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BEX® Guide Appendix A: Glossary
The BEX® Guide Glossary provides free access to the foundational terminology of the practice of business Excellence found in A Guide to the Business Excellence Body of Knowledge (BEX® Guide).
BEX® Guide is the definitive community-based and consensus-driven Global Standard in business excellence.
BEX® Guide: Glossary
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Accountability:
Refers to the responsibility of individuals and organizations to take ownership of their actions and decisions. In the context of BEX®, accountability is crucial for leaders to ensure that their team is meeting organizational goals and delivering results. For example, a CEO who holds themselves accountable for the success of a new product launch by setting clear expectations and communicating effectively with their team.
Achievement:
Refers to the accomplishment of goals and objectives. BEX® certifications emphasize the importance of setting achievable goals and recognizing achievements to drive motivation and improve performance. For example, a team that celebrates a successful project completion and shares lessons learned to improve future projects.
Action plan:
Refers to a detailed plan that outlines the specific actions required to achieve a goal or objective. BEX® certifications teach professionals to develop effective action plans that are measurable, actionable, and aligned with organizational goals. For example, a marketing team that creates an action plan to increase social media engagement by posting daily content, responding to comments, and running a targeted ad campaign.
Adaptability:
Refers to the ability to adjust to changes in the business environment. BEX® certifications teach professionals to be agile and adaptable, to respond quickly to changes and make strategic decisions that drive organizational success. For example, a company that pivots its business model to offer remote services during the COVID-19 pandemic.
Advancement:
Refers to the process of making progress towards a goal or objective. BEX® certifications encourage professionals to continuously advance their skills and knowledge to remain competitive in the marketplace. For example, an HR professional who takes additional courses to enhance their knowledge of diversity and inclusion practices.
African Excellence Model:
Refers to a business excellence framework designed specifically for African organizations. It emphasizes the importance of aligning strategies with societal needs and balancing economic, environmental, and social factors. The model encourages continuous improvement, innovation, and teamwork to achieve excellence.
Agility:
Refers to the ability of an organization to respond quickly to changes in the business environment. BEX® certifications emphasize the importance of agility in driving organizational success, particularly in today's rapidly changing market. For example, a software development company that uses agile methodologies to deliver products quickly and adapt to changing customer needs.
Alignment:
Refers to the degree to which an organization's goals, strategies, and processes are consistent and complementary. BEX® certifications teach professionals to ensure that all aspects of the organization are aligned towards the achievement of business objectives. For example, a sales team that aligns their performance goals with the company's revenue targets.
Analysis:
Refers to the process of examining data and information to identify patterns and insights. BEX® certifications teach professionals to use data analysis to drive decision-making and continuous improvement. For example, a manufacturing company that uses data analysis to identify and address quality issues in their production process.
Analytics:
Refers to the use of advanced data analysis techniques to gain insights into business performance. BEX® certifications teach professionals to use analytics to identify trends, opportunities, and areas for improvement. For example, a financial services company that uses predictive analytics to identify high-risk customers and reduce the likelihood of defaults.
Approach:
Refers to a specific method or strategy used to achieve a goal or objective. BEX® certifications teach professionals to develop effective approaches that are tailored to the unique needs of their organization. For example, an IT team that uses the agile approach to improve software development processes and reduce time-to-market.
Assessment:
A systematic evaluation of an organization's processes and practices to determine its level of performance and identify areas for improvement. Example: Conducting an assessment of a company's supply chain management to identify areas for improvement.
Assurance:
The act of providing confidence that a product or service will meet its intended purpose and satisfy customer requirements. Example: Providing assurance to customers that a product is safe, reliable, and of high quality.
Attainment:
The achievement of a goal or objective. Example: The attainment of a company's sales targets for the year.
Audit:
An independent and systematic review of an organization's financial statements, processes, and controls to ensure compliance with regulations and identify areas for improvement. Example: Conducting an audit of a company's financial statements to ensure accuracy and compliance with accounting standards.
Auditing:
The process of conducting an audit to evaluate an organization's processes and controls. Example: The auditing of a company's quality management system to identify areas for improvement and ensure compliance with standards.
Authenticity:
The quality of being genuine, trustworthy, and true to one's values and principles. Example: A company's commitment to authenticity in its marketing and branding efforts.
Authority:
The power or right to make decisions and take action. Example: A manager's authority to make decisions related to a project.
Automation:
The use of technology and software to automate manual tasks and improve efficiency. Example: Automating a company's invoicing process to reduce errors and increase productivity.
Awareness:
The understanding and recognition of a particular situation, issue, or concept. Example: Raising awareness of workplace safety among employees through training and communication efforts.
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Balanced Scorecard:
A strategic performance management tool used to measure and monitor an organization's performance against strategic goals and objectives. It helps organizations to align their daily activities with their long-term strategy, and to communicate their strategy to stakeholders. For example, a company may use a balanced scorecard to track financial, customer, internal business process, and learning and growth metrics to assess their performance.
Benchmarking:
A process of comparing an organization's performance metrics against those of other similar organizations in the same industry or sector, to identify best practices and areas for improvement. Benchmarking can be used to identify areas where an organization is lagging behind the competition and to develop strategies to improve their performance. For example, a manufacturing company may benchmark their production efficiency against their competitors to identify ways to reduce costs and improve efficiency.
Benefits Realization:
The process of ensuring that the expected benefits of a project or initiative are actually realized. This involves tracking and measuring the actual benefits achieved against the expected benefits, and taking corrective action if necessary. For example, a company may implement a new IT system to improve their operational efficiency, and they would track the actual benefits achieved (such as reduced errors or increased productivity) against the expected benefits to ensure that the project was successful.
Best Practices:
The most effective and efficient ways of doing things, based on industry or organizational standards or experience. Best practices can be applied to various areas of an organization, such as HR, finance, operations, and quality management. For example, a company may adopt best practices for inventory management to reduce costs and improve their supply chain efficiency.
BEX®:
A certification program for business excellence practitioners that provides training and certification in various levels of expertise in business excellence principles and practices.
Black Belt:
A level of expertise in Six Sigma methodology, which is used to improve business processes by identifying and eliminating defects. A Black Belt is a trained professional who leads improvement projects and manages teams to achieve process improvements.
BPI:
Business process improvement is a methodology used to analyze and optimize existing business processes to achieve greater efficiency, productivity, and quality.
Breakthrough Improvement:
A significant and transformative improvement in business processes, products, or services that results in a major competitive advantage for the organization. For example, a company may develop a new product that completely disrupts the industry, resulting in a breakthrough improvement in their market share and revenue.
Business analysis:
The process of identifying business needs and determining solutions to business problems. Business analysis involves analyzing data and information to understand the current state of the organization, identifying opportunities for improvement, and developing plans to implement solutions.
Business case:
A document that outlines the business benefits and costs of a proposed project or initiative. The business case helps stakeholders to understand the potential benefits of the project and to make informed decisions about whether or not to proceed with the initiative.
Business Excellence:
A comprehensive approach to managing an organization's operations and processes to achieve superior performance and sustainable growth. It encompasses various methodologies, tools, and frameworks that help organizations continuously improve their operations and achieve their strategic goals.
Business Excellence Analyst:
A professional who uses analytical techniques and tools to identify opportunities for improvement within an organization's operations and processes. They analyze data, identify trends, and make recommendations for improvement based on their findings.
Business Excellence Framework:
A structured approach to achieving business excellence. It provides a systematic framework for assessing an organization's operations and identifying opportunities for improvement.
Business Excellence Plan:
A comprehensive plan that outlines an organization's strategies and tactics for achieving business excellence. It includes goals, objectives, action plans, and key performance indicators.
Business Excellence Planning and Monitoring:
A continuous process of planning, implementing, and monitoring business excellence strategies and initiatives. It involves regular monitoring of key performance indicators to ensure that an organization is on track to achieve its goals and objectives.
Business Excellence Professionals:
Experts in the field of business excellence who have in-depth knowledge of various methodologies, tools, and frameworks. They help organizations improve their operations and achieve their strategic goals.
Business Performance Advisor:
A professional who provides advice and guidance on how to improve an organization's performance. They work with management to identify opportunities for improvement and help implement strategies to achieve better results.
Business performance improvement:
A systematic approach to improving an organization's performance. It involves identifying areas for improvement, developing strategies and tactics to achieve better results, and monitoring progress over time.
Business problem:
A challenge or issue that an organization faces in its operations or processes. It could be related to inefficiencies, lack of alignment with strategic goals, or other factors that impact the organization's ability to achieve business excellence.
Business process management:
A systematic approach to identifying, analyzing, designing, implementing, monitoring, and continuously improving business processes to achieve organizational goals. An example of its application is using BPM to streamline a company's procurement process to reduce lead times, costs, and errors.
Business Process Mapping:
A visual representation of a business process that illustrates its sequence of activities, inputs, outputs, and decision points. An example of its application is using process mapping to identify inefficiencies and bottlenecks in a company's customer service process.
