Supported by: Strategic Partners: Organised by:

SFR Details:Tel : +60 3 7877 7298Fax : +60 3 7877 7324Web : www.sfr.com.my

July 19th – 21st, 2011Hotel Istana in KUL, Malaysia

BENCHMARKINGFOR EXCELLENCE WORKSHOPW i t h 6 S i g m a S e s s i o n s

Objectives of workshop To provide participants with a comprehensive understanding of benchmarking

To provide participants with the skills necessary to conduct a benchmarking project that delivers significant operational and financial benefits

To kick-start a benchmarking project of relevance to the participant’s organisation.

COntents |This three day workshop explores the benchmarking process in detail and kick-starts a benchmarking project for the participants. Participants are introduced to a number of tools in practical work sessions that will help them in terms of planning and undertaking a benchmarking project. This is an interactive workshop and the following are covered in depth:

What benchmarking is and what it is not Benefits of benchmarking Organising for benchmarking The benchmarking process using COER’s innovative TRADE methodology:

u Terms of Reference (plan the project)u Research (research current state)u Act (undertake data collection & analysis)u Deploy (communicate & implement best practices)

Evaluate (evaluate the benchmarking process & outcomes) The benchmarking code of conduct Resources required to conduct a benchmarking study Benchmarking pitfalls and success guidelines

Benefits Of BenChmarkingThere are many case studies focusing on the success gained through benchmarking. The best known of these are the experiences at Xerox and Chrysler. In the late 70’s and early 80’s where, faced with ruin due to more efficient Japanese competitors, benchmarking turned the giant Xerox organisation around and put it back at the top of the market. At Chrysler Corporation the benchmarking of Japanese new product development techniques prior to the development of the Viper sports car is credited with saving three billion dollars from development costs and one year of development time. One study of Fortune 500 companies, found some compelling figures relating to first year payback from benchmarking projects. Within organisations of <average> benchmarking experience an average of $76 million payback was reported by more than 30 of these companies for their most successful benchmarking project, and from <more experienced> organisations this figure was a staggering $189.4 million. Even among developing organisations this study found average first year payback levels at $370,000.

What is Benchmarking? Benchmarking is a powerful method for breakthrough thinking, innovation, improvement and for delivering improved bottom-line results. Benchmarking is “comparing the performance levels of organisations for a specific process or activity and capturing, analysing, and implementing best practices”.

BENCHMARKING FOR EXCELLENCE WORKSHOP

training material |All participants will receive TRADE’s Training Manual material (hard copy). This includes:

Full slide set Workshop instructions TRADE stage instructions for each step in the five stage methodology TRADE resources (over 30 template forms that can be used to assist a benchmarking project) TRADE spreadsheet (encompassing the TRADE project management system) – Electronic version.

target audienCe |This workshop is ideal for:

individuals assigned to the benchmarking governance role in their organisations improvement specialists who want to hone their understanding of benchmarking the benchmarking team (these are typically the stakeholders of processes that have been selected for benchmarking e.g. process owners, suppliers, customers and partners as appropriate).

appliCatiOn |This workshop is suitable either as a first exposure to the topic or to refresh a client’s understanding of the process.

OutCOme |At the end of the training participants will:

know how to plan and conduct an effective benchmarking project that is focussed on achieving significant operational and financial benefits

have developed a Terms of Reference for a benchmarking project and identified the steps required to undertake the project.

Successful participants will be awarded the TRADE Benchmarking Trained Certificate (BRONZE) by COER upon completion of the program which leads ultimately to the Trade Benchmarking Mastery Certificate (GOLD)

preparatiOn WOrkpriOr tO the WOrkshOp

It is preferable that participant’s identify a benchmarking area of focus (a process, activity, or level of performance which needs to be improved) prior to the workshop. At the workshop participants will develop a Terms of Reference for the benchmarking area of focus, plan the project and begin undertaking the benchmarking steps. On completion of the training participants will understand what is required to complete the project.

The area of focus should be selected for one or more of the following reasons:

it is of major strategic importance there is pressure from customers or other stakeholders to improve performance in this area there is evidence that performance can be significantly improved improving performance will result in significant benefits.

