Validating a Best Practice: A Tool for Improvement and Benchmarking

Section I Description of The Best-ToolIntroductionWhy a Book on the Subject of “Best Practice”?What Are the Advantages of the Application of the BEST-Method and BEST-Tool for the Reader?But There Is More …Additional Applications of the BEST-ToolThe Book Focuses on Two Potential Audiences for Three Major PurposesBenchmarking, Best Practices, and Excellent ResultsObjectives, Benchmarking, and DefinitionsBEST-Method and BEST-ToolStructure of the BookThe BEST-MethodDefinition of Best PracticeKey Concepts in the Definition of a Best PracticeCharacteristics of a Best PracticeBest Practice versus Best Technical ProductBEST-Method and BEST-ToolDocumenting a Best PracticeMeasurement of ExcellenceEnablerThe PDCA-MethodResultsOrganizational MaturityBenefits of the BEST-ToolUse of Case Studies for Demonstrating the BEST-ToolWhy We Use Older Case StudiesConclusionThe BEST-Tool: Checklist of Criteria for the Assessment of a Best PracticeAssessment of the Approaches Used in a Best PracticeEnablerPlanDoCheckActAssessment of the Achieved ResultsResultsTest of Results Criteria on a Real-Life ExampleConclusionAssessment of the Management of the Best Practice ProcessDefinition of a ProcessAssessment of the Format of a Best PracticeUse of the BEST-Tool (Complete and Detailed Checklist)Use of the BEST Quick Scan ToolExperiences, Tips, and TricksIncomplete Best PracticesComplete Best PracticesScoresRealistic ToolWriting a Best PracticeWhat Is a Best Practice?A High-Level Sequence for Developing and Writing a Best PracticeDocumenting a Best Practice Case StudyTitleSubjectAuthorContextDescription of the Method and ResultsMeasurement MethodProcess DescriptionMaturity of the ProcessKey Performance Indicators (KPI) and ResultsDistribution of the ResultsCause and EffectAssessment of Enabler and ResultsLimiting ConditionsDate and Revision NumberHow Many Best Practices?Section II Use of The Best-ToolUse of the Detailed BEST-Tool: Three Case StudiesCase Study 1 Organizational Culture Change at Lion Nathan (Australia)Who is Lion Nathan?Organization of Lion NathanHistoryThree Pillars of Cultural Transformation StrategyLeadership Drives Cultural TransformationHuman Synergistics Measurement InstrumentsOrganizational Culture Inventory® (OCI®)Cultural Transformation is Done in Five Phases:Life Styles Inventory™ (LSI 1 and LSI 2)Assessment of Case Study: Lion NathanImportant Preliminary RemarksBuilding Block: EnablerAnalysis of the Plan Step of the BEST-MethodAnalysis of the Do Step of the BEST-MethodAnalysis of the Check Step of the BEST-MethodAnalysis of the Act Step of the BEST-MethodBuilding Block: ResultsScope and RelevanceSegmentationTargetsComparison with BenchmarksBuilding Block: Management of ProcessBuilding Block: Process FormatSummary of the Assessment of the Lion Nathan Case Study and ConclusionCase Study 2: Corporate Social Responsibility at LoblawWho is Loblaw?Loblaw Companies CSR VisionLoblaw PurposeCore Values of LoblawThe Way of Doing businessLoblaw CSR PillarsCSR Annual ReportsLong-Term Targets and Stakeholder EngagementLong-Term TargetsStakeholder EngagementWhat Customers Tell LoblawInsights from Valued StakeholdersMoving Forward in Reduction of the Carbon FootprintImproving Energy Efficiency and Cutting Carbon EmissionsConverting Refrigerants and Reducing Leak IntensityBuilding Energy ConsumptionConverting Fleet to ElectricReducing and Diverting WasteImportant Preliminary RemarkAssessment of the Loblaw CSR Case StudyBuilding Block 1: Enabler (22 criteria and 44 characteristics)Analyze the Plan Phase of the BEST-MethodAnalyze the Do-Step of the BEST-MethodAnalysis of the Check Step of the