Business Process Optimization:
The process of improving a business process to make it more efficient, effective, and agile. An example of its application is using process optimization techniques to reduce the number of steps and handoffs in a company's order fulfillment process.
Business Results:
The outcomes achieved by a business as a result of its actions and decisions. An example of its application is measuring the ROI of a company's marketing campaign by tracking the increase in sales and customer engagement.
Business Success:
The achievement of business goals and objectives over time. An example of its application is measuring the success of a product launch by tracking its market share, revenue, and customer feedback.
Business transformation:
The process of fundamentally changing the way a business operates to achieve long-term growth and success. An example of its application is transforming a traditional brick-and-mortar retailer into a digital-first company to better serve online customers.
Business Value:
The benefits a business provides to its stakeholders, including customers, employees, shareholders, and the community. An example of its application is measuring the value of a company's sustainability initiatives by assessing their impact on the environment, society, and the economy.
Business Vision:
A statement that describes a company's desired future state and long-term goals. An example of its application is creating a vision statement that inspires and guides employees to work towards a common purpose and direction.
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Certified Business Excellence Analyst (CBEA™) Certification:
This certification is designed for professionals who want to enhance their skills in analyzing business performance. By earning this certification, individuals can showcase their competency in areas such as data analysis, business process optimization, and performance evaluation.
Certified Business Performance Advisor (CBPA™) Certification:
This certification is designed for professionals who want to become advisors to businesses on their performance improvement journey. By earning this certification, individuals can showcase their competency in areas such as business analysis, process improvement, and strategy development.
Certified Executive In Business Excellence (CEBE™) Certification:
This certification is designed for top-level executives who want to develop and implement business excellence strategies. By earning this certification, individuals can showcase their competency in areas such as leadership, strategic planning, and organizational excellence.
Certified Excellence Quality Administrator (CEQA™) Certification:
This certification is designed for professionals who want to specialize in quality management. By earning this certification, individuals can showcase their competency in areas such as quality planning, control, assurance, and improvement.
Certification levels:
BEX® certifications have multiple levels that recognize different levels of competency and experience. For example, the CBEA™ certification has three levels: Certified, Professional, and Expert.
Certification program:
BEX® certifications follow a rigorous certification program that includes training, assessment, and ongoing professional development. The program is designed to ensure that certified professionals are competent and up-to-date with the latest business excellence practices.
Change management:
Change management is the process of managing the transition from the current state of a business to a desired future state. It involves planning, implementing, and monitoring changes to ensure that they are successful and sustainable.
Coaching and mentoring:
Coaching and mentoring are important practices in business excellence that help individuals and teams to develop their skills and achieve their goals. A coach provides guidance and support to help individuals and teams improve their performance, while a mentor provides advice and guidance based on their own experience.
Collaboration:
Collaboration is an important aspect of business excellence, as it involves working together to achieve common goals. Collaboration can help to improve communication, efficiency, and effectiveness.
Communication:
Effective communication is essential for business excellence, as it helps to ensure that everyone is aligned and working towards the same goals. Good communication involves clear, concise, and timely messaging.
Competency-based:
BEX® certifications are competency-based, which means that they assess an individual's knowledge, skills, and abilities. This approach ensures that certified professionals have the necessary competencies to perform their roles effectively.
Competency Guide:
A competency guide is a document that outlines the competencies required for a particular certification. It provides a roadmap for individuals to develop their skills and knowledge in the areas required for certification.
Competitive advantage:
Refers to a company's ability to outperform its competitors in terms of profit, market share, customer satisfaction, or other relevant metrics. For example, a restaurant might have a competitive advantage over its competitors by offering unique and high-quality dishes that cannot be found elsewhere.
Compliance:
Refers to a company's adherence to laws, regulations, and standards set forth by the government or other regulatory bodies. For example, a financial institution might have compliance requirements to ensure that it is adhering to anti-money laundering regulations.
Continuous improvement:
Refers to an ongoing effort to improve processes, products, or services in a company. For example, a manufacturing company might regularly review and improve its production processes to reduce waste and improve efficiency.
Continuous learning:
Refers to an ongoing effort to acquire new knowledge and skills to improve performance. For example, a sales team might participate in regular training programs to improve their selling skills.
Core values:
Refers to the fundamental beliefs and principles that guide a company's behavior and decision-making. For example, a company might have core values of honesty, integrity, and respect for employees.
Corporate governance:
Refers to the system of policies, processes, and controls that ensure a company is managed and controlled effectively. For example, a board of directors might oversee a company's corporate governance structure to ensure that it is meeting its objectives and obligations.
Corporate social responsibility:
Refers to a company's efforts to act in a socially responsible manner by considering the impact of its actions on the environment, society, and its stakeholders. For example, a company might implement sustainability initiatives to reduce its environmental footprint.
Cost reduction:
Refers to efforts to reduce the cost of producing goods or providing services. For example, a company might implement lean manufacturing techniques to reduce waste and improve efficiency, thereby reducing costs.
Creativity and innovation:
Refers to the ability to develop new and original ideas and solutions to problems. For example, a technology company might regularly engage in research and development to create new products and services.
Criteria for Performance Excellence:
Refers to a set of criteria developed by the Baldrige Performance Excellence Program to help organizations improve their overall performance. These criteria include areas such as leadership, strategic planning, customer focus, and process improvement.
Culture:
Refers to the shared values, beliefs, customs, practices, and behaviors that define an organization. For example, a company might have a culture of collaboration and teamwork.
Customer and market focus:
Refers to a company's emphasis on understanding and meeting the needs of its customers and the demands of the market. For example, a retailer might conduct market research to identify trends and tailor its product offerings to meet the needs of its customers.
Customer satisfaction:
Refers to the degree to which a customer's expectations are met or exceeded by a company's products or services. For example, a hotel might regularly survey its guests to ensure that they are satisfied with their stay.
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Data analysis:
The process of collecting, cleaning, transforming, and modeling data with the goal of discovering useful information, drawing conclusions, and supporting decision-making. For example, analyzing customer feedback data to identify patterns and areas for improvement in a company's product or service offerings.
Data-driven decision making:
A decision-making approach that relies on data analysis and interpretation to make informed decisions. For example, using sales data to identify which products or services are performing well and making strategic decisions based on that information.
Decision-making:
The process of choosing among alternatives based on available information and defined criteria. For example, making a decision on which supplier to choose based on quality, cost, and delivery time.
Defect prevention:
The process of identifying potential defects and taking steps to eliminate or mitigate them before they occur. For example, conducting regular maintenance and inspections on equipment to prevent breakdowns or defects.
Defect reduction:
The process of identifying and eliminating defects in products, services, or processes to improve quality and reduce waste. For example, implementing a Six Sigma program to reduce defects in a manufacturing process.
Defining the business problem or opportunity:
The process of clearly defining and understanding a problem or opportunity facing a business. For example, identifying a need to improve customer satisfaction levels or identifying an opportunity to expand into a new market.
Defining the problem:
The process of clearly identifying and articulating a problem, including its scope and impact. For example, defining a problem of high employee turnover in a company and identifying its causes.
Delivering customer value:
The process of providing customers with products or services that meet their needs and expectations. For example, developing new features or product offerings based on customer feedback to enhance their experience.
Deming cycle:
A continuous improvement model consisting of four steps - Plan, Do, Check, Act (PDCA) - that is used to drive quality improvement and business excellence. For example, using the Deming cycle to continuously improve a manufacturing process by identifying opportunities for improvement, testing changes, and monitoring results.
Deployment:
The process of implementing and executing a plan or strategy throughout an organization. Example: Deploying a new quality management system across all departments of a company.
Design for Six Sigma:
An approach to product or process design that aims to minimize defects and variability by using statistical methods and data analysis. Example: Using Design for Six Sigma principles to develop a new product that meets customer needs with minimal defects.
Design of experiments:
A statistical technique used to identify and analyze the factors that affect a process or product, and to optimize those factors for improved performance. Example: Using Design of Experiments to identify the optimal settings for a manufacturing process, leading to reduced defects and improved quality.
Design thinking:
An approach to problem-solving that emphasizes empathy for the end user, creativity, and iterative prototyping to develop innovative solutions. Example: Using design thinking to develop a new product that meets customer needs and stands out in the market.
Developing a culture of excellence:
Creating an organizational culture that values and prioritizes continuous improvement, quality, and customer satisfaction. Example: Developing a culture of excellence by providing training and development opportunities for employees, recognizing and rewarding performance excellence, and encouraging cross-functional collaboration.
Developing and implementing process improvements:
The systematic process of identifying and analyzing areas for improvement in an organization's processes, and then implementing changes to achieve better results. Example: Developing and implementing process improvements by using Lean Six Sigma methodologies to streamline a manufacturing process, reducing waste and improving efficiency.
Developing and implementing quality management systems:
A comprehensive approach to managing quality throughout an organization, including processes, people, and products or services. Example: Developing and implementing a Quality Management System (QMS) to ensure that products or services consistently meet customer requirements and regulatory standards.
