International Performance Excellence, IPE 1

Consultancy Training

International Performance Excellence

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International Performance Excellence, IPE2

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International Performance Excellence, IPE 3

Table of Contents

Who we are

Message from the CEO

Our Vision, Our Mission, Our Values

Our Services

Gap Analysis/ Assessment

Implementation of International Standards

Performance Improvement

Human Resources Consulting

Training

Society Contribution

Applied and Market Research

Our Partners

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5

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IPE/VC/CP/11/3.3

International Performance Excellence, IPE4

In t ra l c an n orl , learn n a ecome an nte ral art of t e l e of n al , ro an or an at on It ar a le t at learn n a ecome a cr t cal roce , t onl f t r e trate call an em e e o erat onall n t e

or lace

ro o t m lon o rne of re earc an ractice, I a e exerte m e ort to ec call learn o to learn an a e ma e t m m on to m ro e ot m o n

learn n ll a ell m cl ent er t e la t e enteen ear I a e or e t co ntle or an ation of all e an n ar o ector e t er a an em lo ee, an a e or, an a tor, a tra ner or a con ltant el n t em re ol e t e r e an learn from t e man re o rce a a la le to t em I real e t at or an at onal learn n a e tren t an erentiator of or an ation , ere an a n ance of em r cal re earc ort t at t t e e or an at on c excel n learn n t at ten to excel n ne

on er n t e m ortance of learn n an t e al nment of or an ation acti tie t t e ac e ement of t e r on an t e f l llment of t e r m on an o ecti e IPE

a een e ta l e t a on to ecome t e n m er one fac l tator of or an ational learn n n t e re on an t e rem er o rce for e t ractice an al e a e con ltin , tra n n an re earc er ce an ro ct

r e er ce are foc e on excell n n erformance t ro t e til ation of or an ational excellence mo el an nternational tan ar c a E , I, IIP an I e e er ce ll e ro e t ro ec al e centre ncl n t e enc mar n

entre, In e tor n Peo le entre an t e Pro ect ana ement entre

t IPE e are er een on n ac to o r oc et an ecom n a role mo el a a oc all re on le or an ation an n e ractice an n tiati e a e een e ne an ll

e ro e n a e n c e of nte rate er ce an ol tion to en re t team an I rel m c on o r fee ac an e tion o lea e ta n to c

r laa ara , ef Exec ti e cer

International Performance Excellence a , E

r laa ara ,

Messagefrom the CEO

International Performance Excellence, IPE 5International Performance Excellence, IPE 5

IPE an nternational com an a r n to orl reac , em lo n ta of er e ac ro n , n orl cla an nternational tan ar n ractice t IPE o r a m to a t o r cl ent to reac an ta n

excellence n e o tcome , a l roce an nteraction t t e r ta e ol er Excellence em e e n o r lo o e n, lo an, ol c e

an trate e e tr e to ecome a role mo el n a l n excellence n o r or an ation a ell a o r cl ent cen e t e o ernment of

a , o r com an a nat ral e ol tion of t fo n er lon tor n a l n or an ational excellence In or er to fac l tate o r or , e a e e ta l e ec al e centre c a

1. International Centre for Benchmarking Studies (ICBS) 2. International Centre for Investors in People (ICIP)

3. International Centre for Project Management (ICPM)

e tron l el e e n t e o er of oc al net or n an learn n from ot er , e a e e ta l e e eral ec al Intere t ro I

e e ro are o en to o r c tomer , mem er an oc et ere er can re ter free of c ar e an are t e r t o t t ot er

mem er , n enc mar n o ort n tie an rece e an er to t e r e tion rrentl t ere are e I

1. Healthcare 2. Education and Higher Education 3. Government 4. Non-Profit and NGOs 5. Auditors and Assessors

Who We Are

5International Performance Excellence, IPE

International Performance Excellence, IPE.6

To be one of the leading facilitators of organisational learning in the region, the premiere source for best practices and value added consulting, training and research services and products.

Our Mission To provide top quality services and solutions to our clients based on their needs and in line with international best practices; building on our strategic partnerships and competent teams with a commitment to continuous improvement.

