THE BUSINESS EXCELLENCE JOURNEY

Business Excellence in Malaysia

The Business excellence model was first introduced in 1990 when MPC started promoting Quality
Management Excellence Award (QMEA) or Prime Minister Quality Award (PMQA). Companies
undertook their own business excellence journey using TQM principles and the criteria for
business excellence based on the Malcolm Balridge Criteria was used as a guide to the QMEA
and PMQA participants. In 1997, MPC established a unit to manage the awards and the
Productivity Award introduced in 1998. In 2009, a more concerted effort to promote BEF as a
standard solution for companies to assess their TQM practices.

MPC established a Business Excellence (BE) Department in 2010, to expand its outreach and
acceptance of Business Excellence Framework (BEF) as a tool to guide companies manage and
review their business excellence affairs and linking that to business performance.

Business Excellence is a comprehensive management practices standard developed to assist

companies assess readiness and compliance to excellence practices in their quest to enhance
business performance. It is used by many international organizations to promote attainment of
world-class practices. MPC introduced the Business Excellence Framework (BEF) with the aim of
creating an environment for continuous improvement that leads to sustainable business success.
The Business Excellence Framework describes the elements essential to sustainable
organizational excellence. It can be used to improve any part of the organization.

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 THE BUSINESS EXCELLENCE FRAMEWORK

Figure 1: Business Excellence Framework

The Business Excellence Framework comprises seven excellence indicators which are
Leadership, Planning, Information, Customer, People, Process and Results. It has the
following basic elements which are driver, system and results.

Seven Excellence Dimension

1. Leadership:
 Leadership addresses how leaders develop and facilitate the achievement of the
mission, vision and develop values required for long term success.
2. Planning:
 Planning addresses on the organization’s establishment of strategic objectives and
action plans, deployment of plans and plans changed if circumstances require a
change; and how progress is measured and sustained.
3. Information:
 Information focuses on management of information that is essential for promoting
organizational improvements and innovations to create unique values, knowledge
and the use of comparative and to support decision-making and improvements at all
levels of the organization.

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 4. Customer:
 Customers addresses on customer engagement as an important outcome of an
overall learning and performance of excellent strategy, determines customer and
market requirements, builds relationships with customers, and determines their
satisfaction.
5. People:
 People addresses how the organization manages, develops and releases the
knowledge and full potential of its people at an individual, team based and
organization-wide level. How it plans these activities in order to support its policy and
strategy and the effective operation of its processes.
6. Process:
 Process addresses how the organization designs, manages and improves its
processes in order to support its policy and strategy and fully satisfy, and generate
increasing value for, its customers and other stakeholders. A process can be further
defined as a bound set of inter related work activities, each having prescribed inputs
and outputs.
7. Result:
 These criteria are concerned with what an organization has achieved and is
achieving. An organization uses a number of key parameters to measure its
performance.

How Does Business Excellence Framework Assist Organization To Be More Competitive?

1. Get A Health Check
 BEF to check the level health performance of organisation
2. Improve Business Performance
 Improve business performance i.e: Sales and productivity
3. Be Recognised
 Distinguish companies in the market place
4. Learn From the Best
 Participate in the Community of Innovation (CoI)

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 GUIDING PRINCIPLES

1. Leadership
 Visionary
Senior leader with a visionary leadership has a dream of wonderful visions for the
future and articulate them with realistic inspiration. A visionary leader is not only good
in the speech but also proven actions in order to transform his vision into reality.

An effective visionary leader:

- Has good relationships with his people and values them as his greatest asset;
- Promotes a partnership approach and shares sense of vision with others.
- Exhibit great respect for others and carefully develop team spirit as well as team
learning; and
- Develop participative strategies in engaging people to design their own future.

 Driving Innovation
Senior Leaders should be able to inspire, motivate and encourage entire workforce to
contribute, to develop and learn to be innovative as well as readiness to embrace
change. They serve as role models to reinforce ethics, values and expectations
while building leadership, commitment and initiative.

2. Planning
 Strategic Direction
Company should have a course of action that leads to the achievement of the
organization’s strategic goals. The organization should realize its vision and mission
a well-defined strategy that takes into account the market and industry conditions in
which it operates. In many organizations, this is viewed as a process for determining
where an organization is going over the next year or—more typically—3 to 5 years
(long term), although some extend their vision to 20 years. The strategic direction
process should be:

- Result oriented and based on the present and future needs and expectations of all
the stakeholders of the organization.
- Based on information from performance measures, research, learning and other
related external activities.

