013 BQF UK Excellence Awards Ceremony Brochure NEIL … · VVC_J2104_013 BQF UK Excellence Awards Ceremony Brochure NEIL V8 ... Knauf Play Consulting ... of techniques and tools

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InterContinental London, Park Lane

Thursday 13 October 2016

Sponsored by

Award Sponsors

VVC_J2104_013 BQF UK Excellence Awards Ceremony Brochure NEIL V8 (PRESS)_PROOF.pdf 1 06/10/2016 09:56

MESSAGE FROM THE PRESIDENTAND CHAIRMAN OF BQF

WELCOME TO THE 23RD UK EXCELLENCE AWARDS

In last year’s message, I talked about the slow-down in China, the poor performance on the

stock markets and interestingly, and somewhat ironically, the prospect of Greece leaving

the Euro! This I suggested put continued pressure on companies in the UK. Having said that,

UK organisations seem to have largely become adept at managing in perpetual economic

uncertainty and if world economic and political pressures were not enough, as we know,

on June 23rd, the UK took a monumental step in changing its future direction and decided

to opt for leaving the EU. Yet again UK organisations have had uncertainty and challenges

presented to them combined with the potential of new opportunities.

So we gather tonight to celebrate the enduring strength of UK plc and more importantly

reward the success of those who are operating at the highest levels of excellence against

this demanding background of uncertainty. For organisations, large or small, SME, plc or third

sector, to continually face economic up and downs from within the UK and also from global

market forces, succeed and continue to improve is what this BQF community stands for and

why we come together this evening.

The EFQM Excellence Model underpins the UK Excellence Award, this year kindly sponsored

by bathstore, and the finalists tonight have achieved sustained outstanding levels of

performance against the Model. In addition, our Achievement Awards will be presented to

those organisations who have shown creativity, insight and tenacity in the areas Lean and

Lean Six Sigma, Customer Satisfaction, Employee Engagement, Innovation and a Sustainable

Future. We thank TNT, GSK and Play Consulting introducing Totem for their continued

support of these awards.

So please celebrate tonight with the winners and shortlisted companies and I wish our

members and guests an evening of enjoyment and inspiration.

David Callaghan


MAIN EVENT SPONSOR

We are delighted to announce bathstore, the UK’s largest specialist bathroom retailer, as the main sponsor for this year’s UK Excellence Awards.

bathstore has been one of the true British business success stories of the past few years, and in delivering such a striking turnaround, has embodied BQF’s values and illustrated what its members strive to achieve, they are now ranked as one of Britain’s fastest growing private mid-market companies as listed in The Sunday Times Grant

Thornton Top Track 250 league.

Through investing heavily in its store estate, people and an innovative online platform, bathstore has revolutionised its customer experience offering and has consistently returned increasing profits, solidifying its position as market leader,

with 170 stores nationwide.

The Premier season is well underway, the new series of Apprentice is upon us and more importantly I am delighted to be back hosting BQF’s UK

Excellence Awards.

Tonight we will celebrate the highest performing organisations and as a passionate supporter of business, charities and education I am delighted that

they are all represented here in the audience and as award nominees.

So a very big welcome to BQF’s members and guests and I sincerely hope you enjoy the evening. Please loudly applaud our winners, of course, but

most importantly celebrate everyone here whose organisations are working tirelessly to be continuously excellent!

Karren Brady CBE

KARREN BRADY CBE ADDRESS


PROGRAMME FOR THE EVENING

HOST

Karren Brady CBE

18.30 Reception

19.30 Dinner

21.15 UK Excellence Award Ceremony

Introduction from Karren Brady CBE

Welcome from the BQF President

Followed by the presentation of the following awards:

• Lean Six Sigma Award

- Sponsored by Lean Six Sigma Academy

• Achievement Awards

- Sponsored by TNT, GSK and Totem

• Excellence 600 & Jury Commendations

• UK Excellence Award

- Sponsored by bathstore

Address by Karren Brady CBE

22.30 Chance Band and Entertainment

01.00 Close


STARTER

Beetroot cured Scottish salmon, beetroot compote, pickled radish, frisse, lemon oil

VEGETARIAN OPTION

Kaleidoscope of beetroot, rocket and watercress pesto, citrus curd with salsify crisps