Developing and maintaining a Business Excellence Plan:
A strategic plan that outlines an organization's approach to achieving business excellence and continuous improvement. Example: Developing and maintaining a Business Excellence Plan that includes specific goals and objectives, performance measures, and action plans for achieving desired results.
Developing quality policies:
Written statements that communicate an organization's commitment to quality and customer satisfaction, and provide guidance for decision-making and actions related to quality. Example: Developing quality policies that emphasize customer focus, continuous improvement, and adherence to regulatory standards and requirements.
Development:
The process of improving skills, knowledge, and capabilities of individuals or groups within an organization, to support organizational goals and objectives. Example: Developing a training and development program for employees to improve their skills and knowledge in a specific area, such as Lean Six Sigma.
Diagnostic tools:
Tools and techniques used to identify problems and root causes in an organization's processes, products, or services, in order to develop effective solutions. Example: Using diagnostic tools such as process mapping, data analysis, and root cause analysis to identify opportunities for improvement in a manufacturing process.
Digital transformation:
The integration of digital technology into all areas of a business, resulting in fundamental changes to how the business operates and delivers value to customers. Example: Implementing a digital platform to streamline processes and improve communication with customers and stakeholders.
Directing:
The process of providing guidance and leadership to an organization to ensure the achievement of its goals and objectives. Example: Setting a clear vision for the organization and aligning resources and strategies to achieve that vision.
DMAIC:
A structured problem-solving approach used in Six Sigma to improve processes by eliminating defects and reducing variability. DMAIC stands for Define, Measure, Analyze, Improve, and Control. Example: Using DMAIC to reduce defects in a manufacturing process by identifying root causes and implementing solutions.
Documentation:
The process of recording information and data related to a particular process, activity, or system. Example: Documenting standard operating procedures (SOPs) to ensure consistency and quality in a particular process.
Documentation control:
The process of managing and controlling the creation, review, approval, distribution, and retention of documents within an organization. Example: Implementing a document control system to ensure compliance with regulatory requirements and improve the traceability of changes to documents.
Driving continuous improvement:
The process of identifying opportunities for improvement, implementing changes, and monitoring progress to achieve ongoing and sustained improvement. Example: Establishing a continuous improvement program to regularly evaluate and improve processes, products, and services.
Driving organizational performance:
The process of aligning strategies, goals, and resources to achieve optimal organizational performance. Example: Setting performance targets, establishing metrics to measure progress, and implementing strategies to improve performance across all areas of the organization.
Due diligence:
The process of conducting a thorough investigation and analysis of a company or business opportunity to ensure that all relevant information is considered before making a decision. Example: Conducting due diligence on a potential acquisition to evaluate the financial, legal, and operational risks and opportunities.
Dynamic business environment:
A business environment that is characterized by rapid change, uncertainty, and complexity. Example: Responding to changes in consumer behavior and market trends by developing and launching new products and services to meet evolving customer needs.
Dynamic capabilities:
An organization's ability to adapt and respond to changes in the business environment by continually developing and leveraging new resources, processes, and competencies. Example: Building a culture of innovation and agility to enable the organization to quickly respond to changes in the market and maintain a competitive edge.
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Eco-System:
The complex network of entities that interact and affect each other within a specific environment, such as a company's ecosystem. Example: A business excellence practitioner might analyze the company's ecosystem to identify opportunities for improvement, such as partnering with suppliers to reduce costs and improve quality.
Education:
The process of acquiring knowledge, skills, and competencies through formal or informal means, such as training programs or on-the-job learning. Example: A business excellence professional might design and deliver training programs to improve employees' knowledge and skills in areas such as process improvement or customer service.
Effectiveness:
The degree to which an organization or process achieves its intended goals or objectives. Example: A business excellence practitioner might measure the effectiveness of a process by tracking its output and comparing it to the desired outcomes.
Effectiveness Criteria:
The standards or benchmarks used to assess the degree of success in achieving the intended goals or objectives. Example: A business excellence professional might establish effectiveness criteria for a process improvement initiative, such as reducing defects or improving cycle time.
Effectiveness Indicators:
The measures used to track progress towards achieving the intended goals or objectives. Example: A business excellence practitioner might use effectiveness indicators, such as customer satisfaction scores or on-time delivery rates, to monitor the success of a process improvement initiative.
Efficiency:
The degree to which an organization or process uses resources in the most optimal way to achieve its goals or objectives. Example: A business excellence professional might use process mapping to identify inefficiencies in a process and develop strategies to eliminate waste and improve productivity.
Employee Engagement:
The level of emotional and intellectual commitment that employees have towards their work and the organization. Example: A business excellence practitioner might develop employee engagement programs, such as regular feedback sessions or recognition programs, to foster a positive work environment and improve employee morale.
Empowerment:
The process of giving employees the authority and resources to make decisions and take action to achieve organizational goals. Example: A business excellence professional might implement a program that empowers employees to identify and solve process problems on their own, fostering a culture of continuous improvement.
Ethics:
The principles and values that guide behavior and decision-making in business, such as honesty, integrity, and fairness. Example: A business excellence practitioner might establish an ethical code of conduct for the organization and provide training to ensure that employees understand and follow it.
Evaluating Effectiveness:
The process of assessing the degree of success in achieving the intended goals or objectives. Example: A business excellence professional might evaluate the effectiveness of a process improvement initiative by comparing the before-and-after metrics and assessing the impact on customer satisfaction or business results.
Evaluation:
Assessment of the effectiveness and efficiency of an organization's processes, systems, and performance against established standards and criteria. BEX® certified professionals apply evaluation techniques to identify areas for improvement and determine the impact of process changes.
Evaluation Criteria:
The set of standards and metrics used to evaluate the effectiveness and efficiency of an organization's processes and systems. BEX® certified professionals use evaluation criteria to assess the organization's performance and identify areas for improvement.
Exam Preparation:
The process of preparing for BEX® certification exams by reviewing course materials, practicing sample questions, and studying relevant industry standards and best practices.
Exam Preparation and Best Practices:
The use of best practices and effective study techniques to prepare for BEX® certification exams. BEX® certified professionals apply exam preparation and best practices to enhance their knowledge and skills in business excellence practices and ensure successful certification.
Excellence Award:
Recognition given to an organization that has demonstrated exceptional performance in business excellence practices. BEX® certified professionals can help organizations prepare for excellence award applications and improve their performance to achieve award recognition.
Excellence Journey:
The process of continuous improvement and development towards achieving business excellence. BEX® certified professionals can guide organizations on their excellence journey by providing expert advice and facilitating process improvements.
Excellence Model Category:
The specific category or sector in which an organization operates that is used to determine the appropriate excellence model for assessment and improvement. BEX® certified professionals help organizations identify the appropriate excellence model category and use it as a framework for improvement.
Excellence Principles:
The guiding principles and concepts that underpin business excellence practices, such as customer focus, continuous improvement, and leadership. BEX® certified professionals apply excellence principles to facilitate process improvements and drive organizational performance.
Executive:
The top-level management of an organization responsible for strategic decision-making and leadership. BEX® certified professionals work closely with executives to align business excellence practices with the organization's strategic goals and objectives.
Executive Leadership:
The ability of executives to inspire and guide an organization towards achieving its strategic goals and objectives. BEX® certified professionals can provide guidance and support to executives to develop their leadership skills and ensure alignment with business excellence practices.
Expertise:
Specialized knowledge and skills in a particular area, such as business excellence practices. BEX® certified professionals are recognized for their expertise in business excellence practices and can provide guidance and support to organizations seeking to improve their performance.
External Factors:
The external factors that can impact an organization's performance, such as market conditions, economic trends, and regulatory changes. BEX® certified professionals help organizations navigate external factors by developing strategies that align with the organization's goals and objectives.
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Facilitated workshops:
Collaborative sessions led by a facilitator to encourage open communication, problem-solving and decision-making among a group of individuals. Example: A BEX® certified professional could facilitate a workshop to brainstorm and identify areas of improvement in a company's supply chain process.
Facilitation:
The process of guiding a group through a discussion or decision-making process in a way that encourages participation and collaboration. Example: A BEX® certified professional could facilitate a meeting to review and improve the safety practices within a manufacturing facility.
Failure modes and effects analysis (FMEA):
A proactive approach to identifying and preventing failures in a product or process by analyzing potential failure modes and their effects. Example: A BEX® certified professional could conduct an FMEA analysis to identify and address potential safety hazards in the design of a new product.
Feedback:
Information provided to individuals or teams about their performance, behavior, or results to support learning, improvement, and growth. Example: A BEX® certified professional could provide feedback to a team on the quality of their work and suggest ways to improve their performance.
Feedback loop:
The process of receiving feedback, analyzing it, and using it to make improvements to a product or process. Example: A BEX® certified professional could establish a feedback loop to continuously improve customer satisfaction by using feedback from customer surveys to make necessary improvements.
