2009 australian business excellence awards - sai global · 13 excellence awards winners – 2009...
TRANSCRIPT
04 Silver award winner – Computershare Limited – Operations
05 Silver award winner – SummitCare (Australia)
06 Bronze award winner – ABM Electronic Engineering (Aust) Ltd
07 Bronze award winner – Department for Families and Communities
08 Bronze award winner – Mildura Rural City Council
09 Bronze award winner – Schindler Lifts Australia
10 People Category award – City of Melville
11 Customer and Market Focus Category award – Downer EDI Works
12 Recognition – Engineering and Technology Group (Main Roads QLD)
13 Excellence Awards Winners – 2009
InsIdE
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2009 Australian Business Excellence Awards
IntroductIon
The Australian Business Excellence Awards, for over 20 years, has provided the country’s premier showcase for distinction, quality and merit.
During that time we have acknowledged the achievements of a wide-range of organisations regardless of size or industry.
This year has presented the toughest global economical environment seen since the Awards were launched in 1988. But, even in the face of unprecedented challenges, the desire to set new benchmarks, and attain excellence, has remained resolute.
A high quality selection of submissions were put forward for 2009 and from them, our judges have identified organisations that have proven themselves leaders in sustainability, enterprise and innovation.
To attain recognition, organisations have been assessed across a set of criteria which underscore commitment to not only sustaining bottom line results but to superiority of service, commitment to customers, philanthropic ideals, ethical behaviour and environmental sustainability.
Through the Awards we have the opportunity to not only shine a spotlight on these high achievers, but also to learn from them, and gain inspiration from their dedicated and systematic approach to continuous improvement.
While winners receive the ultimate seal of approval, all who submitted to assessment have gained from independent external scrutiny and facilitated a culture for excellence and continuous business improvement.
Models of brilliancethrough economic difficulty companies continue to prove resilience and commitment to business excellence
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2009 Australian Business Excellence Awards
Computershare is a global leader in transfer agency
and share registration, employee equity plans,
proxy solicitation and other specialised financial,
governance and communication services.
Founded in Melbourne in 1978, it now has 10,000
employees providing services in 17 countries
to more than 14,000 clients and a market
capitalisation of approximately $5 billion.
Computershare Limited – Operationssilver Award Winner
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SummitCare (Australia)silver Award Winner
SummitCare (Australia) has provided quality residential
aged care in Sydney for more than 40 years.
With a model that strives beyond regulatory mandates,
SummitCare’s dedication to delivering superior
facilities and service has seen each of its homes fully
accredited and externally verified as living the essence
of ‘continuous improvement’.
Its Quality Management Framework embraces and
prioritises feedback from residents and relatives which
is regularly canvassed through reviews, satisfaction
surveys and complaints.
SummitCare plans for business excellence. Its
strategies link effectively to key objectives and deliver
on current and future stakeholder demands. Aligned to
overall strategy, local plans undergo regular monitoring
against performance measures while external
benchmarking is used to form an objective view of
the organisation.
SummitCare is characterised by principled leadership,
a keen focus on residents and their families and
a desire to construct an open, collaborative and
continuous improvement culture.
Employees display passion, professionalism, and an
understanding of their contribution to SummitCare’s
goals. The building of capability is supported by formal
and informal education programs and achievement of
qualifications is routinely recognised.
Environmental considerations are reflected in
monitoring of energy and water use and in major
upgrades of facilities and development of new sites.
SummitCare is proactive in its efforts to positively
influence the direction of aged care at federal and
state government levels while management and
staff actively share knowledge and experiences via
participation in industry and professional forums.
Located at Yarra Falls in Abbotsford Victoria, the
Operations Group of Computershare is a discrete
business unit servicing Australian clients. It was
established in 2002 to consolidate and centralise
service delivery and has since achieved close to
150 per cent improvement in productivity. Over
recent years it has maintained a 90 percent
customer satisfaction rating.
The high performing company leverages technology
to achieve consistently high standards and has
developed the capacity to respond quickly to
external influences on strategic direction. Areas
for improved customer relations and service
are measured through sophisticated reporting
processes and an independent monthly
telephone survey.
‘Creating a great place to work’ has resulted in
reduced staff turnover, and increased retention
and promotion. Feedback and development
opportunities are opened up through surveys, focus
groups, secondment, job rotation and choice of
some 200 training programs.
A comprehensive leadership framework is
supported by monthly coaching of performance
and behavioural expectations and motivated
managers drive continuous improvement.
Operations’ core values and strategic intent
are evident in all aspects of the business
and align with core business activities and
performance.
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2009 Australian Business Excellence Awards
ABM Electronic Engineering provides hardware and
software support and maintenance. A family-owned
and run business, ABM started in 1983 and today
utilises more than 500 field technicians and 100-plus
service locations in Australia, New Zealand and Asia.
Its service systems span a range of industries,
including manufacturing, banking, retail, travel,
medical and government.