MAIN

Pistachio farced supreme of Suffolk chicken, pancetta, fondant potato, green pea puree, wilted spinach,

woodland mushroom and truffle cream sauce

VEGETARIAN OPTION

Charred pumpkin “steak”, pickled shallot jam, parmesan tuille, brown butter, nasturtium leaves

DESSERT

Chocolate and salted caramel mousse, honeycomb crunch, salted caramel ice cream

Tea, Coffee and Petits Fours

WINES

Aloe Tree, Chenin Blanc, 2015Il Casone Raboso, Merlot, 2015

MENU


GOLD

bathstore

Equifax Ltd

HSBC

Raytheon Systems Ltd

Tata Limited

SILVER

Arcus Solutions Limited

DWF

Greater Manchester Fire

and Rescue Service

Grosvenor Services

Process Insight

Rentokil Initial

Tideway

Vaillant

BRONZE

1st4sport Qualifications

Advanced Packaging

EDP Drug & Alcohol Services

Elektron Technology

Equal Approach

First for Sport

GBE Consultancy Ltd

J5 Consulting

KIDS

Knauf

Play Consulting

Primetals Technologies Limited

Shop Direct

South West Trains

We are delighted to welcome the following new members to BQF:

NEW MEMBERS 2016

To find out more about BQF membership

please visit www.bqf.org.uk/membership


The Lean Six Sigma Award is a great opportunity for organisations to win recognition for the projects that their Lean and Six Sigma teams

are delivering to customers, shareholders and other key stakeholders. Individuals or project teams from organisations of any size, and from any sector, may enter and more than one entry per organisation is permitted.

Marks & SpencerThe recently formed M&S Continuous Improvement teams use Lean Six Sigma tools to deliver “simple elegant solutions”. Projects included in-store food traceability, automated stocktaking and improving the speed of customer self-service till transactions. These and other initiatives have delivered significant year one efficiencies and cost savings.

Shop DirectThis customer focused project is aligned to the strategic intent to meet the needs and manage the expectations of customer persona “Miss Very” - to ensure next day delivery and receipt of orders. The project demonstrated effective use of a wide range of techniques and tools. The approach was pragmatic, practical and the data collected was appropriate and used well.

Shop DirectThis submission clearly demonstrated a typical DMAIC/ PDCA project that included an innovative use of Lean Six Sigma tools and techniques to meet the stated aim of delivering IT projects on time. The project included a noteworthy approach to both stakeholder mapping and data collection. Achieving a significant cost saving by automating the QA process in IT, this initiative is expected to realise sustainable good results going forward.

SiemensSiemens produced a very good example of a Lean Deployment Programme that engaged all colleagues at its Digital Factory and Process Industry and Drives divisions. The project has delivered tangible benefits to the business which is clearly demonstrated by the fact that 2016 productivity targets will be met for the first time ever and very likely exceeded. Additionally, an increasing Net Promoter Score linked Siemen’s efforts to increasing its customer satisfaction.

WEG Electric Equipment Brazi lWEG Electric Equipment Brazil presented an innovative approach to achieving a significant reduction in Model W22 motor defects and the associated savings in cost of rework and scrap. This project was a traditional manufacturing one that demonstrated the use of advanced tools and was executed in an exemplary manner. The problem was well defined and the approach to the solution was both logical and pragmatic.

LEAN SIX SIGMA AWARD 2016 FINALISTS

Sponsored by


The Achievement Awards seek different and innovative approaches and initiatives that could be considered as role models across four

categories: Customer Satisfaction, Employee Engagement, Innovation and Sustainable Future.

CUSTOMER SATISFACTION

Barclays

The Advocacy Team is the Centre of Excellence responsible for resolving complaints and supporting significant shifts in customer experience for all areas of Barclays.

This initiative focuses on how the Advocacy Team resolves customer issues often before the customer realises there is a problem. Through customer insight and taking a personalised approach they proactively seek opportunities to improve the overall customer experience.

Great Western Rai lway (GWR)

This initiative showcases how GWR uses social media to fully engage with its customers 24/7 and aligns to its approach of ‘Personalised customer service, wherever, whenever’.

It demonstrates how it has implemented techniques to identify areas for improvement across the whole team function and takes a more proactive approach to customer engagement by taking more responsibility of customer issues.