Financial analysis:
The process of reviewing financial data to assess a company's financial health and performance.
Example: A BEX® certified professional could conduct a financial analysis to identify cost-saving opportunities within a company's operations.
Financial performance:
The measurement of a company's financial health and success. Example: A BEX® certified professional could monitor and report on a company's financial performance to identify areas of improvement and opportunities for growth.
Flowchart:
A visual representation of a process or system that shows the steps, inputs, and outputs. Example: A BEX® certified professional could create a flowchart to map out the steps in a manufacturing process and identify areas where improvements could be made.
Focused improvement:
A systematic approach to identifying and addressing specific areas of improvement within a process or system. Example: A BEX® certified professional could lead a focused improvement project to improve the efficiency of a company's order fulfillment process.
Focus on results:
A mindset that emphasizes achieving measurable and meaningful outcomes in business operations.
Example: A BEX® certified professional could encourage a team to focus on results by setting clear performance metrics and regularly measuring progress towards achieving them.
Forecasting:
The process of predicting future outcomes or trends based on past data and analysis. Example: A BEX® certified professional could use forecasting techniques to estimate future sales revenue and inform budget planning for the coming year.
Framework:
A structured approach or model used to guide decision-making and problem-solving. Example: A BEX® certified professional could use a framework such as the Baldrige Excellence Framework to assess a company's overall performance and identify opportunities for improvement.
Future state mapping:
The process of creating a visual representation of an ideal future state for a process or system and identifying the steps needed to achieve that state. Example: A BEX® certified professional could create a future state map for a company's customer service process and identify opportunities to improve customer satisfaction and reduce wait times.
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Gap analysis:
A tool used to identify the gaps or differences between the current state and the desired state of a process or system. BEX® certified professionals use gap analysis to identify opportunities for improvement in organizational performance by assessing where the organization currently stands in terms of its goals and where it wants to be. Example: A BEX® certified professional conducts a gap analysis of an organization's customer service process to identify areas where customer satisfaction is low and where the process can be improved to meet customer expectations.
Gemba walk:
A lean management practice that involves going to the actual place where work is being done, observing the process, and engaging with employees to understand their work and identify opportunities for improvement. BEX® certified professionals may use gemba walks as part of their continuous improvement efforts, as it allows them to see firsthand how work is being done, identify inefficiencies or areas for improvement, and work with employees to develop solutions. For example, a BEX® certified professional may conduct a gemba walk in a manufacturing plant to observe how products are being made, talk to employees about any challenges they are facing, and identify opportunities to improve the production process.
Globalization:
The process of businesses expanding their operations across national borders and becoming more interconnected and interdependent with the global economy. BEX® certified professionals use their understanding of globalization to help organizations navigate the complexities of doing business in a global market. Example: A BEX® certified professional works with a multinational corporation to develop strategies to enter new markets and ensure compliance with local regulations and cultural norms.
Governance:
The systems and processes that an organization uses to ensure that it operates ethically, legally, and effectively. BEX® certified professionals help organizations establish good governance practices to improve their overall performance and reputation. Example: A BEX® certified professional assists an organization in developing a code of conduct and establishing policies and procedures for risk management and compliance.
Green practices:
Business practices that prioritize sustainability and environmental responsibility. BEX® certified professionals promote the adoption of green practices to help organizations reduce their environmental impact and create a more sustainable future. Example: A BEX® certified professional advises an organization on how to reduce its carbon footprint by implementing energy-efficient practices, reducing waste, and sourcing materials from sustainable suppliers.
Group dynamics:
The processes and interactions that occur within groups of individuals, including communication, decision-making, and conflict resolution. BEX® certified professionals use their understanding of group dynamics to help organizations build effective teams and improve collaboration. Example: A BEX® certified professional facilitates a team-building workshop for a department to help team members understand their individual roles and responsibilities, improve communication, and work together more effectively.
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Health and safety:
Refers to the policies, procedures, and practices in place to ensure the well-being and safety of employees in the workplace. BEX® certified professionals can develop and implement health and safety management systems to minimize workplace accidents and illnesses.
High-performance culture:
Refers to the organizational culture and environment that promotes and rewards high levels of performance and productivity from employees. BEX® certified professionals can develop strategies to cultivate a high-performance culture through employee engagement, training and development, and effective performance management systems.
Hiring practices:
Refers to the policies, procedures, and practices used by organizations to identify, attract, and hire qualified candidates. BEX® certified professionals can develop and implement effective hiring practices that align with the organization's mission and values, as well as promote diversity and inclusion in the workforce.
Human capital:
Refers to the knowledge, skills, and abilities of an organization's workforce, and the value that they bring to the organization. BEX® certified professionals can develop strategies to effectively manage and develop human capital, such as through training and development programs, performance management systems, and employee engagement initiatives.
Human development:
Refers to the process of developing and improving the skills, knowledge, and abilities of employees. BEX® certified professionals can develop and implement human development programs that support the ongoing learning and growth of employees, such as leadership development programs and skills training initiatives.
Human resources development:
Refers to the activities and programs that support the development of an organization's human resources. BEX® certified professionals can develop and implement human resources development programs that align with the organization's strategic goals and objectives, such as talent management and succession planning initiatives.
Human resources management:
Refers to the policies, procedures, and practices used by organizations to manage their workforce, including recruitment, hiring, training, and performance management. BEX® certified professionals can develop and implement effective human resources management systems that support the organization's goals and objectives, as well as promote a positive work environment.
Human resources planning:
Refers to the process of forecasting an organization's future human resource needs and developing strategies to meet those needs. BEX® certified professionals can develop and implement effective human resources planning processes that align with the organization's strategic objectives and promote workforce development and retention.
Human resources policies:
Refers to the rules, guidelines, and procedures that govern an organization's human resources practices. BEX® certified professionals can develop and implement effective human resources policies that support the organization's mission, values, and strategic objectives, as well as promote a positive work environment.
Human resources strategy:
Refers to the long-term plan and goals for managing an organization's workforce. BEX® certified professionals can develop and implement effective human resources strategies that align with the organization's mission and values, as well as support workforce development and retention.
Human resources systems:
Refers to the technologies and software used by organizations to manage their human resources practices. BEX® certified professionals can develop and implement effective human resources systems that support the organization's goals and objectives, as well as promote data-driven decision-making and continuous improvement.
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Ideation:
The process of generating new and creative ideas. BEX® certified professionals might use ideation techniques to generate ideas for process improvement or new product development.
Impact:
The effect that a particular action or initiative has on a business or organization. BEX® certified professionals might assess the impact of a new process or system on customer satisfaction, financial performance, or employee engagement.
Implementation:
The process of putting a plan or idea into action. BEX® certified professionals might oversee the implementation of a new process or system, ensuring that it is properly integrated into the organization and that stakeholders are trained on its use.
Improvement:
The process of making something better or more effective. BEX® certified professionals focus on continuous improvement, using various improvement methodologies and tools to identify opportunities for improvement and drive positive change in the organization.
Improvement methodology:
A structured approach for identifying, analyzing, and addressing problems or opportunities for improvement. BEX® certified professionals are trained in various improvement methodologies, such as Lean, Six Sigma, or Kaizen, and use these methodologies to drive continuous improvement in the organization.
Improvement teams:
Cross-functional teams that work together to identify and implement process improvements or solve business problems. BEX® certified professionals might lead or participate in improvement teams, using their expertise in improvement methodologies and facilitation to drive positive change.
Improvement tools:
Techniques or methods used to identify, analyze, and solve business problems or drive process improvements. BEX® certified professionals are trained in various improvement tools, such as process mapping, root cause analysis, and statistical process control, and use these tools to support improvement efforts.
Incentive:
A reward or motivation designed to encourage specific behaviors or outcomes. BEX® certified professionals might develop and implement incentive programs to drive employee engagement or improve business performance.
Inclusion:
The act of involving and valuing all individuals within an organization, regardless of their backgrounds or differences. BEX® certified professionals might work to promote a culture of inclusion within the organization, ensuring that all individuals feel valued and engaged.
Influence:
The ability to affect the opinions, attitudes, or behaviors of others. BEX® certified professionals might use their influence to promote a culture of continuous improvement within the organization, encouraging employees at all levels to engage in improvement efforts.
Information Management: The process of collecting, storing, analyzing, and distributing information within an organization. BEX® certified professionals might develop and implement information management systems that support business excellence practices and improve organizational performance.
Infrastructure:
The physical and technical resources that support an organization's operations. BEX® certified professionals might assess and optimize an organization's infrastructure to support business excellence practices and improve overall performance.
Innovation:
The process of creating new ideas, products, or services to improve an organization's performance and competitiveness. BEX® certified professionals may use innovation as a tool for driving continuous improvement and achieving breakthrough results.
Insight:
The ability to understand and analyze complex information and data to gain new perspectives and make informed decisions. BEX® certified professionals may use insight to identify improvement opportunities and optimize business processes.