Our Values1. Recognition 2. Continuous improvement 3. Value added products and services 4. Transparency 5. Society contribution 6. Taking ownership

Our Vision

6 International Performance Excellence, IPE

Our Services• Gap Analysis/ Assessment• Implementation of International Standards• Performance Improvement• Human Resources Consulting• Training• Applied and Market Research• Society Contribution

Gap Analysis/ Assessment

Implementation of International Standards

Performance Improvement

Society Contribution

Applied & Market Research

Training

Figure 1: Our Services

Performance ImprovementPerformance ImprovementPerformance ImprovementPerformance Improvement

Consultancy

International Performance Excellence, IPE

International Performance Excellence, IPE

ll of t e er ce e ro e to o r cl ent are e ne to a e t e r ro te to ar contin o m ro ement an excellence r a c er ce t e a nal e ment, c e ro e e t er a a tan alone er ce or a an nte ral art of o r con ltanc ro ect In a a nal ro ect, o r team of con ltant a e e an or an ation to

entif t e a et een t c rrent tate an t e re f t re tate

Gap Analysis/Assessment

Implementation of International Standards t IPE, e o er o r con ltanc er ce for t e m lementation

of lo al al t an Excellence tan ar ome of t e tan ar e a e a te o r cl ent n m lementin are

a. European Foundation for Quality Management (EFQM) Excellence Model

e E o el a non re cr ti e otal al t ana ement a e mana ement frame or t at

e an or an ation area of foc for t e r at to excellence nto a et of ena ler an a et of re lt o n n

re elo er of t e re onal Excellence ar ncl n t e e al fa Excellence ar E an t e

a al t ar are a e on t e E o el, an are a e e n E et o olo n t e E o el a an m ro ement frame or a a te

lo al or an a tion , ncl n an to name a fe , n a n t e r at to ar ecom n t e Excellent or an ation t e are to a

Figure 2: The EFQM Model

Key ResultsProcesses, Products & Services

People

Strategy

Leadership

Partnerships & Resources

People Results

Society Results

Customer Results

Enablers Results

Learning, Creativity and Innova-

International Performance Excellence, IPE 9

c. Occupational Health and Safety (OHSAS 18001)

a een e elo e a a mana ement tan ar co er n occ ational ealt an afet lt o

not an I tan ar , t com letel com ati le t ot er I tan ar an can t e m lemente

alon t t em a art of an Inte rate ana ement tem I tan ar

a a ne o lar t a or an ation a e ecome more een on ex tin

t e r comm tment to cc ational ealt an afet ro t e ro on

of a afe or lace an afe or n con tion , or an ation tan to ene t from a re ction n acc ent rate , an , con e entl , a ecrea e n o ntime an ncrea e ro cti t

b. Quality Management System (ISO 9001)

e I al t ana ement tan ar nten e to romote t e a o tion of a roce a roac n e elo n , m lementin an m ro n t e e ecti ene of a al t mana ement tem, to en ance c tomer ati faction meetin

c tomer re rement I r an ation c c oo e to m lement a an rece e t e nternationall accre te I certi cation a e enti e t e otential ene t of c an m lementation e e are not l m te to

nanc al ene t , m ro e o erational e c enc e , ncrea e ale , m ro e I n ce , a ell a ncrea e ro ta l t

d. Environmental Management System (ISO 14001)

e I ana ement tan ar e ne a frame or for en ronmentall con c o or an ation to re ce t e ne ati e m act of t e r o eration on t e en ronment t t e e tene lo al foc on ta na l t an en ronmental te ar , t ere an ncrea n tren n com an e c oo n to m lement t tan ar

e tan ar f ll nte rata le t I an , an , alt o not l m te to t e con tr ction n tr , t e m lementation earn o nt for or an ation ee n EE E I certi cation for t e r ne

con tr ction ro ect

International Performance Excellence, IPE

e. Risk Management (ISO 31000)

are an n erent ro ert of all or an ation , one c can re ent t em from ac e n t e r o ecti e In or er for a ta na le r mana ement met o olo to e ncor orate t n an or an ation, a ca ca n a roac to e n n r ,

a oc ate roce e an tool to mon tor an control t e e r , re re e I ana ement tan ar co er t re rement t ro ro n a tr ct re frame or for entif n an mana n r t n or an ation ,

le en r n mana ement comm tment an acco nta l t

f. Food Safety Management (ISO 22000)

I a eta le , roce ral, r mana ement tan ar ec c to o eration relate to t e foo

an e era e n tr e tan ar com letel nte rata le t t e I tan ar , an eta l

t e re rement of a foo afet mana ement tem, ncl n P Pr nc le ne of t e mo t m ortant ene t of t e m lementation of t tan ar t at t

e a certa n le el of a rance of t e foo afet an foo re aration ractice n an or an ation

e. Risk Management (ISO 31000)

g. Information Security Management Systems (IS0 27001)

I tan ar co er e t ractice an recommen ation on nformation ec r t an t a oc ate r an control e tan ar , c co er a roa co e ncl n r ac , con ential t , an ec r t

e , e mana ement a tematic frame or to mana n r n t e context of an Information ec r t ana ement tem ore an more com an e a e o te to m lement t tan ar a t e ex an t e r

ne e to ncl e onl ne, nternet a e o eration , an a t e rel more ea l on Information tem for t e contin t of t e r o eration

11

PLAN

REVIEW

What does it consist of ?