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  Effective Deployment
Criteria for effective deployment are:
- Setting a great goal. Great goals are specific, timely, measurable, challenging and
attainable
- Creating a hierarchy of objectives to align goals from top to bottom in
organizations. In a hierarchy of objectives, lower-level objectives are means to
accomplish higher level ones.
- Participation and involvement open the planning process to valuable inputs from
people whose efforts are essential to the effective deployment.
- Management by objective is a participative process for clarifying helpful support
that can be provided by the manager.

3. Information
 Managing information
Managing information is the most important element for aligning the organization’s
operations with its strategic objectives. In order to have an effective measurement
analysis and knowledge management, the organizations should practice the
following:
- Good use of performance measurement by managers to track work-group and
process level performance weighed against the organization’s target.
- The use of comparative and benchmarking data and information to know where
the organization stands in relation to others and the better understanding of
organization’s process and performance.
- Conduct of organizational reviews that cover all areas of performance. This will
help guide improvements that are in line with the organization’s goals and core
competencies.
- Ensure effective knowledge management by making readily available data,
information, software and hardware for the workforce through the intranet and
user-friendly systems.
- Continuously learn, innovate and adapt through the use of technology, information
and knowledge.

4. Customer
 Voice of customer
Voice of the customer (VOC) is the process of capturing a customer's expectations,
preferences and aversions upon organization’s products and services. Organizations

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 can use VOC as a key input for its new product definition, Quality Function
Deployment (QFD) and the setting of detailed design specifications.

The advantages of VOC to the organization

- Give a detailed understanding of the customer’s requirements
- Use as a common language for the team going forward
- As a key input for the setting of appropriate design specifications for the new
product or service
- A highly useful springboard for product innovation.

 Customer Satisfaction
Customer satisfaction occurs when products and services of the company meet or
exceed customer expectations. Customer retention is one of the most powerful tools
that companies can employ in their fight to gain a strategic advantage and future
survival. It is vitally important to understand the factors that impact on customer
retention and the role that it can play in formulating strategies and plans.

5. People
 Learning
Organization needs a highly educated and trained worked force to adapt change as
well as facing today’s challenging business environment. They should assist
employees in developing their skills and knowledge needed to perform effectively in
their current jobs through training, education and opportunities for sustained and
continuous growth.

 Participation
Participation of employees is important in enhancing performance of an organization.
Employees’ participation and teamwork are the foundations of employee involvement
which represent core principles of total quality management and are a natural
extension of effective human resource management practices.

Informal communication, open-door policies, suggestion systems, and teams

encourage employees to share their knowledge and use their abilities to improve the
processes that lead to customer satisfaction.

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  Well-being
In order to excel, the organization should provides for the health, safety and well-
being of all it people in a fair and non-discriminatory manner. Well- being of the
employees is important since it has impact on their job performance and retention.

6. Process
 Process Management
Six ingredients that is essential for process management:
1. Ownership: Assign responsibility for the design, operation, and improvement of
the process.
2. Planning: Establish a structured and disciplined approach to understand, define,
and document all major components in the process and their interrelationships.
3. Control: Assure effectiveness: all outputs are predictable and consistent with the
customers' expectations.
4. Measurement: Map performance attributes to customers' requirements, and
establishes criteria for the accuracy, precision, and frequency of data acquisition.
5. Improvement: Increase effectiveness of the process by permanently embedding
identified improvements.
6. Optimization: Increase efficiency and productivity by permanently embedding
identified improvements.

These six ingredients are fundamental to the successful management of any type of
process. These ingredients are needed for the work processes that produce and
deliver products and services to customers, for the processes that clarify
requirements and satisfaction along the-customer-supplier chain, and for the
processes that support employees in their jobs.

 Process Improvement
Three different approaches have emerged for improving the efficiency or
effectiveness of a process: continuous improvement, benchmarking and
reengineering.
1. Continuous improvement is an approach used on an ongoing basis for
incremental gains. This approach is also known by the Japanese term kaizen. It
involves a six-step method that can be applied to any type of work process. The
prescribed method enables building a fundamental understanding of process
performance in order to eliminate the root causes of identified deficiencies.