University of Chester, Student Support and Guidance

The Young Adult Carers Scheme, currently in its second year of operation, is an innovative support package led by the Student Support and Guidance team at the University.

Co-created with partners and customers, the scheme aims to positively impact on the recruitment, retention and student experience of Young Adult Carers by delivering outstanding levels of satisfaction. It is designed not only to satisfy, but to ‘delight’ members of this vulnerable group.

ACHIEVEMENT AWARDS


2016 FINALISTS

EMPLOYEE ENGAGEMENT

BT

BT works in a constantly challenging market. In order to remain competitive and relevant the business needed to undergo a vast transformational change programme and redefine its strategies.

The CI Wave approach combines a number of systems, models and approaches that become an integrated programme of change management. Results include increased job satisfaction as well as significant savings for the business. The approach has also been adopted by others.

Telefónica

Operational Excellence is designed to improve employee engagement within Telefonica and help people manage uncertainty, develop personally and maintain the performance of the business.

The programme has taken Lean Six Sigma and shifted the focus on to employee engagement. Yammer is used to share successes, challenges and best practice and further engage people in the programme. Many people have been trained, including more than 200 yellow belts, and are now implementing projects across the organisation.

TNT

TNT was facing a number of challenges including declining performance and stronger competition in the market. Perfect Depot sought to make fundamental changes to the culture and behaviour of operational staff and is specifically designed to take a new approach to managing performance.

Overall engagement has increased in TNT by 32% and depots are generating and implementing improvement ideas. These improvements are helping the business to achieve its turnaround strategy.

Barclays

The Barclays Challenger Team initiative asks employees to take on the role of customer and volunteer to complete a challenge to improve a specific part of the customer journey.

Technology is used to support, report and recognise achievements. This initiative has created a clear line of sight between employees and the systems they work within. The high Net Promoter Score clearly demonstrates the success of the process for those engaged.

Sponsored by


INNOVATION

Barclays

The innovative initiative presented by Barclays is a secure mobile chat service that is available to Barclay’s customers from their mobile banking App.Launched in 2014 to 500 Business clients, engagement has since escalated and now suoports over 2 million customers.

Customers can click on the Live Chat button within the App to launch a bespoke screen. This allows customers to ask the Mobile Chat team any questions or ask for advice and guidance about any issues they have, 24/7 365 days a year.

Greater Manchester Fire & Rescue Service (GMFRS)

This innovation focuses on a modern and effective simulation based training software which offers a fully immersive and highly effective experience during training. GMFRS recognised that Incident Command training is most impactful when it replicates high risk scenarios within the Greater Manchester area that reflect the actual operational environment and associated pressures that Incident Commanders (ICs) face during a real incident.

The team within GMFRS has gone beyond the use of a virtual reality tool and its functional capability to create a unique method of supporting complex high pressure training environments. Incorporating ‘joint working’ and ‘joint understanding’ with other emergency services, this approach has also been instrumental in assisting the understanding the need of a multi-agency approach.

IMSM Limited

IMSM has developed a portal for online training and education with virtual assistance to help organisations with necessary transitions and required updates to retain and achieve accreditation to the new ISO 9001:2015 standard.

The portal provides a simple and effective ‘pain free’ way for organisations to learn and make that transition and includes built in tests to show that understanding has been achieved.

Shop Direct/TQMI

The ‘BeBetter Programme’ seeks to engage employees in embedding a process of continuous improvement with innovation at the heart of delivery and results. This joint innovation involves the way that ideas are generated by employees through a structured yet fun training programme.This includes in-house clinics where improvement leaders are provided with a team, a mentor and coaching.

The process is designed to be engaging and interactive with training and tools tailored to fit the both the improvement task being undertaken and the organisation’s culture. The ‘BeBetter Programme’ is delivering excellent results.

ACHIEVEMENT AWARDS

Sponsored by


SUSTAINABLE FUTURE

Great Western Rai lway

Following a rebrand to Great Western Railway (GWR) and the issue of new uniforms, GWR needed to collect and dispose of approximately 38,000 old uniforms.

This initiative showcases the approach taken to find practical and sustainable end of life disposal routes for uniforms currently in circulation whilst demonstrating societal value and impact.

Northern Rai l

This submission focuses on a broad range of initiatives in place to ensure the societal and environmental elements of sustainability are managed effectively.

