Validating a best practice: a tool for improvement and benchmarking

Cover......Page 1
Half Title......Page 2
Title Page......Page 4
Copyright Page......Page 5
Dedication......Page 6
Table of Contents......Page 8
Foreword......Page 16
Acknowledgments......Page 18
Authors......Page 20
Section I Description of The Best-Tool......Page 22
 Chapter 1 Introduction......Page 24
  1.1 Why a Book on the Subject of “Best Practice”?......Page 25
  1.2 What Are the Advantages of the Application of the BEST-Method and BEST-Tool for the Reader?......Page 26
  1.5 The Book Focuses on Two Potential Audiences for Three Major Purposes......Page 27
  1.6 Benchmarking, Best Practices, and Excellent Results......Page 28
  1.7 Objectives, Benchmarking, and Definitions......Page 29
  1.8 BEST-Method and BEST-Tool......Page 31
  1.9 Structure of the Book......Page 32
  2.1 Definition of Best Practice......Page 34
  2.2 Key Concepts in the Definition of a Best Practice......Page 35
  2.4 Best Practice versus Best Technical Product......Page 36
  2.5 BEST-Method and BEST-Tool......Page 37
  2.6 Documenting a Best Practice......Page 38
  2.7 Measurement of Excellence......Page 39
  2.8 Enabler......Page 40
  2.10 Results......Page 41
  2.11 Organizational Maturity......Page 44
  2.12 Benefits of the BEST-Tool......Page 49
  2.13 Use of Case Studies for Demonstrating the BEST-Tool......Page 50
  2.14 Why We Use Older Case Studies......Page 51
  2.15 Conclusion......Page 52
   3.1.1 Enabler......Page 54
   3.1.2 Plan......Page 55
   3.1.3 Do......Page 68
   3.1.4 Check......Page 72
   3.1.5 Act......Page 77
   3.2.1 Results......Page 80
   3.2.2 Test of Results Criteria on a Real-Life Example......Page 87
   3.3.1 Definition of a Process......Page 89
  3.5 Use of the BEST-Tool (Complete and Detailed Checklist)......Page 94
  3.6 Use of the BEST Quick Scan Tool......Page 99
   3.7.1 Incomplete Best Practices......Page 101
   3.7.3 Scores......Page 102
   3.7.4 Realistic Tool......Page 103
  4.1 What Is a Best Practice?......Page 104
  4.2 A High-Level Sequence for Developing and Writing a Best Practice......Page 106
  4.3 Documenting a Best Practice Case Study......Page 107
   4.3.3 Author......Page 108
   4.3.4 Context......Page 109
   4.3.5 Description of the Method and Results......Page 110
   4.3.6 Measurement Method......Page 111
   4.3.8 Maturity of the Process......Page 112
   4.3.11 Cause and Effect......Page 114
  4.4 How Many Best Practices?......Page 115
Section II Use of The Best-Tool......Page 118
 Chapter 5 Use of the Detailed BEST-Tool: Three Case Studies......Page 120
   5.1.1 Who is Lion Nathan?......Page 121
   5.1.5 Leadership Drives Cultural Transformation......Page 122
   5.1.7 Organizational Culture Inventory® (OCI®)......Page 123
   5.1.9 Life Styles Inventory™ (LSI 1 and LSI 2)......Page 125
   5.1.10 Assessment of Case Study: Lion Nathan......Page 126
   5.1.11 Important Preliminary Remarks......Page 128
   5.1.12 Building Block: Enabler......Page 129
    5.1.12.1 Analysis of the Plan Step of the BEST-Method......Page 130
    5.1.12.3 Analysis of the Check Step of the BEST-Method......Page 133
   5.1.13 Building Block: Results......Page 136
    5.1.13.1 Scope and Relevance......Page 137
    5.1.13.3 Targets......Page 141
   5.1.14 Building Block: Management of Process......Page 142
   5.1.16 Summary of the Assessment of the Lion Nathan Case Study and Conclusion......Page 143
  5.2 Case Study 2: Corporate Social Responsibility at Loblaw......Page 144
   5.2.2 Loblaw Companies CSR Vision......Page 145
   5.2.6 Loblaw CSR Pillars......Page 146
   5.2.7 CSR Annual Reports......Page 147
   5.2.10 Insights from Valued Stakeholders......Page 148