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 2. Benchmarking should be used periodically where one searches for and emulates
the best available practices and processes. This approach generally requires
more resources than continuous improvement, and can usually be expected to
provide larger gains. Benchmarking advocates encourage periodically repeating
benchmarking efforts to close gaps between "what is" and "what could be."

3. Reengineering can be launched occasionally to achieve dramatic breakthroughs.

It is intended to totally change the process. Unlike continuous improvement or
benchmarking, reengineering is intended to totally change the process. Michael
Hammer and James Champy (1993), define reengineering as "the fundamental
rethinking and radical redesign of business processes to achieve dramatic
improvements in critical, contemporary measures of performance, such as cost,
quality, service, and speed.

 Suppliers Management
Suppliers management is management of activities that procure materials and
services, transform them into intermediate goods and final products, and deliver them
through a distribution system. Effective supplier management makes suppliers
“partners” in the organizations’ strategy to satisfy an ever-changing market place
marketplace. A competitive advantage may depend on a close long-term strategic
relationship with a few suppliers.

7. Results
 Performance Management
An organization’s performance measurements need to focus on key results. Results
should be used to create and balance value for organizations’ stakeholders that are
customers, workforce, stockholders, suppliers, partners, the public and the
community. This category provides the measures of progress made by the
organization in achieving its vision, strategies and goals.

All the improvements done by the organization should meet all these four
requirements:
1. Customer
Customers are important for the organization sustains the superior value of its
offering.

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 2. Financial and Market
Financial is an important foundation of the business and to expand business,
organization should have better understanding on the current and future market
trend.
3. People
Workers are important as they are the main capital of doing business. Satisfied
workers will lead to high performance and productivity.
4. Process
Organization can increase their efficiency through fine-tuning the way work is
performed. Having identified key processes to your business and the methods
which to deliver them will reduce operating cost and increase profit margins.

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 CRITERIA FOR BUSINESS EXCELLENCE

1. LEADERSHIP (150 pts)

Leadership addresses how leaders develop and facilitate the achievement of the mission, vision
and develop values required for long term success. Effective leadership is crucial to the overall
organizational growth through development of policy and strategy that drives the people to
manage resources and external partnerships. Emphasis is given to how the senior leaders
communicate with the employees, enhance their leadership skills, involve in organizational
learning and in developing future leaders. The category includes organization governance
system, societal responsibilities and supports its key communities. Evidence is needed of how
leaders :
a. visibly demonstrate their commitment to excellence and continuous improvement
b. support improvement and involvement by providing appropriate resources and assistance
c. are involved with customers, suppliers and other external organizations
d. recognise and appreciated people's efforts and achievements.

1.1 Senior Leadership (90pts)

This item examines how senior leaders actions to create a sustainable, high-performing
organization, commitment to improvement and innovation with a business, customer and
community focus. For this, they are responsible to :
a. Develop the organization’s vision, mission and values and ethics that focus on key
stakeholders, learning and innovation
b. Communicate the vision, mission and values to key stakeholders. (Employees,
customers, suppliers / partners and other external parties)
c. Translate organisation values into policies, practice and behaviors
d. Initiate to overcome any differences between the current and desired culture
e. Permeate a culture that is consistent with the organisation values, which support
innovation, learning and achievement of the organisation objectives
f. Evaluate, measure and improve their personal leadership and involvement in meeting
organizational vision, mission and values

1.2 Governance and Societal Responsibility (60 Pts)

This item examines the key aspects of the organization governance system, including leadership
improvement. It also examines how organization ensures the employees behave legally and
ethically and how organization fulfills its societal responsibilities and supports its communities.
For this, they are responsible to :
a. Develop organisation policies in relation to the corporate governance and contribution to
the community and environment for sustainability in which it operates

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 b. Communicate the organisation policies to employees and external parties and involve
them in achieving the goals

c. Evaluate and improve organisation involvement and the contribution to the community