It showcases the extensive and innovative processes that Northern Rail has introduced to identify environmental impacts and how it aims to reduce them. This includes how the Environmental Management System (EMS) supports the management of improvements across the whole organisation.

The Crystal , S iemens

The Crystal is a Sustainable Cities Initiative opened in 2012 by Siemens to raise awareness of the challenges facing cities and the important role technology can play in creating a sustainable future.

As a hub of innovation and sustainability in urban redevelopment and the world’s leading sustainable events venue, The Crystal is the home for thought leadership on urban sustainability.

University of Winchester

Creating a sustainable future is one of the key strands of the University’s Strategic Plan. Driven by sustainability it seeks to lead the sector in mainstreaming climate change education.

This award submission details the broad range of innovative approaches in place across all areas of the University, including renewable energy, food waste, transport and biodiversity to tackle the significant challenge of reducing its environmental impact and mitigating risks of climate change from its operations.

2016 FINALISTS

Sponsored by


UK EXCELLENCE AWARD

The UK Excellence Award is one of the highest honours any organisation can achieve. Launched in 1994 by BQF, it recognises

those who have demonstrated excellence across their business. All applicants are assessed against the EFQM Excellence Model which provides a structured pathway for improving business performance - identifying key strengths and areas for improvement.

ABM FinanceABM Finance provides a comprehensive range of Accounting and Financial Services, including Strategic and Operational Financial Management support to ABM University Health Board, which manages the largest PFI hospital in Wales. ABM Finance employs 100 people and provides its services to 450 budget holders. It works across 8 locations, including Swansea, Port Talbot, Bridgend, Neath and the Western Vale of Glamorgan.

Its Mission is “continuously creating Value and Excellence in financial services for the benefit of our Health Community” and this is supported by the three Values Statements developed with the input of a range of stakeholders, Caring for Each Other, Working Together and Always Improving.

Arriva Trains WalesArriva Trains Wales (ATW) is part of the Arriva Group, and is the principal passenger rail operator in Wales. As the operator of the Wales and Borders rail franchise, ATW delivers more than 950 services per day on routes that cover over 1,000 miles, serving commuter, leisure and business markets throughout Wales and into key towns and cities in English counties, notably Manchester and Birmingham.

The franchise started in December 2003 and runs for 15 years and is managed by the Department for Transport and the Welsh Government.

ATW has around 2,118 staff, manages 247 stations (54 staffed) and has a Fleet of 127 trains.

CrossCountry TrainsCrossCountry (XC) is the trading name for XC Trains Ltd, a franchised passenger Train Operating Company, which forms part of the Arriva Group, UK Trains Division (AUKT).

The XC franchise is the most extensive rail network in Great Britain, operating passenger train services to 121 stations in England, Scotland and Wales, and covering approximately 21 million miles per annum. This franchise began in November 2007. The 298 weekday services operate on radial routes from Birmingham New Street Station. The 08:20 Aberdeen to Penzance service is the longest journey covered by a single train anywhere in Great Britain, covering 773 miles taking 13 hours from start to finish. It is crewed by 20 staff from five locations.

XC Staff numbers comprise 570 Train Drivers, 444 Train Guards and 305 onboard catering staff, with a further 50 people employed in catering service centres. Additionally, CrossCountry employs 53 Cleaners, 20 Customer Service staff at key stations, 25 Revenue & Support Staff and 13 employees on a ‘casual’ contract. 309 people fulfil executive, managerial or clerical roles.

Sponsored by


Rejuvo JPCSRejuvo JPCS specialises in waterproofing tarmac, through the application of bespoke hand-applied cold micro-asphalt, which has been developed over the last 23 years. Founded in 1993, Rejuvo JPCS has made continual advances in technology to provide sustainable solutions to surfacing problems.

Rejuvo JPCS has passed over one million homes whilst delivering its works and every individual who uses a footpath or byway is considered as a stakeholder along with customers, suppliers and people. Rejuvo JPCS is a nationwide contractor, delivering services to the highways, rail and energy sectors over the last 20 years.

There are 16 in the head office known as the Helpline situated in Malpas and approximately 70 crew on gangs.