Developing strategies to improve the performance of

the organisation

Taking action to improve the performance of the

organisation

Evaluating the impact on the performance of the

organisation

DO

Figure 3: IIP Framework

the organisation

h. Investors In People (IIP)

In e tor n Peo le o er a ractical a roac to el tran form ne erformance t ro eo le r a roac e ex l t to ta lor t e frame or accor n to n al ne nee , re ar le of ne e or ector In e tor n

Peo le a lo cal ne m ro ement artner to el or an ation a o t reco n e e t ractice an real e t oal

In e tor n Peo le a contin o ne m ro ement frame or t at e er c an n n l ne t ne nee e frame or , e cte n re elo , a e elo e at t e en of t e la t rece on n colla oration t lea n

ne e to ort t em t ro time of c an e an econom c ncerta nt n reco n e e t ractice It no reco n e a a lea n ne m ro ement tool an al t tan ar , an t e onl one t at ′ eo le or entate ′

In a tion to t e IPE core team, e a e acce to a lar e net or of ex er ence con ltant ec al e n t e m lementation of t e e nternational tan ar , amon t ot er , ncl n

e cal a orator e I Information ec nolo ana ement I or orate oc al e on l t I Inte rate ana ement tem I P

e frame or a een e elo e to follo t e ne c cle Plan oe e allo n mana ement to c oo e t e mo t rele ant art of t e

frame or n a e ment roce ll ro e ec c e elo ment o nt to el or an ation ac e e t e r o ecti e , ma n t e

In e tor n Peo le frame or rele ant to all or an ation re ar le of a e, e or ector

REVIEW

What does it consist of ?

Evaluating the impact on the performance of the

organisation

DO

Figure 3: IIP Framework

Evaluating the impact on Evaluating the impact on Evaluating the impact on

e frame or a een e elo e to follo t e ne c cle Plan oe e allo n mana ement to c oo e t e mo t rele ant art of t e

frame or n a e ment roce ll ro e ec c e elo ment o nt to el or an ation ac e e t e r o ecti e , ma n t e

In e tor n Peo le frame or rele ant to all or an ation re ar le of a e, e or ector

International Performance Excellence, IPE

International Performance Excellence, IPE

e at IPE a m to ro e o r cl ent t t e e t al e of er ce t ro t e m lementation of erformance m ro ement mea re an met o olo e a e on t e a enti e n t e a a e ment a e of ro ect lt o t e e mea re can ncl e t e m lementation of one or more of t e International tan ar or Excellence o el mentione a o e, t e can ta e t e form of erformance m ro ement ro ect an n tiati e t at ll ena le

t e or an ation to ac e e c certi cation an or a ar ome of t e erformance m ro ement er ce at IPE are

1. Benchmarking

enc mar n t e roce of entif n an learn n from e t ractice e ot er or an ation t IPE, e con ct enc mar n

ro ect for o r cl ent n t e nternationall reco n e E et o olo , to ma e

n cant a ance n o r cl ent contin o m ro ement ro ect ro o r a l ation

t t e ne Performance Im ro ement e o rce PI , e ro e o r cl ent t

n cant co nt n o n n t re o rce, n t em nl m te acce to nternationall

reco n e e t ractice

2. Surveys

ne of t e mo t m ortant a ect of erformance m ro ement entif n t e tat o IPE ro e t cl ent t a mean

of entif n t e c rrent tate of ati faction of all t e r ta e ol er ncl n c tomer ,

l er an em lo ee t ro t e e of eta le electron c or man al r e an t e

corre on n anal of t e r e re lt e e re lt el or an ation entif t e r

tren t an area for m ro ement, ere l tin t e e area a t em n trate call

r or ti n t e r m ro ement ro ect an n tiati e

Performance Improvement

Human Resources Consulting Peo le mana ement form one of t e fo n ation of al t an excellence, IPE ro e n e t on ltanc

