“Organizational excellence is defined as the ongoing efforts to establish an internal framework of standards and processes intended to engage and motivate employees to deliver products and services that fulfill customer requirements within business expectations. It is the achievement by an organization of consistent superior performance—for example, outputs that exceed meeting objectives, needs, or expectations.
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Organizational excellence models
Malcolm Baldrige National Quality Award
One program highlighting the traits and attributes of organizational excellence is the Malcolm Baldrige National Quality Award. In the Baldrige Excellence Framework, the attributes of organizational excellence include:
- Leadership
- Strategic planning
- Customer and market focus
- Measurement, analysis and knowledge management
- Human resources/workforce focus
- Process management
- Business results
European Foundation for Quality Management
A similar protocol, the European Foundation for Quality Management (EFQM) Excellence Model, includes:
- Leadership
- People
- Strategy
- Partnerships and resources
- Processes, products, and services
- People results
- Customer results
- Society results
- Business results
Deming Prize
The Union of Japanese Scientists and Engineers (JUSE) created the Deming Prize, with specific awards for individuals and for organizations and operating divisions. From a definition of “company-wide quality control” (CWQC), the Deming Prize identified multiple levels and categories of organizational excellence that include:
- Organization and its management
- Education
- Quality information
- Planning
- Analysis
- Standardization
- Control
- Quality assurance
- Results
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Managing for organizational excellence
Another perspective is to view organizational excellence as the successful integration of technology, infrastructure, and personnel to achieve a common goal or mission.
Organizational excellence is often the result of transitional and transformational activities. Successful organizational outcomes require deliberate management and improvement in six key areas:
- Information: Metrics, measures, and decision support
- Structure: Roles, responsibilities, and accountabilities of each functional area
- People: Total human capital within the organization
- Rewards: Compensation and incentives
- Learning systems: Knowledge and training to continuously improve skills
- Work processes: Interaction and linkage of workflows”
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