Inspection:
A process of checking, verifying, and validating products or services to ensure they meet quality standards and requirements. BEX® certified professionals may use inspection as a tool for defect prevention and quality control.
Integrated Management System:
A comprehensive system that integrates multiple management standards and processes into a unified framework to improve efficiency and effectiveness. BEX® certified professionals may use integrated management systems to streamline operations and improve organizational performance.
Integration:
The process of combining different systems, processes, or components into a unified whole. BEX® certified professionals may use integration as a tool for creating a cohesive and efficient organizational structure.
Intelligence:
The ability to collect, analyze, and interpret data and information to make informed decisions. BEX® certified professionals may use intelligence to identify improvement opportunities, evaluate effectiveness, and optimize business processes.
Internal Audit:
An independent and objective evaluation of an organization's processes, systems, and procedures to ensure compliance with policies and standards. BEX® certified professionals may use internal audits as a tool for evaluating effectiveness, identifying improvement opportunities, and ensuring compliance.
Involvement:
The active participation and engagement of employees, stakeholders, and partners in organizational processes and decision-making. BEX® certified professionals may use involvement as a tool for building a culture of excellence, fostering innovation, and improving performance.
ISO/IEC 27001:
An international standard for information security management systems. BEX® certified professionals may use ISO/IEC 27001 as a tool for managing risks and protecting sensitive information.
ISO/TS 16949:
An international standard for quality management in the automotive industry. BEX® certified professionals may use ISO/TS 16949 as a tool for improving quality, reducing defects, and increasing customer satisfaction.
ISO (International Organization for Standardization):
An international standard-setting body that develops and promotes standards for various industries and disciplines. BEX® certified professionals may use ISO standards as a tool for benchmarking, improving performance, and ensuring compliance.
ISO 14001:
An international standard for environmental management systems. BEX® certified professionals may use ISO 14001 as a tool for managing environmental risks, reducing waste and emissions, and improving sustainability.
ISO 26000:
An international standard for social responsibility that provides guidelines for organizations to operate in an ethical and sustainable manner. BEX® certified professionals may use ISO 26000 as a tool for promoting corporate social responsibility and sustainability.
ISO 45001:
An international standard for occupational health and safety management systems. BEX® certified professionals may use ISO 45001 as a tool for managing health and safety risks, reducing accidents and injuries, and improving employee well-being.
ISO 9000:
A set of international standards for quality management systems. BEX® certified professionals may use ISO 9000 as a tool for improving quality, reducing defects, and increasing customer satisfaction.
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Joint Ownership:
Joint ownership refers to the shared ownership of a process, system, or project between multiple stakeholders. This approach promotes collaboration and a sense of shared responsibility among stakeholders. BEX certified professionals can apply joint ownership in the development of quality improvement projects, where multiple departments or individuals share ownership to ensure success.
Journal:
A journal is a record of activities or events, usually recorded in chronological order. In the context of business excellence practices, a journal can be used to document improvement activities, including successes and challenges. BEX certified professionals can use journals to track progress towards goals, identify areas for improvement, and provide a historical record of improvement efforts.
Just In Time (JIT):
Just In Time (JIT) is a manufacturing and inventory management philosophy that emphasizes producing goods only when they are needed, in the quantities required, and with minimal waste. This approach requires careful planning and coordination across the supply chain to ensure that materials and products are delivered in a timely manner. BEX certified professionals can apply JIT principles in a variety of settings, such as manufacturing, healthcare, and service industries, to improve efficiency, reduce waste, and enhance customer satisfaction.
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Kanban:
A lean manufacturing method used to manage and improve work flow and efficiency. It involves visualizing work, limiting work in progress, and managing the flow of work by using a pull system, where work is only pulled through the system when there is capacity to handle it. BEX® certified professionals can apply kanban in a variety of ways, such as in software development to manage the flow of features or tasks, or in manufacturing to optimize inventory and reduce lead times. For example, a BEX® certified professional in a manufacturing plant might use kanban to manage the flow of materials between workstations, ensuring that each station only produces what is needed by the next station in the process.
Kaizen:
A continuous improvement approach that aims to achieve incremental changes in processes and products over time to enhance quality, productivity, and customer satisfaction. BEX® certified professionals apply Kaizen through structured approaches such as Plan-Do-Check-Act (PDCA) cycles, Gemba walks, and Kaizen events to identify and eliminate waste, improve flow, and optimize performance.
Kappa:
A statistical measure of the agreement between two raters or methods that assess the same categorical variable. BEX® certified professionals use Kappa in various contexts, such as quality control, to assess the consistency of ratings or measurements made by different individuals or systems.
Key performance indicator (KPI):
A measurable value that indicates how effectively an organization is achieving its key objectives or critical success factors. BEX® certified professionals use KPIs to monitor performance, identify areas for improvement, and track progress towards strategic goals. For example, a manufacturing company might use KPIs such as production efficiency, defect rates, and on-time delivery to measure operational performance.
Key lending rate:
The interest rate at which a central bank lends money to commercial banks, which in turn affects the interest rates that banks charge their customers for loans. BEX® certified professionals consider the key lending rate as a critical external factor that impacts an organization's financial performance, as it influences borrowing costs and access to credit.
Know Your Client (KYC):
A set of regulations and procedures that financial institutions and other organizations must follow to identify and verify the identity of their customers and assess their risk levels. BEX® certified professionals apply KYC practices to ensure compliance with legal and regulatory requirements and to mitigate financial, legal, and reputational risks associated with money laundering, terrorism financing, and fraud.
Know Your Customer (KYC):
A set of practices and regulations that require businesses to verify the identity of their customers, assess their risk levels, and monitor their transactions to prevent illegal activities such as money laundering and fraud. BEX® certified professionals use KYC to ensure regulatory compliance and safeguard their organizations from potential legal and reputational risks.
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Lean principles:
A set of methodologies and tools aimed at eliminating waste and improving efficiency in business processes. BEX® certified professionals apply these principles in various industries to improve production processes, reduce costs, and increase customer satisfaction.
Leadership:
The ability to guide and direct a team or organization towards achieving its goals. BEX® certified professionals are trained in leadership development and use their knowledge to motivate and inspire their teams to achieve business excellence.
Learning organization:
An organization that continuously learns and improves by adapting to new situations and acquiring new knowledge and skills. BEX® certified professionals encourage and facilitate a learning culture within organizations to ensure long-term success and sustainability.
Listening skills:
The ability to listen actively and effectively to others. BEX® certified professionals use listening skills to gather feedback from customers and employees, and to identify areas for improvement in business processes.
Logistics:
The process of planning, implementing, and controlling the movement and storage of goods and services from the point of origin to the point of consumption. BEX® certified professionals apply logistics principles to ensure efficient and effective supply chain management.
Long-term success:
The ability to sustain success over an extended period of time. BEX® certified professionals focus on long-term success by implementing continuous improvement processes and maintaining a culture of excellence.
Low cost provider:
A company that provides goods or services at a lower cost than its competitors. BEX® certified professionals use their knowledge of business excellence practices to identify opportunities for cost reduction and improve the competitiveness of their organizations.
Loyalty:
The degree of commitment and allegiance that employees and customers have towards an organization. BEX® certified professionals focus on building customer and employee loyalty through their leadership and by delivering high-quality products and services.
Leadership development:
The process of developing and training individuals to become effective leaders. BEX® certified professionals are trained in leadership development and use their skills to develop and inspire the next generation of leaders within their organizations.
Lean Six Sigma:
A methodology that combines the principles of Lean and Six Sigma to eliminate waste and defects in business processes. BEX® certified professionals use Lean Six Sigma tools and techniques to improve efficiency, reduce costs, and increase customer satisfaction.
Lean manufacturing:
A production methodology aimed at minimizing waste and maximizing efficiency. BEX® certified professionals may apply this by implementing techniques such as value stream mapping and kanban to improve the flow of work and reduce waste in manufacturing processes.
Leading indicators:
Measures used to predict future performance or outcomes. BEX® certified professionals may use leading indicators to identify areas where improvement is needed before problems arise, such as tracking employee training hours as an indicator of future performance.
Lean tools:
A set of methods and techniques used to identify and eliminate waste in a process. BEX® certified professionals may use tools such as 5S, poka-yoke, and visual management to implement lean principles and improve efficiency.
Lean culture:
A workplace culture that values continuous improvement and waste reduction. BEX® certified professionals may work to create a lean culture by promoting open communication, encouraging employee involvement in improvement initiatives, and recognizing and rewarding continuous improvement efforts.
Lean management:
A management approach that emphasizes creating value for customers, reducing waste, and continuously improving processes. BEX® certified professionals may apply lean management principles to drive organizational performance by focusing on customer needs and continuously improving processes.
Lean methodology:
A systematic approach to identifying and eliminating waste in a process. BEX® certified professionals may use a lean methodology such as DMAIC (Define, Measure, Analyze, Improve, Control) or PDCA (Plan, Do, Check, Act) to drive continuous improvement efforts.