er ce , from t e e tion of m ro ement an t e ro o tion of re tr ct r n lan , to el n or an ation erentiate et een f nctional an o tional or an ational c art an t e r re ecti e m l cation , to t e r tin

of real tic o ec cation an o e cr tion IPE t e t cl ent ex tin tem , roce e , ol c e an roce re , an ro e real tic, ac e a le re tr ct r n lan to r e m ro ement , le en r n a erence to

local la an re lation

International Performance Excellence, IPE

4. Suggestions/ Complaints/ Feedback Systems

ro t e ealt of tac t no le e n o r team re ar n t e e tem , e a e een a le to ro e o r cl ent t met o olo e

an a roac e c are ot e ecti e an e c ent n m lementin t e e tem ot onl a e t e e m lementation ccee e n m ro n o erall erformance an ena l n or an ation to ac e e

certa n trate c o ecti e , t e a e al o a e t em n rece n nternationall reco n e Excellence ar

5. Critical Thinking and Psychometric Testing

r tical n n an P c ometr c te tin e orl e for t e r o e of recr tment, a e ment of ex tin ta ca a l t ,

an , ltimatel , ec on ma n n ot e cational an ne or an ation t IPE, e e nternationall reco n e te t to a e n al a l tie n relation to erent ne an or lace

context r te t ncl e

a r tical n n ll e t antitati e ea on n e t

c ealt c ence ea on n e t omm n cation ll e t

e areer tit e e t

or a f ll l t of t e te t t at e ro e, lea e o not e tate to contact at an time

3. Mystery Shopping

ter o n a enomenon t at mea re t e al t of c tomer er ce t n or an ation from t e e o nt an ex er ence of a c tomer e met o m le, ere m ter o er nteract t ne e a re lar, a to a c tomer an t en re ort ac on t e ex er ence e e nteraction can ta e on e eral form c a

a P cal te t ele one call

c Ema l ax

ro t e e nteraction , n al o a e een tra ne n a ance on t e cr ter a e n e al ate , can a e t e ar o a ect of t e cl ent c tomer er ce ll o r ter o er a e to n er o r oro al t c ec an

contin o re e of t e al t of t e r or an m on , en r n t e acc rate an rel a le e al ation of t e er ce

IPE a e elo e a tate of t e art ter o n tool t at ro e o r cl ent t to of t e l ne ter o n er ce , all t e le en r n

a l tra ne o er t at are e c entl r efe on t e cenar o an role a ne lar e ool of o er t at co er ar o emo ra c a e, en er, national t , etc to e a le to m late t e real o er ex er ence a clo el a o le

c e eneration of eta le re ort an ra t at e cr e o o r er ce are com are to o r tar et an nternational enc mar

International Performance Excellence, IPE14

In or er to en re t e al e an ta na l t of o r er ce an ol tion , IPE o er tra n n n t e form of l c co r e , a ell a art of o r nte rate er ce e tra n n ro e en re t at o r cl ent reta n t e nece ar no le e to ma nta n t e al e of o r con ltin er ce follo n

ro ect com letion ll of o r co r e are ta t nternationall certi e tra ner , an are al ne t nternational or an ation c a t e lo al enc mar n et or an t e mer can

oc et for al t ome of o r co r e are accre te local a t or tie c a ealt t or t a

1- EFQM Certified Assessor Training (EAT)

ro t e E ro ean o n ation for al t ana ement E , IPE o er o t e n e an tincti e o ort n t to ecome an nternationall reco n e E Excellence e or an

E erti e e or, ele ate can act a a e or for excellence a ar an c eme a e on t e E o el, c a t e e al fa Excellence ar E , an t e a al t ar

e E tra n n ro e ele ate t t e f n amental conce t of excellence, no le e on a m latin excellence nto an or an ation c lt re, a ell a t e e ecti e a l cation of t e

cor n met o olo

2- Certified Benchmarking Coordinator (TRADE)

In al tra ne n E can a ance t e r no le e of enc mar n t ro t e accom an n certi cation c eme to en re t at enc mar n a l e rofe onall certi cation c eme t e r t to e o ere n enc mar n , an reco n e t e nee to a ance t e rofe onal m of t el

3- Six Sigma Training

x ma a c l ne a roac t at a een el m lemente acro all t e of or an ation ncl n man fact r n , er ce, non rof t, o ernment an ealt care one e m lementat on

of x ma ro ect n t e e or an ation a o n mea ra le m ro ement n o erall e ne re lt x ma tra n n ro e ele ate t an n t on roce m ro ement an

control tool t at r e t e e o ti e re lt , an o ere at t e follo n le el ello elt, reen elt, lac elt

