Business excellence is achieving Excellent results with respect to Performance, Customers, People and Society are achieved through LEADERSHIP DRIVING. THE FUNDAMENTAL CONCEPTS OF EXCELLENCE
Results Orientation: Excellence is dependent upon balancing and satisfying the needs of all relevant stakeholders (this includes the people employed, customers, suppliers and society in general as well as those with fundamental interests in the organisation).
Customer Focus: The customer is the final arbiter of product and service quality and customer loyalty, retention and market share gain are best optimised through a clear focus on the needs of current and potential customers.
Leadership & Constancy of Purpose: The behaviour of an organisation’s leaders creates a clarity and unity of purpose within the organisation and an environment in which the organisation and its people can excel.
Management by Processes & Facts: Organisations perform more effectively when all inter-related activities are understood and systematically managed and decisions concerning current operations and planned improvements are made using reliable information that includes stakeholder perceptions.
People Development & Involvement: The full potential of an organisation’s people is best released through shared values and a culture of trust and empowerment, which encourages the involvement of everyone.
Continuous Learning, Innovation & Improvement: Organisational performance is maximised when it is based on the management and sharing of knowledge within a culture of continuous learning, innovation and improvement.
Partnership Development : An organisation works more effectively when it has mutually beneficial relationships, built on trust, sharing of knowledge and integration, with its Partners.
Public Responsibility: The long-term interest of the organisation and its people are best served by adopting an ethical approach and exceeding the expectations and regulations of the community at large.
Despite the name, a large number of these concepts have been widely adopted within the public sector as these organizations strive to provide “value for money”.