BEST-MethodAnalysis of the Act Step of the BEST-MethodResults (7 criteria and 20 characteristics)Management of Process (nine criteria)Maturity of the Management of the ProcessAssessment of the Format of the Best Practice of LoblawSummary of the Assessment of the CSR Loblaw Case Study and ConclusionGood PracticeCase Study 3 Dream HotelOrganization of the CompanyDescription of the Key Process Check-outConclusionApplication of BEST Quick Scan Tool on Case StudiesBusiness Process Benchmarking: Finding and Implementing Best Practices (Robert Camp)Case Study: Housekeeping System Cycle Time Reduction at The Ritz-Carlton Hotel CompanyWho Is The Ritz-Carlton Hotel Company?Assessment of the Case Study The Ritz-Carlton Hotel CompanyConclusionCase Studies from Healthy Workplaces: A Selection of Global Good PracticesCase study: Lån & Spar Bank DenmarkWho Is Lån & Spar Bank?Health in Business StrategyAssessment of Case Study Lån & Spar BankConclusionCase Study: GlaxoSmithKline UKWho Is GSK?Health in Business StrategyAssessment of Case Study GSKConclusionCase Study: Baxter International Inc. USAWho Is Baxter?Health in Business StrategyAssessment of Case Study Baxter International Inc. USAConclusionConclusions from Healthy Workplaces: A Selection of Global Good PracticesCase Studies from APQC CONNECTING PEOPLE TO CONTENT: Create, Surface, and Share Knowledge for a Smarter OrganizationPrefaceCase study: NalcoInitial CommentWho Is Nalco?Assessment of Case Study NalcoConclusion Case Study NalcoCase study: MWH Global Inc.Who Is MWH Global Inc.?Assessment of Case Study MWH Global Inc.Conclusion Case MWH Global Inc.Global Conclusion on the APQC Case Studies (Nalco and MWH Global Inc.)Case Study: Already Doing It and Not Knowing ItWho Is Metro Public Health Department (MPHD) Nashville, Tennessee?Assessment of Case Study Metro Public Health Department (MPHD) Nashville, TennesseeConclusion of the Nashville, TN Case StudiesCase Study: Why Is Singapore’s School System So Successful and Is It a Model for the West?Assessment of Case Study Singapore’s School SystemConclusionAdditional CommentsCase Study: HR Certification Institute & Top Employers InstituteAbout HRCIAbout Top Employers InstituteAssessment of the Case Study HR Certification Institute & Top Employers InstituteSummary Assessment of Case Study 9 (see Figure 6.6)Conclusion of the Assessment of HRCI & TEICase Study: ExxonMobil Safety, Health, and the WorkplaceWho Is ExxonMobil?Assessment of Case Study ExxonMobil Safety, Health, and the WorkplaceConclusionObservations Gained from the Assessment of Ten BEST Quick Scan StudiesOrange County Health Department Case StudyOriginal Case Study: Orange County Health Department, STD Quality Improvement Case StudyThe SituationStep 1: Describe the ProblemStep 2: Describe the Current ProcessStep 3: Identify Root Cause(s) of the ProblemStep 4: Develop a Solution and Action PlanStep 5: Implement the SolutionStep 6: Review and Evaluate Results of the ChangeStep 7: Reflect and Act on LearningsLooking Back: Fall 2008Apply the BEST-Method: Updating to 2019Improvement: TrendsArea for Improvement: StakeholdersImprovement AuditLooking Back: Experiences from 2008 till 2019Assessment of Case Study Orange County Health Department, STD Quality ImprovementFull BEST-Tool Assessment of Orange County Health Department STD Blood Draw Process Case StudyCurrent Status of Best Practice: Summer 2019ConclusionLessons LearnedConclusionLessons LearnedComplete Best PracticeFacts and FiguresDefinitionsIs This Approach Bureaucracy?“Poor” Best PracticesJourney toward ExcellencePitfallsSuper Quick AssessmentChoice of the CEOStatic or Dynamic?Appendix
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