Lean thinking:
A mindset that seeks to continuously identify and eliminate waste in a process. BEX® certified professionals may apply lean thinking by promoting a culture of continuous improvement and using tools and methodologies to identify and eliminate waste.
Lean implementation:
The process of applying lean principles and tools to improve processes and reduce waste. BEX® certified professionals may lead or participate in lean implementation initiatives to improve efficiency and effectiveness in their organizations.
Lean concepts:
Fundamental ideas and principles of lean manufacturing, such as value stream mapping, flow, pull, and perfection. BEX® certified professionals may use these concepts to guide improvement initiatives and create a culture of continuous improvement.
Lean transformation:
The process of implementing lean principles and practices throughout an organization in order to improve efficiency, reduce waste, and increase value for customers. Example: A BEX® certified professional leading a lean transformation project at a manufacturing company to streamline the production process and reduce lead times.
Lean operations:
The application of lean principles and tools to operational processes in order to reduce waste and improve efficiency. Example: A BEX® certified professional conducting a value stream mapping exercise to identify areas of waste and inefficiency in a company's production operations.
Lean strategy:
A business strategy that emphasizes the use of lean principles and practices to achieve business objectives. Example: A BEX® certified professional developing a lean strategy for a healthcare organization to improve patient care and reduce costs.
Lean initiatives:
Specific projects or programs that aim to implement lean principles and practices in a targeted area of the organization. Example: A BEX® certified professional leading a lean initiative to improve the order fulfillment process at an e-commerce company.
Lean philosophy:
A set of guiding principles that prioritize the continuous elimination of waste and the creation of value for customers. Example: A BEX® certified professional promoting the adoption of a lean philosophy throughout an organization to drive improvements in performance.
Lean systems:
The integration of lean principles and practices into the overall management systems of an organization. Example: A BEX® certified professional designing and implementing a lean management system for a logistics company to improve efficiency and reduce costs.
Lean Six Sigma:
A methodology that combines lean principles with Six Sigma quality management techniques to achieve continuous improvement and reduce variability. Example: A BEX® certified professional leading a Lean Six Sigma project to reduce defects in a manufacturing process.
Leadership:
A ability to inspire and guide others towards achieving a common goal. Example: A BEX® certified professional providing leadership and direction for a business excellence initiative, setting goals and expectations for the team, and ensuring alignment with the organization's overall strategy.
Learning organization:
An organization that values and promotes continuous learning and development among its employees in order to improve performance and achieve business objectives. Example: A BEX® certified professional implementing a learning organization framework at a software company to support ongoing skills development and knowledge sharing.
Life cycle assessment:
An evaluation of the environmental impacts of a product or service throughout its entire life cycle, from raw material extraction to disposal. Example: A BEX® certified professional conducting a life cycle assessment for a consumer electronics company to identify opportunities for reducing the environmental impact of its products.
Long-term success:
The achievement of sustainable business performance over an extended period of time. Example: A BEX® certified professional developing and implementing a long-term strategy for a retail company to achieve consistent revenue growth and profitability.
Loss prevention:
The implementation of strategies and processes to prevent losses due to theft, fraud, or other forms of risk. Example: A BEX® certified professional leading a loss prevention program for a financial services company to reduce the risk of fraud and financial losses.
Low hanging fruit:
A term used to describe opportunities for quick and easy improvements that require minimal effort or resources. Example: A BEX® certified professional identifying low hanging fruit opportunities for process improvements in a call center to reduce customer wait times and improve satisfaction.
Lean methodology:
A systematic approach that focuses on the elimination of waste in business processes while improving quality and efficiency. BEX® certified professionals apply this methodology in various ways, such as value stream mapping, 5S workplace organization, and kaizen events.
Learning organization:
An organization that actively promotes and supports continuous learning and improvement among its employees. BEX® certified professionals encourage the development of learning organizations by promoting a culture of learning, providing training and development opportunities, and recognizing and rewarding learning and improvement efforts.
Listening to customers:
The process of gathering feedback and insights from customers to better understand their needs and preferences. BEX® certified professionals apply this practice by conducting surveys, analyzing customer feedback, and using customer insights to drive improvement efforts and inform decision-making.
Long-term success:
A focus on sustainable and continuous improvement over time, rather than short-term gains or quick fixes. BEX® certified professionals prioritize long-term success by developing and implementing strategies that promote sustained growth, stability, and customer satisfaction.
Loss function:
A mathematical formula that calculates the cost of deviations from a target or desired performance level. BEX® certified professionals use loss functions to quantify the financial impact of defects or other issues and identify areas for improvement.
Low-cost provider:
An organization that is able to offer products or services at a lower cost than its competitors. BEX® certified professionals help organizations become low-cost providers by identifying and eliminating waste, streamlining processes, and improving efficiency.
Logical framework:
A tool used to organize and structure project planning and evaluation. BEX® certified professionals use the logical framework to define project goals and objectives, identify potential risks and challenges, and develop strategies to achieve success.
Logical thinking:
A systematic and analytical approach to problem-solving that emphasizes the use of reason and evidence to support decision-making. BEX® certified professionals apply logical thinking to analyze data, identify root causes, and develop effective solutions.
Loyalty:
A customer's commitment to a particular brand or organization, often based on factors such as quality, reliability, and customer service. BEX® certified professionals aim to increase customer loyalty by delivering high-quality products and services, building strong relationships with customers, and continuously improving the customer experience.
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Management commitment:
The active support and leadership from top management to ensure the successful implementation of a business excellence program. Example: A CEO communicating the importance of a business excellence program to all employees and ensuring that resources are allocated for its implementation.
Management systems:
A set of processes and procedures designed to manage and control an organization's activities and resources effectively. Example: Implementation of ISO 9001 Quality Management System to ensure consistent delivery of high-quality products and services.
Market focus:
An approach that involves understanding and meeting the needs and expectations of customers and other stakeholders. Example: Conducting market research to identify customer needs and preferences and developing products or services that align with them.
Master Black Belt:
A highly skilled and experienced Six Sigma professional who is responsible for training and coaching Black Belts and Green Belts in Lean Six Sigma methodology. Example: A Master Black Belt leading a team of Black Belts to improve a process in a manufacturing company.
Mastery:
The state of having a deep understanding and high level of proficiency in a specific skill or subject. Example: A BEX® certified professional achieving mastery in Lean Six Sigma methodology through continuous learning and practice.
Measurement:
The process of collecting and analyzing data to evaluate the effectiveness and efficiency of a process or system. Example: Tracking and analyzing customer complaints to identify areas for improvement in a product or service.
Metrics: Quantifiable measures used to track and assess performance and progress towards achieving organizational goals. Example: Tracking and analyzing the percentage of defects in a product to ensure high quality.
Mission statement:
A brief statement that defines an organization's purpose, goals, and values. Example: A company's mission statement that focuses on delivering high-quality products and services while ensuring customer satisfaction.
Motivate:
To inspire and encourage individuals or teams to achieve their goals and objectives. Example: Implementing a performance management system that recognizes and rewards employees for their contributions to the organization's success.
Multi-criteria analysis:
A decision-making tool used to evaluate and compare different options based on a set of criteria. BEX® certified professionals can use this tool to evaluate the effectiveness of different improvement initiatives or strategies and determine the best course of action.
Multidisciplinary:
Involving expertise or input from multiple disciplines or fields. BEX® certified professionals may work with teams or individuals from different departments or areas of expertise to develop and implement improvement initiatives.
Multifaceted:
Having many different aspects or components. BEX® certified professionals may need to consider multiple factors, such as customer needs, financial performance, and employee engagement, when developing improvement initiatives.
Multifaceted approach:
An approach that considers multiple factors and perspectives when developing and implementing improvement initiatives. BEX® certified professionals may use a multifaceted approach to ensure that improvement initiatives address all relevant factors and achieve the desired outcomes.
Multifunctional teams:
Teams that include members from different functional areas or departments within an organization. BEX® certified professionals may work with multifunctional teams to develop and implement improvement initiatives that involve multiple areas of the organization.
Multiple perspectives:
Considering different viewpoints or perspectives when analyzing a problem or developing an improvement initiative. BEX® certified professionals may use multiple perspectives to gain a comprehensive understanding of a problem and develop effective solutions that address all relevant factors.
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Natural Resources:
Refers to naturally occurring materials such as minerals, water, and forests that can be used in production. BEX® certified professionals may conduct assessments of their organization's use of natural resources to identify opportunities for conservation and sustainable practices.
Needs Assessment:
A systematic process of gathering and analyzing information to determine the gap between an organization's current state and desired state. BEX® certified professionals may conduct needs assessments to identify areas of improvement in their organization's performance and develop strategies to address them.
Negligence:
Refers to the failure to exercise reasonable care or caution, resulting in harm or damage. BEX® certified professionals may develop policies and procedures to prevent negligence within their organization, such as safety protocols or quality control measures.