2. PLANNING (90pts)
Planning addresses on the organization’s establishment of strategic objectives and action plans,
deployment of plans and plans changed if circumstances require a change; and how progress is
measured and sustained. Evidence is needed of how planning is conducted :
a. in a closed-loop systematic process that also involves regular reviews and modifications
when necessary
b. uses inputs from people throughout the organisation for planning process
c. collect and analyze relevant data and information (e.g. operational performance, quality
indicators, etc.), external data (customer feedback, market intelligence, industry trends,
etc) as part of the strategic planning process
d. cascade down plans to all levels, and corporate goals are translated into departmental
and individual objectives
e. regularly evaluates its planning process, and the process is refined to improve the
planning cycle time, planning accuracy and plan deployment

2.1 Strategy Development (35pts)

This item examines the organization’s approach to develop its strategy and strategic objectives
for future, and address organization’s strength, weaknesses, opportunities and threats. For this,
the responsibilities are to:
a. determine its strategic challenges, and strategy and strategic objectives to address these
challenges as the organisation's key strategic short-term and long-term objectives and
goals
b. ability to convert its strategic objectives into action plans.
c. reviews its performance relative to its plans, and establishes and deploys modified plans
in a timely manner
d. evaluates and improves its strategic planning process

2.2 Strategy Deployment (35pts)

This item covers the extent to which the organization uses the approach and what it does to
deploy it. Action plan drawn out for an improvement is implemented in relevant areas to get the
desired results. In an excellent organization the action plan will be implemented in relevant areas
and in systematic way. For this, the responsibility are to:
a. implement in all potential areas across the organization

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 b. implement to its full potential / capability
c. achieve all planned benefits
d. fast in application
e. systematic
f. understood and accepted by all stakeholders
g. measurable

3. INFORMATION (90 pts)

Information focuses on management of information that is essential for promoting organizational
improvements and innovations to create unique values, knowledge and the use of comparative
and to support decision-making and improvements at all levels of the organization. Evidence is
needed of how information and data is gathered :
a. necessary to clarify organizational capabilities based on activity results
b. help identify external changes
c. concerned with competitors or best practice organization
d. help identify the current problems and challenges
e. improvements that are currently being undertaken

3.1 Management of Information and Knowledge (90pts)

This item ensures the organisation’s quality and availability of needed data and information for
planning, day-to-day management and performance evaluation which involves stakeholders,
including customers, and how it creates value for the organization. For this, the responsibility are
to :
a. assurance of data and information validity and reliability related to the organisation's
performance objectives and goals
b. ensures that information is reliable, accessible and disseminated to employees,
suppliers/partners and customers.
c. focus on organisation’s knowledge management and develop innovative solutions that
add value for the customers and organisation

4. CUSTOMERS (110pts)
Customers addresses on customer engagement as an important outcome of an overall learning
and performance of excellent strategy, determines customer and market requirements, builds
relationships with customers, and determines their satisfaction. Evidence is needed of how
organization use customer information:
a. to identify current and anticipate future customer groups and market segment
b. to improve marketing to build a more customer focus culture

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 c. to pursue for current and future products

4.1 Voice of Customer (40 pts)

This item addresses organization’s processes for listening and determining their satisfaction and
dissatisfaction. Also engage its customers for long term marketplace success. For this, the
responsibilities are to:
a. listen to customer to obtain actionable information
b. follow-up with customers on the quality of the products, customer support and
transaction to receive immediate and actionable feedback
c. measure actionable information in exceeding the customers expectation in the future

4.2 Customer Engagement (70 Pts)

Describe how the organisation manages its relationship with customers for repeat business
and/or positive referrals. For this, the responsibility are to :
a. determine products offering and communication mechanism to support customers
b. attract new customer and to provide opportunities for expanding relationships with
existing customers
c. enable customer to provide feedback on products
d. ensure customer complaint are resolved promptly and effectively to recover customers
confidence and enhance their satisfaction and engagement

5. PEOPLE (120pts)
People address on how organisation manages, develops and releases the knowledge and full
potential of its people at an individual, team based and organization-wide level. How it plans
these activities in order to support its policy and strategy and the effective operation of its
processes. Evidence is needed of how:
a. people resources are planned and improved
b. people capabilities are sustained and developed
c. people and teams agree targets and continuously review performance
d. people are involved, empowered and recognised
e. people and the organization have an effective dialogue people are cared for

5.1 Human Resource Planning (25pts)

This item examines how organization improves basic employee capabilities, identifies capabilities
that are necessary for achieving organisational objectives and meeting strategic challenges, and
develops and evaluates these capabilities. For this, the responsibility are to :

