How do excellent companies stay excellent?

Abstract

Organisations throughout the world adopt business excellence frameworks to guide their business strategy and continuous improvement. Some seek and receive awards which recognise high levels of achievement against the criteria of these frameworks. Even at these levels of performance, organisations face challenges to maintaining high levels of achievement and these are the subject of this paper. Using a sample of Australian Business Excellence Award winners, interviews with key managers provide insights into the challenges which these organisations face in their ongoing quest for excellence. Six key themes emerged: embedding excellence, ensuring it is not onerous, engaging people, providing meaning, driving and consistency. The paper explores these and how they are managed.

Keywords:

• business excellence
• sustaining quality
• challenges
• Australia

Acknowledgement

The author expresses his appreciation to those people in the organisations who gave their time to be interviewed.