Net Income:
Refers to the amount of revenue left over after deducting all expenses. BEX® certified professionals may use net income as a metric to evaluate the financial performance of their organization and make strategic decisions to improve profitability.
Niche market:
Refers to a specialized segment of a larger market with unique needs and characteristics. BEX® certified professionals may conduct market research to identify niche markets and develop strategies to target and serve those markets effectively.
Niche Market Segmentation:
Refers to the process of dividing a niche market into smaller subgroups based on shared characteristics. BEX® certified professionals may use niche market segmentation to develop targeted marketing campaigns and tailor products or services to specific customer needs.
Noise Reduction:
Refers to the process of reducing unwanted sounds or disturbances in a system or process. BEX® certified professionals may use noise reduction techniques to improve communication, reduce errors, and increase productivity in their organization.
Nominal Group Technique:
Refers to a group decision-making process that involves structured discussion and voting. BEX® certified professionals may use nominal group technique to facilitate collaborative decision-making and generate ideas or solutions to complex problems.
Non-Compliance:
Refers to the failure to adhere to laws, regulations, or organizational policies and procedures. BEX® certified professionals may develop systems and processes to ensure compliance within their organization and minimize the risk of legal or reputational consequences.
Non-conformance:
Refers to a failure to meet specified requirements or standards. BEX® certified professionals may use non-conformance data to identify areas of improvement and implement corrective actions to prevent future non-conformances.
Non-Disclosure Agreement (NDA):
A legal agreement that prohibits the disclosure of confidential or proprietary information. BEX® certified professionals may use NDAs to protect sensitive information and maintain the competitive advantage of their organization.
Non-linear Thinking:
Refers to a type of thinking that involves creative, out-of-the-box approaches and does not follow a linear or sequential path. BEX® certified professionals may encourage non-linear thinking to foster innovation and generate new ideas in their organization.
Non-monetary Incentives:
Rewards given to employees that are not in the form of money or cash. These could be in the form of time off, recognition, or even a small gift. BEX certified professionals may apply this concept by using non-monetary incentives to motivate employees to achieve business goals.
Non-parametric Tests:
Statistical tests that do not require a specific population distribution to be valid. BEX certified professionals may use non-parametric tests to analyze data in situations where the normality assumption is not met.
Non-Profit Organization:
A type of organization that operates to serve a specific purpose, rather than to make a profit. BEX certified professionals may work with non-profit organizations to help them improve their operations and achieve their goals.
Non-routine Tasks:
Tasks that are not performed on a regular basis and require specific skills or expertise. BEX certified professionals may help organizations identify non-routine tasks and develop strategies for completing them effectively.
Non-value added:
Activities that do not add value to the final product or service provided to the customer. BEX certified professionals may help organizations identify non-value added activities and eliminate them to increase efficiency and reduce costs.
Non-value added activity: Activities that do not add value to the final product or service provided to the customer. BEX certified professionals may help organizations identify non-value added activities and eliminate them to increase efficiency and reduce costs.
Normal distribution:
A continuous probability distribution that has a bell-shaped curve. BEX certified professionals may use the normal distribution to analyze data and make statistical inferences.
Normality test:
A statistical test used to determine if a data set follows a normal distribution. BEX certified professionals may use normality tests to determine if data sets meet the assumptions of certain statistical tests.
Norms:
A standard or pattern of behavior that is expected or accepted within a group or society. BEX certified professionals may apply norms in their organization to establish common expectations for behavior, communication, and decision-making among employees.
Notebook Management:
A system of organizing and tracking information using a notebook or similar tool. BEX certified professionals may use notebook management to keep track of notes, ideas, and action items related to business processes and improvement initiatives.
Notebook method:
A process of recording observations and data in a notebook for later analysis and use. BEX certified professionals may use the notebook method to document observations during a gemba walk or to track progress on a project.
Numerical Analysis:
The use of mathematical methods and models to analyze and interpret data. BEX certified professionals may use numerical analysis to identify patterns and trends in data, make data-driven decisions, and measure the effectiveness of improvement initiatives.
Numerical data:
Data that can be expressed in numerical form, such as measurements or counts. BEX certified professionals may use numerical data to quantify performance, track progress, and identify areas for improvement.
Nursing Leadership:
Leadership within the healthcare industry specifically related to nursing practice. BEX certified professionals in healthcare organizations may apply nursing leadership principles to improve patient outcomes, enhance teamwork, and optimize processes related to patient care.
Nutrient Density:
The ratio of nutrients to calories in a food or diet. BEX certified professionals in the food industry may apply nutrient density principles to develop and market healthier products, and in healthcare organizations to optimize patient nutrition plans.
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Observation:
The process of watching, monitoring or examining a situation, process or activity in order to gain insights and identify areas for improvement. Example: BEX certified professionals may conduct observations of manufacturing processes to identify areas for improvement and optimize workflow.
Obsolescence:
The state of being outdated or no longer useful. Example: BEX certified professionals may monitor technological advancements and trends to ensure that the organization stays up-to-date and avoids obsolescence.
Occupational Health and Safety:
The policies, procedures and practices that ensure the health and safety of employees in the workplace. Example: BEX certified professionals may develop and implement occupational health and safety programs to reduce workplace accidents and injuries.
OEE (Overall Equipment Effectiveness):
A metric used to measure the efficiency and effectiveness of manufacturing equipment. Example: BEX certified professionals may analyze OEE data to identify areas where equipment can be optimized and improve overall productivity.
Off-balance Sheet Financing:
A financing method that allows companies to borrow money without showing the debt on their balance sheets. Example: BEX certified professionals may analyze the risks and benefits of off-balance sheet financing as a funding option for the organization.
Offering:
A product, service, or combination of both that is offered to customers. Example: BEX certified professionals may conduct market research to determine the viability and demand for new offerings and make recommendations for new product or service development.
Office automation:
The use of technology to automate and streamline office tasks and processes. Example: BEX certified professionals may identify opportunities for office automation to improve efficiency and reduce costs, such as implementing digital document management systems.
Ongoing Improvement:
The continuous effort to improve processes, products, and services over time. Example: BEX certified professionals may develop and implement continuous improvement programs to optimize processes and drive innovation.
Online Advertising:
Advertising that is delivered through digital channels such as the internet and social media. Example: BEX certified professionals may develop and implement online advertising campaigns to reach and engage with target audiences.
Online Marketing:
Marketing efforts that are conducted through digital channels such as the internet and social media. Example: BEX certified professionals may develop and implement online marketing strategies to promote products and services and increase brand awareness.
Online Reputation Management:
The practice of monitoring and managing a company's online reputation and presence. Example: BEX certified professionals may implement online reputation management strategies to monitor and respond to online reviews and feedback and maintain a positive brand image.
On-time Delivery:
The delivery of products or services within the expected timeframe or deadline. Example: BEX certified professionals may develop and implement processes to ensure on-time delivery and optimize supply chain and logistics management.
Open-book management:
A management philosophy that involves sharing financial and other key business information with employees, to empower them to make more informed decisions and contribute to the success of the organization. An example of how BEX® certified professionals apply open-book management in business excellence practices is by creating a culture of transparency, trust, and accountability where employees are encouraged to understand and use financial information to improve their work and the organization's performance.
Operational Efficiency:
The measure of how effectively an organization can utilize its resources to produce goods and services that meet or exceed customer expectations. BEX® certified professionals apply operational efficiency in business excellence practices by identifying and eliminating waste, optimizing processes, and improving the use of resources to increase productivity and reduce costs.
Operational Excellence:
A management philosophy that focuses on continuously improving processes and operations to achieve sustainable competitive advantage and deliver superior value to customers. An example of how BEX® certified professionals apply operational excellence in business excellence practices is by implementing best practices, process improvements, and innovative technologies to streamline operations, increase efficiency, and drive growth.
Operational Planning:
The process of defining objectives, goals, and strategies to achieve desired outcomes in day-to-day operations. BEX® certified professionals apply operational planning in business excellence practices by aligning operational plans with the organization's strategic objectives, identifying key performance indicators, and ensuring adequate resources to achieve operational goals.
Operational Risk:
The potential risk of loss or disruption to an organization's operations due to inadequate or failed internal processes, systems, or human errors. BEX® certified professionals apply operational risk management in business excellence practices by identifying, assessing, and mitigating operational risks, ensuring effective controls, and developing contingency plans to minimize the impact of potential disruptions.
Operational Risk Management:
The process of identifying, assessing, and managing risks to an organization's operations to minimize the likelihood and impact of potential losses or disruptions. An example of how BEX® certified professionals apply operational risk management in business excellence practices is by implementing effective controls, monitoring and reporting on operational risks, and developing contingency plans to ensure business continuity.
Operations:
The process of transforming inputs into outputs to deliver products or services to customers. BEX® certified professionals apply operations in business excellence practices by ensuring quality, improving efficiency, and enhancing the customer experience through effective management of people, processes, and technology.