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 a. assess workforce capability and capacity needs, including skills, competencies and
staffing levels
b. describe performance measures and improvement goals for workforce needs`
c. identify challenges in improvement and innovation to improve human resource
strategies, policies and plans

5.2 Employee Involvement (30 Pts)

This item examines how the organisation engages, compensates and rewards workforce, and
use assess workforce engagement results to achieve higher performance. For this, the
responsibility are to :
a. determine the key elements that affect workforce engagement and workforce
satisfaction
b. evaluates and assess workforce engagement through formal and informal methods and
measures to improve workforce engagement and workforce satisfaction

5.3 Education, Learning and Development (30 Pts)

This item examines organisation’s system for enabling and encouraging the workforce to
contribute effectively and to the best of their ability. For this, the responsibilities are to:
a. include gaining skills for knowledge sharing, communication, teamwork and problem
solving
b. include advanced skills in new technologies or critical knowledge
c. measures to evaluate the effectiveness and efficiency of workforce and leaders
development and learning system

5.4 Employee Well-Being and Morale (20pts)

This item examines how the organisation identifies employee satisfaction and dissatisfaction and
based on the results, tries to create a work environment that ensures greater safety and security.
For this, the responsibility are to :
a. address workplace environmental factors including accessibility, to ensure and improve
workforce health, safety and security
b. manage performance measures and improvement goals for workforce needs
c. evaluates and improves its approach to enhancing employee well-being and satisfaction

5.5 Benefits and Appraisal System (15pts)

This item examines the organisation's support the workforce via policies, services and benefits.
For this, the responsibility are to :
a. consider workforce compensation, reward, recognition and incentives practices

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 b. evaluates and improves its employee performance management and recognition
systems

6. PROCESSES (90pts)
Processes relates to the organization designs, manages and improves its processes in order to
support its policy and strategy and fully satisfy, and generate increasing value for, its customers
and other stakeholders. A process can be further defined as a bound set of inter related work
activities, each having prescribed inputs and outputs. Evidence is needed on the key processes
to the success of the organization:
a. are identified
b. are systematically managed
c. are reviewed and targets set for improvement
d. are improved using innovation and creativity
e. are changed and the benefits evaluated

6.1 Work Processes (20 Pts)

This item examines the design, management and improvement of the key work processes, with
the aim of creating value for customers, operating efficiently and effectively and achieving
organizational success and sustainability. For this, the responsibility are to :
a. design and innovate work processes to meet all the key requirement and ensure the
processes relate to the organizations core competencies, strategic objectives and critical
success factors
b. include the support processes that support daily operations and product delivery
c. involve detailed mapping of manufacturing or service process and the redesign
(reengineering) of these processes to achieve efficiency as well as to meet changing
customer requirements

6.2 Process Management & Improvement (30 Pts)

This item examines how the organisation design, manage and improves its key work processes
and the work system of which they are a part. For this, the responsibility are to :
a. determine the key work system requirements, incorporating input from customers,
suppliers, partners and collaborators
b. manage and improve the work system to deliver customer value and achieve
organizational success and sustainability
c. optimize the overall cost of the work system and prevent defect, service errors and
rework

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 d. ensure the work system and work place preparedness for disaster or emergency and
the system consider prevention, management, continuity of operations and recovery

6.3 Supplier & Partnering Processes (40 Pts)

This item describes how efficient and effective work systems require effective design, a
prevention orientation and linkage to suppliers, partners and collaborators, as well as a focus on
value creation and achieve organizational success and sustainability. For this, the responsibility
are to :
a. ensure that suppliers, partners and collaborators selected are qualified and position to
enhance performance and customer satisfaction
b. evaluate suppliers, partners and collaborators performance and deal with poorly
performing suppliers
c. works with suppliers and/or partners to understand their needs, and the plans and
processes established to help suppliers and/ or partners improve their goods and
services, as appropriate

7. RESULTS (350pts)
These criteria are concerned with what an organization has achieved and is achieving. An
organization uses a number of key parameters to measure its performance. For each of these,
excellence is assessed relative to the organization's business/service environment and
circumstances, based on information which sets out:-
a. the organization's actual performance
b. the organization's own targets and, wherever possible,
c. the performance of competitors
d. the performance of organizations.
For each of the results criteria, evidence is required of the extent to which they cover the range of
the organization's activities and of the relative importance of the parameters presented.