Merseyrai lMerseyrail is the local rail network operator serving the city of Liverpool and the broader conurbation of Merseyside. It is a joint 50:50 venture between Abellio and Serco and is responsible for delivering the railway services – train service delivery, managing stations, customer service and fleet maintenance. It is a unique concession in the UK as its delivery has been delegated by the UK Parliament to the Passenger Transport Executive (Merseytravel) and the concession agreement is between the operator and Merseytravel. The length of the concession is 25 years from 20 July 2003.

Merseyrail has around 1250 employees, provides 800 trains each weekday and manages 66 stations within its network.

SafeMoveFormed in February 2001, SafeMove is a one site operational trading arm of Yorkshire Water. The SafeMove purpose is to compile and retail drainage and water searches to solicitors acting on behalf of house purchasers.Predominantly a Yorkshire business to business operation limited geographically by the availability of data for its core drainage and water product. Trading in a volatile market over the last five years search volumes have been between 50 and 600 units per day and turnover from £2.6 million to £4.3 million.

SafeMove is based in Bradford, with 24 employees.

University of WinchesterUniversity of Winchester (UoW) is a higher educational institution located in Winchester, Hampshire. Its Mission is: ‘To educate, to advance knowledge and to serve the common good’. This is supported by the values statement: “We value freedom, justice, truth, human rights and collective effort for the common good.”

UoW was founded by the Church of England in 1840 as the Winchester Diocesan Training School to provide training for schoolmasters to teach the poor. In 1928 the Training School changed its name to King Alfred’s College. In 2004, King Alfred’s College was awarded its own Taught Degree Awarding Powers by the Privy Council and became known as University College Winchester. A year later it was awarded university status and the institution became the University of Winchester. UoW was granted Research Degree Awarding Powers in 2008.

UoW has around 7500 registered full and part-time students and 1500 employees.

2016 FINALISTS


BQF is extremely grateful to the many professionals and experts who give their valuable time to the Award schemes. We also

gratefully acknowledge the commitment and expertise of our teams of highly trained UK Excellence Award Assessors.

UK EXCELLENCE AWARD JURY

Dean Weston bathstoreRev’d Dr. Lesley Cooke University of ChesterMelinda Johnson Department for TransportChris Craggs McFarlane Telfer LtdKeiron Myall TNT AssociatesRussell Longmuir BQF

LEAN SIX SIGMA AWARD JUDGING PANEL

James Aherne Renault-Nissan ConsultingVince Grant Catalyst ConsultingAlistair Hall BTIan Swain BQF

ACHIEVEMENT AWARDS JUDGING PANELS

Sponsor Representatives: Janet Keeling TNTGiovanna Bruni GlaxoSmithKline

Subject Experts:Stephen Barthorpe MITIE GroupDianne Hughes The Big Lottery FundKaren Biggs Phoenix FuturesPaul Smith Independent ConsultantMatt Byrom Siemens

ACKNOWLEDGEMENTS

FIND OUT MORE ABOUT THE BQF AWARD SCHEMES

Visit bit.ly/BQF-awards or call the Awards Office on 020 7654 5000.


HEAR FROM THE WINNERS

BQF EXCELLENCE SHOWCASE

Wednesday 1 February 2017, KPMG, Birmingham

The 2017 Excellence Showcase is a must-attend event for thinkers, doers, motivators and innovators, offering a one-day programme packed with compelling examples of best practice, exceptional performance and expertise.

Learn from Success...Meet with and hear from the winners of the 2016 UK Excellence Award, the Achievement Awards and the Lean Six Sigma Award – all coming together for the first and only time to share their experiences.

Plan your next steps...Wherever you are on your excellence journey – if you’re just starting out with a C2E assessment, if you’re well on your way to achieving R4E certification, considering entering an award in 2017, or if you simply want to find out more about the EFQM Excellence Model and how it can help your business, this is the event for you.

Speakers to be confirmed.

If you would like to receive updates about this event please email [email protected]


BQF 3rd Floor, 53 New Broad Street London EC2M 1JJ

E [email protected] T +44 (0)20 7654 5000 bqf.org.uk

@TheBQF


Documents

013 BQF UK Excellence Awards Ceremony Brochure NEIL … · VVC_J2104_013 BQF UK Excellence Awards Ceremony Brochure NEIL V8 ... Knauf Play Consulting ... of techniques and tools