Excellence Indicators – Process Category

+  The organisation has a systematic process to acquire, evaluate and implement creative ideas from all sources. Innovative ideas are evaluated and implemented to create value

+  Improvements are made to the innovation and design processes to shorten cycle time, improve design quality and reduce costs

+  The organisation’s key processes have clear objectives and targets (e.g. cycle time, quality level) which are linked to organisational goals. They are regularly reviewed to ensure they meet performance standards or targets

+  External parties (e.g. customers, suppliers, business partners) are involved in key aspects of the design process (e.g. giving inputs, design review, product/ service reviews)

+  There is a system to analyse root causes, take prompt corrective action and prevent future re-occurrence when a process fails to meet specified standards or targets

+  The organisation identifies and selects its suppliers and partners who support the organisation’s strategy

+  The organisation proactively ensures that suppliers have the capability and capacity to meet its requirements (e.g. supplier audits, supplier rating and certification system)

1 Innovation Capabilities

Interpretation Notes

How the organisation harnesses innovation to design new products and services as well as their related production and delivery systems

Describe how the organisation:

a. Gathers, evaluates and implements innovative ideas for products, services and related processes to create new value

b. Involves key stakeholders (e.g. customers, employees) in generating and implementing innovative ideas and solutions

N1. The design of new products, services and systems may include the development of variants or modification of existing products, services and systems, as well as the development of new products, services and systems emerging from research and development or other concept developments

N2. Innovative ideas may be harvested through various approaches, including gathering inputs and feedback from employees, customers, partners and suppliers, and performing research and comparative studies

2 Process Management

Interpretation Notes

How production, delivery and support processes for products and services are managed

Describe how the organisation:

a. Manages key and support production and service delivery processes to meet customer and operational requirements

b. Drives process improvement to improve productivity and ensure timely delivery

c. Sustains key processes in times of emergencies to ensure business continuity

N1. The organisation should define the key production and delivery processes that are most important in running the organisation and sustaining or achieving a competitive advantage

N2. The organisation should define the process requirements and performance indicators associated with the key processes identified

N3. Support processes may include facilities management, legal, human resource, project management, finance, accounting and administrative processes

N4. Process improvement may occur through various

 ways, including technology adoption, process research and development, use of process improvement tools, process re-engineering and benchmarking

N5. Emergencies may be related to natural (e.g. weather-related, pandemics), human (e.g. deliberate acts of man including fraud and terrorism), or technologically-related events (e.g. IT system and power failures) that have the potential to disrupt and impact operations

N6. Business continuity may be achieved through the prevention, mitigation and management of emergencies

3 Supplier and Partner Management

Interpretation Notes

How key suppliers and partners for the production and delivery of products and services are managed

Describe how the organisation:

a. Identifies and manages key suppliers and partners to achieve organisational goals

b. Engages key suppliers and partners to co-create products and services

N1. Partners may include distributors, regulatory bodies, competitors and complementary organisations. The organisation may work with partners in various ways, such as through collaborations, strategic partnerships, joint ventures and alliances

N2. The organisation may gather requirements in various ways, including audits, process reviews, inspections, certifications, testing and rating systems