   5.2.11 Moving Forward in Reduction of the Carbon Footprint......Page 149
   5.2.12 Improving Energy Efficiency and Cutting Carbon Emissions......Page 151
   5.2.16 Reducing and Diverting Waste......Page 152
   5.2.18 Assessment of the Loblaw CSR Case Study......Page 153
    5.2.19.1 Analyze the Plan Phase of the BEST-Method......Page 154
    5.2.19.3 Analysis of the Check Step of the BEST-Method......Page 158
    5.2.19.4 Analysis of the Act Step of the BEST-Method......Page 160
   5.2.22 Maturity of the Management of the Process......Page 161
   5.2.24 Summary of the Assessment of the CSR Loblaw Case Study and Conclusion......Page 162
   5.2.25 Good Practice......Page 163
  5.3 Case Study 3 Dream Hotel......Page 165
   5.3.1 Organization of the Company......Page 166
   5.3.2 Description of the Key Process Check-out......Page 171
   5.3.3 Conclusion......Page 180
 Chapter 6 Application of BEST Quick Scan Tool on Case Studies......Page 182
    6.1.1.1 Who Is The Ritz-Carlton Hotel Company?......Page 186
  6.2 Case Studies from Healthy Workplaces: A Selection of Global Good Practices......Page 187
    6.2.1.1 Who Is Lån & Spar Bank?......Page 189
    6.2.1.4 Conclusion......Page 190
    6.2.2.3 Assessment of Case Study GSK......Page 192
    6.2.3.3 Assessment of Case Study Baxter International Inc. USA......Page 193
   6.3.1 Preface......Page 194
    6.3.2.2 Who Is Nalco?......Page 196
    6.3.2.4 Conclusion Case Study Nalco......Page 197
    6.3.3.2 Assessment of Case Study MWH Global Inc.......Page 199
    6.3.3.4 Global Conclusion on the APQC Case Studies (Nalco and MWH Global Inc.)......Page 200
    6.3.4.1 Who Is Metro Public Health Department (MPHD) Nashville, Tennessee?......Page 201
    6.3.4.3 Conclusion of the Nashville, TN Case Studies......Page 202
    6.3.5.1 Assessment of Case Study Singapore’s School System......Page 204
    6.3.5.3 Additional Comments......Page 206
   6.4.2 About Top Employers Institute......Page 207
   6.4.4 Conclusion of the Assessment of HRCI & TEI......Page 209
   6.5.2 Assessment of Case Study ExxonMobil Safety, Health, and the Workplace......Page 210
  6.6 Observations Gained from the Assessment of Ten BEST Quick Scan Studies......Page 212
  7.1 Original Case Study: Orange County Health Department, STD Quality Improvement Case Study......Page 216
  7.2 The Situation......Page 218
  7.3 Step 1: Describe the Problem......Page 219
  7.4 Step 2: Describe the Current Process......Page 220
  7.5 Step 3: Identify Root Cause(s) of the Problem......Page 222
  7.6 Step 4: Develop a Solution and Action Plan......Page 225
  7.7 Step 5: Implement the Solution......Page 226
  7.8 Step 6: Review and Evaluate Results of the Change......Page 227
  7.9 Step 7: Reflect and Act on Learnings......Page 228
  7.10 Looking Back: Fall 2008......Page 230
  7.11 Apply the BEST-Method: Updating to 2019......Page 232
   7.11.1 Improvement: Trends......Page 234
   7.11.2 Area for Improvement: Stakeholders......Page 237
   7.11.3 Improvement Audit......Page 239
   7.12.1 2019 Assessment of Case Study Orange County Health Department, STD Quality Improvement......Page 240
   7.12.2 Full BEST-Tool Assessment of Orange County Health Department STD Blood Draw Process Case Study......Page 241
   7.12.3 Current Status of Best Practice: Summer 2019......Page 244
   7.12.4 Conclusion......Page 245
  7.13 Lessons Learned......Page 248
 Chapter 8 Conclusion......Page 252
  8.1 Lessons Learned......Page 253
  8.2 Complete Best Practice......Page 254
  8.4 Definitions......Page 255
  8.7 Journey toward Excellence......Page 256
  8.9 Super Quick Assessment......Page 257
  8.10 Choice of the CEO......Page 258
  8.11 Static or Dynamic?......Page 259
Appendix......Page 262
Index......Page 274