Examples of areas of focus: Customer complaint management e.g. To improve our customer complaint management process to a world-class standard. Balanced Scorecard e.g. To identify and implement best practices in the application of the Balanced Scorecard Supplier relationship process e.g. To become an industry leader for our supplier relationship process. Team culture e.g. To develop a winning team culture Recruitment time e.g. To reduce the time to recruit new staff Please think of areas of your organisation to improve before the workshop -

“trade” BenChmarking fOr eXCellenCe methOdOlOgY

The TRADE benchmarking methodology is focused on the exchange (or “trade”) of information and best practices to improve the performance of processes, goods and services.

TRADE is a five stage benchmarking methodology:

Terms of Reference (plan the project) Research (research current state) Act (undertake data collection & analysis) Deploy (communicate & implement best practices) Evaluate (evaluate the benchmarking process & outcomes)

the trade methOdOlOgYOffers these advantages:

- It offers a proven approach and has been used by private and public sector organisations of all sizes (for example, it is the approved methodology for Singapore’s Public Service and is actively promoted and used in countries such as NZ, Taiwan, the UAE, and the UK).

- It is flexible and can be used for exploratory (1-12 week) or in-depth (13-36 week) projects.

- It is easy to explain and communicate, as it only consists of 5 stages and has a memorable name!

- It provides a step-by-step approach. Within the 5 stages, there are simple steps to be followed.

- It provides a rigorous approach to planning, which ensures that the project will only proceed after a cost /benefit analysis has been undertaken.

- There is a strong likelihood of success, as projects are supported through a TRADE project management spreadsheet, a TRADE training manual (consisting of a comprehensive set of benchmarking resources and template forms), and a benchmarking certification scheme.

- It saves time and money. Fifteen years’ of benchmarking experience, working with hundreds of organisations, has been invested into the development and refinement of TRADE materials and template forms. TRADE licence holders will have full access to these (and future updates), and so will not need to develop their own materials at considerable expense.

- It delivers results. After each stage of TRADE, the project is reviewed to ensure it is on-track. If it is not on-track, the project can be stopped or the direction of the project changed. Therefore, all projects should deliver the expected results and major benefits (potentially saving or generating millions of dollars for large projects).

6 sigma awareness sessionAll twenty first century organizations are striving towards customer satisfaction, which is the key of business development. Contemporary Managers realized eventually that the best way of achieving customer satisfaction is by enforcing and developing a management system that is based on continual development through adequate planning and controlling measures. The Six Sigma Methodology is a Quality Management tool that enhances continual improvement and focuses on the system and process approach. The main objective of the Six Sigma approach is to reduce defects of business processes and eventually improve the process efficiency that will obviously lead to better outputs and achieve objectives.

The DMAIC method in Six Sigma (Define, Measure, Analyze, Improve, and Control) is a project approach that treats a process or a set of processes with the objective of improvement for better business efficiency. Six Sigma is a quantitative methodology that aims to measure specified and determined aspects of organizational management, it emphasizes a set of quality management tools that allow managers to measure what they are managing, in order to define failures, obstacles, problems emerging from several dimensions, such as the human factor or from tangible resources. Six Sigma emphasizes as well the involvement of people and strives to increase organizational synergy. The Six Sigma methodology will eventually help creating a culture of quality that shall guide the organization towards achieving high standards of management and delivering quality services and goods.

Why six sigma?Competitive pressure is forcing the Organizations to look for the ways and means for improving their processes so that the Quality of the products and services improve, waste reduces and customer satisfaction increases.Improved Customer satisfaction is the goal of Six Sigma. It cannot just happen. The methodology of Six Sigma aims at integrating all processes throughout the organizations to achieve customer satisfaction and thus ensuring business growth. Six Sigma Implementation Program covers a variety of processes related to manufacturing and services including, but not limited to, distribution operations, warehousing and inventory management, hospitality, health care, electronics equipment manufacturing, electronics component manufacturing, boiler industry to printed circuit board industry, banking to insurance business and what not.

six sigma green BeltsSix Sigma Methodology lays great emphasis on processes, but it recognizes people as assets. Green Belts are the team members of all improvement projects taken up within an organisation. Generally issues within function/departments are solved by the Green Belts.

