Improve organisational performance and learn for the future

Why do this?

achieve your goals
out manoeuvre and outperform your competitors
simplify and focus management activities
build your strategy into a sustainable future

What are we talking about?

a very simple but highly flexible approach
building on your existing systems
integrating organisational and personal performance management
improving performance while building organisational capability and staff commitment
ensuring the right person makes the right decision at the right time
a low-cost, low-risk approach which delivers useful results quickly
designing and implementing performance management systems using:

Balanced Scorecards
Business Excellence Frameworks
Customer-driven Quality Management Systems
Outcomes and Outputs

Balanced Scorecards

Balanced scorecards have been developed to translate an organisation's mission and strategy into a comprehensive set of performance measures.

These performance measures typically cover the areas of finance, customers, internal business processes, and organisational learning and growth.

The performance measures are used to track current results while simultaneously monitoring the development of the capabilities needed to attain future goals.

A major goal is normally to establish cause-and-effect relationships between outputs such as Staff training and outcomes such as Improvement in customer satisfaction.

Business Excellence Frameworks

The business excellence framework has been developed by the Australian Quality Council to provide a framework for innovation, improvement and long term success.

This business excellence framework is applicable to organisations of all sizes in the private and the public sectors.

This framework is used to assess current performance levels then develop a road map for future improvement.

Participating organisations may also compete for the Australian Quality Awards for Business Excellence that are awarded annually by the Australian Quality Council.

Customer-driven Quality Management Systems

Standards Australia has introduced a new AS/NZS ISO 9001:2000 Standard for Quality Management Systems - Requirements.

This standard specifies requirements for a quality management system where an organisation needs:

To demonstrate its ability to provide consistently product that meets customer and applicable regulatory requirements, and
To address customer satisfaction through the effective application of the system, including processes for continual improvement and the prevention of non-conformity.

While the previous ISO 9000 standards were designed to ensure that an organisation's products conformed to their specification, the new standard brings an additional focus on ensuring that customer requirements are identified and satisfied.

Consulting Insights uses this standard internally for quality management across the whole life cycle of a consulting assignment.

What are examples of work that we have done?

Led client staff in using scenario modelling to investigate dramatically different alternative futures in reviewing the corporate strategy for a major organisation. Created an environment wherein staff could explore futures that were potentially personally threatening.
Developed an integrated performance management system enabling members of work teams to easily understand and track their contribution to corporate goals. Delivered the entire system as an Intranet site, providing a integrated resource for managing organisational and personal performance. Ensured skills transfer to client staff.
Reviewed corporate performance measurement for a major organisation, developed improved performance measures, and worked with executives to prototype an Intranet system for performance reporting and analysis, thereby ensuring uptake of the new system.
Facilitated workshops to redesign a nationwide business process, resulting in client staff taking the initiative to implement a greatly improved process.
Assisted an auditor in reviewing overall business processes of an organisation, identifying areas for improvement in both business processes and performance measurement. Built a positive rapport with the organisation involved, so that the auditor's involvement was viewed as an opportunity for improvement rather than a threat.

Where to next?

Please click for the Consulting Insights web site www.cinsights.com.au.