The successful small enterprise has a well-
articulated direction characterised by passion,
commitment, involvement of its people and a clear
focus on service delivery.
ABM Electronic Engineering (Aust) LtdBronze Award Winner
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Department for Families and CommunitiesBronze Award Winner
In its ongoing pursuit of business excellence,
ABM has recently designed innovative software
to support its operations. This has improved the
execution of operational processes, performance
measurement and on-the-job learning. The company
has a comprehensive quantitative approach to
assessing the quality, efficiency and effectiveness
of its core business.
Innovation is encouraged and supported with staff
keenly involved in the improvement process. ABM’s
cultural and leadership attributes are evidenced by a
staff retention rate which is five times superior to the
industry standard. Its corporate social responsibility
extends to charity funding, employment of staff with
disabilities and religious and cultural diversity among
its personnel.
Holding its own against much larger competitors,
ABM has prospered through its agility and
adaptability in the face of significant market
changes. Its Business Excellence Framework is
central to the organisation’s sustainability and
ongoing success.
The Department for Families and Communities
(DFC) is a large State Government department with
a vision to create a better life for South Australians.
The Department connects customers to quality
services in the areas of: ageing, disability, housing,
community development funding, family support,
youth justice, care and protection of children and
concessions.
Showcasing strong partnerships, the Department
has a broad range of non-government
organisations, advisory groups and customer
representative bodies that it regularly consults with.
It employs the connected services concept – an
approach to improve service coordination and
access for customers.
The Department has presented a concise and
clear five-year strategic plan – aligned to that of the
South Australian Government – which defines the
DFC’s purpose and direction.
DFC’s College for Learning and Development, a
registered training organisation, drives a culture of
learning and links skill development with strategic
direction. It promotes employee innovation and
creativity with a range of business improvement
programs and has a project management
framework that supports delivery of key strategies.
A transparent workforce plan ensures a sustained
future workforce capability and its range of
initiatives contribute to ‘green’ environments and
sustainable communities.
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2009 Australian Business Excellence Awards
Mildura Rural City is situated in Victoria’s
north-west covering around 10 percent of the state.
Its culturally diverse population of 60,000 inhabits
an environment comprising of Mallee vegetation,
grain farms, intensive horticulture, vibrant towns
and the picturesque Murray River.
Mildura Rural City Council (MRCC) consults
broadly in the community every four years to
review its 2025 Vision – the framework for the
City’s direction.
Mildura Rural City CouncilBronze Award Winner
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Schindler Lifts AustraliaBronze Award Winner
Continuous improvements to planning, and
performance benchmarking against leading
Australian councils have enhanced MRCC’s status
and its opportunities for attracting state and federal
government funding.
Councillors and staff, working on their own time,
take part in community consultation processes
such as workshops.
Senior managers place a priority on staff
satisfaction garnering broad feedback through
surveys. Managers demonstrate role-model
behaviour that is closely aligned to Values and
the Business Excellence principles. Leadership
competencies are measured and assessed and
access to the High Performance Leadership
Program further develops MRCC’s capabilities.
In the area of occupational health & safety, key
performance indicators reveal improvement over a
number of years which has resulted in significantly
reduced WorkCover premiums.
Environmental impact strategies include a number
of waste transfer stations, community sustainability
education, water use reduction, energy efficiency,
waste management and tracking of greenhouse
emissions.
Summed up by the phrase ‘Are We Doing the Right
Thing’ a strategic measurement system determines
whether Council is achieving desired outcomes and
assesses areas for progress.
Schindler Lifts Australia is one of the country’s
largest suppliers of escalators and elevators. With
600 employees and operations throughout the
country, Schindler designs, installs, services and
modernises building transport systems.
Propelled by a robust planning and measurement
system, Schindler Lifts is progressing determinedly
towards its goal of market leadership.
Strategic intent is effectively communicated across
the organisation while individual departments’
business plans link to the company storyboard and
current imperatives. Accountability for execution of
strategy is a driving factor of the organisation.
A greater understanding of its market has been
achieved through improved customer engagement,
networking and the commissioning of market
research. This has resulted in new markets, sales
and revenue growth and decreased churn rate.
The Schindler work environment encourages a
strong performance ethic through inclusiveness,
diversity and fairness. All customer facing staff
operate under a performance reward system and
have clear guidelines for client interaction.
With its global head office in Switzerland, the
company has worldwide resources to draw upon to
plan for mitigating market risks and for deploying
systems to support organisational effectiveness
and sustainability.
Achieving sustainability is a key factor in
Schindler’s planning. Driven by an acute
appreciation of workforce issues, in particular
engineering and trades skills shortages,
the company has strategies to address future
business needs such as an ageing skilled
workforce, leadership career development and
apprenticeship programs.
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2009 Australian Business Excellence Awards
The City of Melville oversees a vibrant community
8 km from Perth’s CBD, and has crafted a work
environment characterised by pride, achievement
and sense of belonging.