Training

15

4- Lead Auditor Training

ISO 9001 an nternationall reco n e tra n n f l ll n t e tra n n

re rement an cr ter a for re tration a a al t tem a tor e co r e e ne to create t e nece ar n er tan n of t e tem re rement an a tin t n an or an ation lea to e er

n er tan n , an create al e for t e ne roce e an t e r com l ance t I tan ar

ISO 14001

co r e a m to ro e t e e ential ll a oc ate t cce f l en ronmental a t an to ro e f ll no le e t c an a tor

ll e a le to e elo ractical n er tan n of en ronmental e , r nc le an ractice to e al ate t e tem

OHSAS 18001

a al a le co r e for t e or an ation ntere te n m lementin e t er or Inte rate ana ement tem I n t e r acti tie It enl ten t e a tor for conformance t t e national an nternational acce te norm an re lation relate to

re rement an ec cation

5- Integrated Management Systems (IMS)

In an a em t to nte rate re lt an max m e ene t , mo t n tr e an ne a e e elo e a n e e of t e r t ree mo t e ential

erformance mea re al t , ealt an afet , an En ronment E e re ltin tem referre to a an Inte rate ana ement

tem I an a e on t e a l cation an m lementation of I I

International Performance Excellence, IPE

International Performance Excellence, IPE

6- Certified Professional in Healthcare Quality (CPHQ)

ecom n a erti e Profe onal ealt care al t P co l e one of t e e t

career mo e for an c an, n r e, ealt care exec ti e, or an ot er mem er

of t e ealt care team n ol e n al t mana ement, erformance m ro ement, r mana ement, nfection control an re ention an ealt nformation or o n ol e a com nation of ractical emon tration ,

c on ro , ca e t e an nteracti e exerc e e artic ant are ex ecte to

a n a ol fo n ation n t e m lementation of al t n tiati e n ealt care ac r n common n er tan n of al t term nolo

c a al t a rance, contin o al t m ro ement an total al t mana ement

7- Business Process Mapping

m t t e e er c an n ne en ronment, or an ation face t e re re of ma n contin o e ecti e erformance m ro ement to m ro e ro cti t co r e ll el

ele ate n er tan t e f n amental conce t of e ecti e ne roce ma n to a n t e roce m ro ement c cle ele ate ll emer e t t e a l t to entif t e tart an en o nt of a roce , a ro r ate roce n cator , a ell a t e control n lace for

e ecti e roce mana ement ro e ele ate t t e f n amental no le e

re re to entif ne m ro ement an a te el m nation ro ect to m ro e e element t n t e ne

erti e ana er erti e Profe onal ea er erti e e el ea er erti e tomer er er erti e tomer ea er erti e IIP or an e ana ement

ra n t e ra ner ne Excellence e rement

no le e ana ement ac l t ana ement et rn on ra n n E lt re r entation r tical n n

Other courses provided by IPE include:

or nformation on all t e co r e e ro e, lea e t o r e te www.ipefoundation.comor call +97126398003

re re to entif ne m ro ement an a te el m nation ro ect to m ro e e

International Performance Excellence, IPE

Society Contributiona ont l em nar

e e ar et Pro rammec Intern Pro ramme

ec al Intere t ro I

Applied and Market Researchne of t e n er er ce nee n t e ra e on oc mentation an a l e re earc t al cation

for carr n o t a l e mar et re earc an oc mentin e t ractice an cce tone from all o er t e re on, IPE een n ll n t a n t excellent team of re earc er o a e ol an on ex er ence n ar o el an n tr e

We aim to assist organisations from all sectors; however, our key focus is centred on the following sectors: a o ernment ealt care c E cation er E cation ar t on ro t r an ation

efo n ation com

a. Government b. Healthcare c. Education/ Higher Education

d. Charity/ Non profit Organisations

International Performance Excellence, IPE

mer can oc et for al t I le Ea t a al t ro Em rate t or t for tan ar ation etrolo E Em rate olle e of ec nolo E ro ean o n ation for al t ana ement E E ro ean r an ation for al t E E ro ean on orti m for earn n r an ation ael al t

lo al enc mar n et or International oc et for Performance Im ro ement I PI lo e ter al t rance le ex n er t a r an ational earn n entre e ro e Quality Austria n earn n tem n er t of alfor nco e le Ea t

Our Partners