7.1 Customer (85 pts)

What the organization is achieving in relation to its external customers. Results and the relevance
of the measures used should be presented to cover :
a. the customers' perception of the organization's products, services and customer
relationships
b. additional measures relating to the satisfaction of the organization's customer

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 7.2 Financial and Market (95pts)
What are the organization key financial and marketplace performance results which have the aim
of demonstrating the financial sustainability and marketplace achievement. Results and the
relevance of the measures used should be presented to cover :
a. current levels and trends in key measures or indicators of financial performance,
including aggregate measures of financial results and economic value. Compare
results relative to competitors, as appropriate.
b. current levels and trends in key measures of marketplace performance, including
market share/position, market acceptance, business growth, and new markets.
Compare results relative to competitors, as appropriate.

7.3 People (85 pts)

What the organization is achieving in relation to its people. Results and the relevance of the
measures used should be presented to cover :
a. people's perception of the organization
b. additional measures relating to people satisfaction

7.4 Processes (85 pts)

What the organization demonstrate key operational performance results process, which have the
aim of demonstrating work system and work process effectiveness and efficiency. Results and
the relevance of the measures used should be presented to cover :
a. current levels and trends in key measures of design, production, delivery, and support
process performance appropriate measures of efficiency
b. current levels and trends of supplier and partner performance indicator.
c. current levels and trends in key measures of the organisation's contribution to the
community, society and the environment
d. current levels and trends of key measures of product and process performance
compared with the competitors performance and other organization with similar offering

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 SCORING SYSTEM

Scoring Guidelines
Plan
Plan refers to how the applicant addresses the criteria requirements – the methods used.
The factor used to evaluate approach include the following:
 Extent to which methods, tools and techniques are appropriate for the requirements
 Extent to which methods, tools and techniques are effective.
 Degree to which the approach is: - systematic, integrated and consistently applied - based
upon information that is objective and reliable
 Evidence of innovation, including significant and effective adaptations of approaches used in
other applications or types of business

Execute
Execute refers to the extent to which the applicant’s approach is applied by the organization. The
factors used to evaluate deployment include the following:
 Appropriate and effective use of the approach in functional/operational areas
 Appropriate and effective use of the approach in interactions with customers, employees,
suppliers/ partners of goods and services and the public
 Approach is applied consistently

Results
Results refer to the organization’s outputs and outcomes in achieving the requirements in items
7.1 to 7.4 (category 7). The factors used to evaluate results include the following:
 Current performance level
 Performance levels relative to appropriate comparisons and/or benchmarks
 Rate, breadth and importance of performance requirements
 Linkages of results measures to key performance requirements identified organizational
profile and Plan/Execute criteria items

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 Scoring Guidelines (Category 1 – 6)
Score 0-19% 20- 39% 40- 59% 60-69% 70-79% 80-100%
Plan Company does Company has Company has Company has Company has Company has
not have such started Business adopted Business aligned and integrated the refined the
initiatives Excellence Excellence adopted Business adoption of adoption of
initiatives Framework with Excellence Business Business
sporadic Framework to Excellence Excellence
achievement major business Framework with Framework and
significant demonstrated
improvement to significant impact
all major in their business
functional /
operational areas
of the
organization
initiatives
Execute No evidence of The degree of Implemented Well implemented Well deployed Fully deployed
any systematic implementation is initiatives to all initiatives to all initiatives to the initiatives to the
approach not systematic, functional / functional / overall organizational
deployed in the integrated and operational areas operational areas organizational needs
company consistent of the organization of the organization needs

Scoring Guidelines (Category 7)

Score 0-19% 20- 39% 40- 59% 60-69% 70-79% 80-100%
Result No evidence of Evidence of early Evidence of Evidence of Integrated Well integrated
organizational stages of structured systematic and organizational organizational
alignment organizational organizational overall alignment alignment with alignment with
alignment alignment of organizational current and future current and future
needs are organizational organizational
identified needs needs

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 Figure 2: Categorising Companies

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 Criteria Weightage
The seven categories of the business excellence framework have been allocated a total of 1,000
points. The overall weightage of points allocated for the driver and systems categories is 65%
and results category 35%.