6 SIGMA Awareness workshop

Date 8 AM -1PM 1 PM - 2 PM 2 PM - 4 PM

Monday July 19

TRADE BENCHMARKING FOR EXCELLENCE LUNCH

What is Six Sigma and Why we need Six SigmaSix Sigma methodology

Tuesday July 20Overview of each phase : Define, Measure, Analyze , Improve and Control

Wednesday July 21 Case studies

faCilitatOrs BiO |

. COER undertakes research projects into business excellence and benchmarking. It administers a number of doctorate programmes. www.coer.org.nz

- CEO of the Centre for Organisational Excellence Research Limited. COER Ltd undertakes consultancy projects in business excellence and benchmarking, and provides benchmarking training. www.coer.org.nz - Commercial Director and Founder of BPIR.com Ltd. BPIR.com is a leading Internet resource for sharing best practice and benchmarking information. It has more than 6,000 members worldwide. www.bpir.com.

- Chairman of the Global Benchmarking Network. The Global Benchmarking Network is a membership-based organisation for those organisations that promote and support benchmarking within their country. Currently more than 20 countries are represented. www.globalbenchmarking.org- Advisory Board member at the Hamden Bin Mohammed e-University, Dubai www.hbmeu.ae. The e-University

aims to become the leading e-educator in the Arab world through innovative, affordable and accessible means that is focussed on e-technology.

Prior to founding COER, Robin was the founder and manager of the Food and Drinks Industry Benchmarking and Self-assessment Initiative in the UK involving over 500 organisations, and previous to this he worked as the Process Improvement Manager at Burton’s Biscuits in Edinburgh. Robin obtained his PhD at Liverpool University in 1992. It was one of the first PhD’s worldwide on Total Quality Management.

In total Robin has helped over 300 organisations undertake self-assessments using a variety of business excellence self-assessment tools. Dr Robin Mann is a trained assessor of both the EFQM Excellence Model and the Baldrige Criteria. Robin has written over 20 refereed journal papers for leading journals, written over 100 non-refereed papers and reports, written 6 short books, given 100’s of professional presentations and is frequently a keynote presenter (invited to present at 11 countries in 2006).

dr rOBin mannFounder and Head of the Centre for Organisational Excellence Research Massey University

Renuka Shanmugam is the Regional Innovations Manager with an Australian contact centre and has 14 years working experience with multinational organizations such as Dell Asia Pacific, HSBC Bank, RHB Bank and an international consultancy firm.

Renuka had worked in various capacities such as customer service, capacity planning, operations, strategic planning, risk assessment and project management and had gained vast exposure dealing with customers/clients from diversified background and culture namely UK, US, India, Australia, New Zealand, Japan, Korea, China, Russia and Philippines.

Renuka, a graduate with Honours degree in Statistics is Six Sigma Black Belt trained and has been involved in numerous Six Sigma projects. In her current capacity, Renuka heads the Six Sigma team and had trained more than 100 personnel ranging from Top Management to Senior Contact centre representatives in Six Sigma from Australia, Philipines and Malaysia. Renuka had also led and managed multiple contact centre project implementations for business partners/clients across the globe such as Microsoft, Logitech, DLink, to name a few.

Some of her key achievements include:

• Recipient of “Best Contact Centre Supporting Professional” award in the Contact Centre Association of Malaysia - National Awards, 2007

• Nominated for the Best Contact Center Champion of the Year for Regional Contact Centre Awards organized by Contact Centre Association of Singapore, 2011.

• Won the “Managing Director’s Most Valued Professional Award” for Leadership and exceptional contribution that has made company-wide impact.

nur renuka shanmugamRegional Innovations ManagerMalaysia

(Methodofpayments:Please make payments in favour of ORIGINCONSULTINGGROUP Bank of Bahrain and Kuwait(BBK)ACCOUNT No:100-000-278-570SWIFT CODE: BBKUBHBM

REFERENCE CODE :

Fees: BHD 750 ( US$1,980)

Fees INCLUsIVe OF :n Free pass to 3 day workshop n Participants folder with handouts and CD

n Two (2) coffee breaks and lunch for 3 days n Certificate issued by the Global Benchmarking Network(NZ)

n Road map for applying knowledge in the workplace n Accomodation with breakfast for 3 nights

OTHeR INFORMATION 1. The workshops will be English.2. Participation will be confirmed upon payment.3. Group discounts are available for employees from the same organisation . Please call us for more information4. Limited spaces available , please register NOW !

(ToRegister: For registration & enquiries (outside Malaysia), please contact:Tel: +973 17 552 878 ; 77 052 000 Fax: +973 17 552 890 ;Email: registration@origin.com.bh / P.O. Box 24040, Kingdom of Bahrain

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