In striving to create ‘a great place to work’ the
City has implemented flexible work arrangements,
competitive pay, training opportunities and staff
benefits such as the purchasing of additional
annual leave.
City of MelvillePeople category Award
Its staffing solutions represent best practice and
contribute to the City’s ability to attract, recruit and
retain staff and foster succession. The result of
adaptable staffing – typified by a creative solution
of sharing people resources with neighbouring local
governments – enhances organisational capability.
The City’s well developed performance evaluation
system connects cohesively to continuing education
and development while a novel visual approach to
communication involving ‘models’ clearly explains
key processes and presents consistent messages
for all staff.
The City’s leadership program, now in its third
round, has seen continuous improvement and the
achievement of consistent leadership.
Improvement is facilitated by annual planning. The
link between business plans, the ‘People’ planning
model and the corporate plan promote a culture of
valuing people and deliver ‘a great place to work’.
Downer EDI Workscustomer and Market Focus category Award
Downer EDI Works is an organisation with a
$1billion-plus turnover and 1,700 employees in
Australia operating from 90 sites and offices.
It specialises in providing maintenance services
for the continued safe operation of essential civil
and rail infrastructure.
Clients include Local Government, State and
Federal Government, as well as public and
private companies.
Downer EDI Works’ contract with Main Roads WA
(MRWA), typifies the organisation’s client-focus
capability through keenly managed interactive
relationships.
Downer EDI Works structures an improvement
process that contributes to a greater understanding
of customer needs. In the case of MRWA this focus
has led to an effective working relationship that
helps both organisations respond quickly to the
demands of road users as well as planning
for better roads.
The process continues to evolve as
Downer EDI Works examines methods
of consolidating customer feedback to
build a complete customer picture. The
information allows Downer EDI Works to
prioritise and implement improvements.
In partnership with MRWA, expectations
and behaviours have been documented
in formalised customer relationship
management systems. Effective
communication is controlled through mutually
developed contracts, the client service charter,
customer management plan, newsletters,
protocols and committees with representatives
from both organisations.
At the operational level, Downer EDI Works
employees are encouraged to work collaboratively
with MRWA personnel to ensure a greater
responsiveness to customer requirements and
resolve issues on a win/win basis.
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2009 Australian Business Excellence Awards
Engineering and Technology Group is a specialist
engineering group within Main Roads Queensland.
Engineering and Technology provides leadership
in technical governance, maintains core technical
capability and delivers expert advice in Main Roads.
Its standards and specifications are the industry
benchmark for road infrastructure in Queensland.
Engineering and Technology Group is a leader in
technical data collection and analysis and its key
product developments have been used by others
to improve the road network. Engineering and
Technology Group supports knowledge sharing
with Main Roads, state, interstate and overseas
representatives through mediums including
Communities of Practice, placement of experts in
projects and Technology Forums.
Engineering and Technology Group – Main Roads QLDrecognition
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A range of processes ensure that knowledge is
harnessed and made available to all relevant
areas within the Group, Main Roads and Industry.
Knowledge transfer through mentoring and coaching
is also employed to support ongoing capability.
‘Technical Capability’ is one of six strategic programs
initiated to develop and retaining effective employees.
Initiatives include job rotation, internal promotions,
an extensive training framework, exposure to external
forums and research opportunities.
Sustainability is also supported through the
Business Excellence Framework, the adoption of
new technologies and assessment of the impact of
emerging technologies on service capability.
High-levels of competence and leadership are
imbued in the Engineering and Technology Group
culture and typified by extensive leadership and
management training being available at all staff levels.
Its strategic plan and programs align with Main
Road Queensland’s vision and priorities and
cascade to Branch Operational Plans.
2009 ExcEllEncE AWArds Winners
Business Awards
silver Winner
Computershare Limited – Operations
SummitCare (Australia)
Bronze Winner
ABM Electronic Engineering (Aust) Ltd
Department for Families and Communities
Mildura Rural City Council
Schindler Lifts Australia
CAtegory Awards
People
City of Melville
Customer and Market Focus
Downer EDI Works
recognition
Engineering and Technology Group (Main Roads QLD)
environmental Management
Rockdale City Council
Food safety Management
Snap Fresh Pty Ltd
oH&s Management
Optus
Quality Management Less than 50 employees
Safety Link Personal Response
3M Australia
Prysmian Power cables & systems
Honeywell
GPc Electronics
rPG (sA)
landis & Gyr
radio Frequency systems
Hemco Industries
clipsal Australia
Bradken resources
Veem
Australian safety Engineers
capital safety Group
GsA Industries (Aust.)
MsA (Aust.)
northern Iron and Brass Foundry
tyco Water
Quality Management 51 – 500 employees
CH2M Hill Australia
Heggies Australia
Quality Management 501+ employees
Hirotec Australia Pty Ltd
integrated Management
Rockdale City Council
systeMs Awards
20 yeAr reCognition Awards
We would like to congratulate all of the following companies for more than 20 years certification with sAI Global – leading the way in their dedication to their management systems:
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