No. Categories/Item Point Values

1 Leadership 150
1.1 Senior Leadership 90
1.2 Governance And Societal Responsibility 60
2 Planning 90
2.1 Strategy Development 35
2.2 Strategy Deployment 55
3 Information 90
3.1 Management Of Information And 90
Knowledge
4 Customer 110
4.1 Voice Of Customer 40
4.2 Customer Engagement 70
5 People 120
5.1 Human Resource Planning 25
5.2 Employee Involvement 30
5.3 Education, Learning And Development 30
5.4 Employee Well Being And Morale 20
5.5 Benefits And Appraisal System 15
6 Process 90
6.1 Work Processes 20
6.2 Process Management & Improvement 30
6.3 Supplier & Partnering Processes 40
7 Results 350
7.1 Customer 85
7.2 Financial And Market 95
7.3 People 85
7.4 Process 85
Total Points 1000

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 MPC BUSINESS EXCELLENCE PROGRAMME

The Business Excellence programme guides organisations of all sizes and from all sectors in
achieving organisational performance. One of our key services is to undertake assessment,
identify excellent companies as role models, share best management practices and help
organizations achieve best in-class performance level.

In collaboration with the Business Excellence community, we provide to organisations like yours;
 the criteria for Business Excellence, an integrated management framework with proven
results;
 assessment tools to evaluate performance and improvement efforts;
 comprehensive feedback report highlighting organisational strengths and opportunities for
improvement and;
 educational presentation, training, workshops and conferences on best management
practices and how to apply the Business Excellence Criteria to improve and innovate.

Business Excellence Community

Be part of the Business Excellence Community and contribute to your organisation’s excellence.
 Business Excellence Partner
An Organisation which has establish collaboration with MPC to nurture its vendors or
suppliers using the Business Excellence Practices.

 Business Excellence Practitioner

An Individual who is engaged in the actual application and adoption of BEF and is leading a
BE Certified organisation in its Journey of Excellence.

 Business Excellence Assessor

An Individual who is a certified Business Excellence Assessor by MPC or other recognised
institutions. (whether or not in employment with a certified Business Excellence organisation).

 Business Excellence Consultant

An Individual or a Member of an organisation who is an expert in BEF and with a wide
knowledge of the BE practices among industries.

Business Excellence Programme: Journey Towards Enhancing Productivity & Competitiveness Page 22
 Certifications and Awards
Under the business excellence programme, there are various levels of performance excellence
where organizations are assessed and certified. With the certification, organizations will be part of
a network with a common interest on how to optimize the performance of their organizations and
provided with opportunities to learn about best business practices that have been implemented in
Malaysia and internationally.

Organizations that attain commendable levels of performance on the framework are recognized
with the business excellence certifications, and those that attain outstanding levels are
recognized with the business excellence awards. The Malaysia Productivity and Innovation Class
(MPIC), Quality Management Excellence Award (QMEA) and Prime Minister Industry Excellence
Award (PMIEA) are key milestones of overall performance on the Business Excellence
Framework.
Figure 3: Business Excellence Journey

Business Excellence Journey

1000
Award Winners
Assessment Score

Certified Malaysia Productivity &

Innovation Class
700
-------------
Malaysia Productivity & Innovation Class

400 ------ Members

Business Excellence Practitioners

0

Business Excellence Adopters

Business Excellence Programme: Journey Towards Enhancing Productivity & Competitiveness Page 23
 REGISTRATION

For general enquiries:

Tel : 03-7955 7266
Email : shnorms@mpc.gov.my
suhaimi@mpc.gov.my

For Business Excellence Programme Application:

1. Partner Programme
Tel : 03-7955 7266
Email : shnorms@mpc.gov.my
suhaimi@mpc.gov.my

2. Practitioner Programme
Tel : 03-7955 7266
Email : waila@mpc.gov.my
sivasena@mpc.gov.my

3. Assessor Programme
Tel : 03-7955 7266
Email : waila@mpc.gov.my
sivasena@mpc.gov.my

4. Consultant Programme
Tel : 03-7951 2348
Email : waila@mpc.gov.my
sivasena@mpc.gov.my
Website : www.mpc.gov.my

Business Excellence Programme: Journey Towards Enhancing Productivity & Competitiveness Page 24
 BUSINESS EXCELLENCE ASSESSMENT FOR PRODUCTIVITY AND INNOVATION
IMPROVEMENT

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