Operations Management:
The discipline of managing people, processes, and technology to achieve efficient and effective operations that deliver value to customers. An example of how BEX® certified professionals apply operations management in business excellence practices is by designing, implementing, and continuously improving processes to ensure quality, reduce costs, and increase customer satisfaction.
Opportunity Cost:
The cost of forgoing an alternative choice or opportunity in favor of a particular decision. BEX® certified professionals apply opportunity cost in business excellence practices by considering the potential benefits and costs of different alternatives when making decisions to maximize value and achieve strategic objectives.
Optimization:
The process of making something as effective and efficient as possible. BEX certified professionals apply optimization techniques to improve the performance of business processes, reduce costs, and enhance customer satisfaction. Example: A manufacturing company may use optimization techniques to improve the production process and reduce waste, resulting in a higher output of products with less resources and time.
Organic Growth:
The growth of a company that comes from its own operations and resources, as opposed to growth achieved through mergers or acquisitions. BEX certified professionals focus on organic growth to increase revenue and expand their business. Example: A startup company may focus on organic growth by investing in marketing strategies to acquire new customers and increasing sales through product innovation and improved customer satisfaction.
Organizational Culture:
The shared values, beliefs, and practices that shape the behavior and decisions of an organization. BEX certified professionals recognize the importance of organizational culture in promoting employee engagement, innovation, and performance. Example: A company with a strong culture of teamwork and collaboration may have a higher level of employee engagement and productivity, resulting in better business outcomes.
Organizational Development:
The process of improving an organization's effectiveness and efficiency through changes in structure, processes, and culture. BEX certified professionals apply organizational development techniques to enhance organizational performance and adapt to changing market conditions. Example: A company may engage in organizational development by implementing new technology, restructuring departments, or improving employee training and development programs to stay competitive in the market.
Organizational Learning:
The process of acquiring and applying knowledge to improve organizational performance. BEX certified professionals encourage a culture of continuous learning to foster innovation and adaptability. Example: A company may implement a knowledge management system to capture and share best practices and lessons learned, enabling employees to learn from each other and improve performance.
Organizational Structure:
The hierarchical arrangement of roles, responsibilities, and communication within an organization. BEX certified professionals recognize the importance of organizational structure in promoting efficiency, accountability, and alignment with strategic goals. Example: A company may implement a matrix organizational structure to facilitate cross-functional collaboration and innovation, allowing employees to work on multiple projects simultaneously and share resources more efficiently.
Out-of-the-Box Thinking:
Creative and unconventional thinking that challenges traditional approaches and assumptions. BEX certified professionals encourage out-of-the-box thinking to foster innovation and drive business growth. Example: A company may use brainstorming sessions or design thinking workshops to encourage employees to generate new ideas and challenge conventional thinking to solve complex business problems.
Outsourcing:
The practice of contracting out business functions or processes to external vendors or third-party service providers. BEX certified professionals may use outsourcing to reduce costs, improve efficiency, and focus on core competencies. Example: A company may outsource its customer service operations to a third-party call center to improve response times and reduce costs, allowing the company to focus on its core product development and marketing efforts.
Overhead Cost:
The indirect expenses of a business that are not directly related to production or the delivery of goods or services. BEX certified professionals monitor and control overhead costs to improve profitability and efficiency. Example: A company may reduce overhead costs by consolidating office space, optimizing supply chain management, or using more energy-efficient equipment to reduce utility expenses.
Overproduction:
Refers to the manufacturing or production of products or services beyond the actual demand or requirement of the market or customers. It is considered a form of waste in lean manufacturing and business excellence practices. Overproduction results in excess inventory, storage costs, and increased lead time. It can also lead to quality issues, as the excess inventory may become outdated or damaged. BEX certified professionals can apply the concept of overproduction in identifying and eliminating waste from their business processes, and ensuring that the production or services delivered are aligned with actual customer demand.
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Partnership:
Partnership refers to a mutually beneficial relationship between two or more organizations. BEX® certified professionals can apply this by developing partnerships with suppliers, customers, and other stakeholders to improve business performance and achieve common goals.
People management:
People management involves the process of effectively managing human resources in an organization. BEX® certified professionals can apply this by creating an environment that fosters employee engagement, motivation, and productivity.
Performance analysis:
Performance analysis is the process of evaluating an organization's performance to identify areas for improvement. BEX® certified professionals can apply this by using various analysis tools such as SWOT analysis, PESTLE analysis, and root cause analysis to identify performance gaps and develop improvement strategies.
Performance evaluation:
Performance evaluation is the process of assessing an organization's performance against predetermined criteria. BEX® certified professionals can apply this by using evaluation tools such as the Baldrige Criteria for Performance Excellence to assess an organization's performance and identify areas for improvement.
Performance excellence:
Performance excellence refers to the achievement of outstanding results through continuous improvement and the application of best practices. BEX® certified professionals can apply this by guiding organizations towards achieving superior performance through the adoption of a systems approach, leadership, and continuous improvement.
Performance gap:
Performance gap refers to the difference between the current performance of an organization and its desired performance level. BEX® certified professionals can apply this by identifying performance gaps and developing improvement plans to close those gaps and achieve desired results.
Performance improvement:
Performance improvement involves the process of continuously improving an organization's performance through the application of improvement methodologies and best practices. BEX® certified professionals can apply this by implementing performance improvement initiatives such as Lean Six Sigma, Kaizen, and Total Quality Management to improve business processes and achieve superior performance.
Performance indicators:
Performance indicators are measurable factors used to evaluate an organization's performance. BEX® certified professionals can apply this by selecting and monitoring performance indicators to assess an organization's progress towards achieving its goals and objectives.
Performance management:
Performance management is a continuous process of setting goals, measuring performance, providing feedback, and improving performance. BEX® certified professionals can apply this by implementing a performance management system to manage and improve the performance of individuals, teams, and the organization as a whole.
Performance metrics:
Performance metrics are quantifiable measures used to assess an organization's performance. BEX® certified professionals can apply this by selecting and tracking performance metrics such as customer satisfaction, employee engagement, and financial metrics to monitor and improve organizational performance.
Planning:
Planning is the process of defining goals and objectives and developing strategies to achieve them. BEX® certified professionals can apply this by using strategic planning tools such as SWOT analysis, scenario planning, and balanced scorecard to develop a business plan that aligns with the organization's vision, mission, and values.
Planning and execution:
The process of planning and executing business strategies and initiatives to achieve organizational goals. BEX® certified professionals use planning and execution tools and techniques to create and implement business plans, set performance targets, and track progress towards achieving goals.
Problem-solving:
The process of identifying, analyzing, and resolving business problems or challenges. BEX® certified professionals use problem-solving methodologies and tools such as root cause analysis, fishbone diagrams, and Pareto charts to identify the underlying causes of problems and develop effective solutions.
Problem-solving methodologies:
Structured approaches to analyzing and solving business problems. Examples of problem-solving methodologies used by BEX® certified professionals include Six Sigma, Lean, and Design Thinking.
Process alignment:
The process of ensuring that business processes are aligned with the overall strategic goals of the organization. BEX® certified professionals use process alignment tools and techniques to identify process inefficiencies and align business processes with strategic objectives.
Process automation:
The use of technology to automate and streamline business processes. BEX® certified professionals use process automation tools and techniques such as Robotic Process Automation (RPA) and Business Process Management (BPM) to improve process efficiency and reduce errors.
Process control:
The process of monitoring and controlling business processes to ensure that they are performing effectively and efficiently. BEX® certified professionals use process control tools and techniques such as Statistical Process Control (SPC) to monitor process performance and identify process improvements.
Process design:
The process of designing or redesigning business processes to improve efficiency, quality, or performance. BEX® certified professionals use process design tools and techniques such as Value Stream Mapping (VSM) and Business Process Reengineering (BPR) to redesign business processes for maximum efficiency and effectiveness.
Process efficiency:
The degree to which a business process is able to produce desired outputs with minimum resources. BEX® certified professionals use process efficiency tools and techniques such as Time and Motion Studies and Process Flow Analysis to identify and eliminate process inefficiencies.
Process evaluation:
The process of assessing the effectiveness and efficiency of business processes. BEX® certified professionals use process evaluation tools and techniques such as Process Capability Analysis and Process Performance Metrics to measure process performance and identify areas for improvement.
Process improvement:
The process of identifying and implementing improvements to business processes to improve efficiency, quality, or performance. BEX® certified professionals use process improvement tools and techniques such as Continuous Improvement and Kaizen to make incremental improvements to business processes over time.
Process innovation:
The process of developing new or improved business processes to create value for customers and stakeholders. BEX® certified professionals use process innovation tools and techniques such as Design Thinking and Blue Ocean Strategy to develop new and innovative business processes.
Process Mapping:
Process mapping involves creating a visual representation of a business process to better understand it and identify opportunities for improvement. BEX® certified professionals use process mapping to analyze the flow of work, identify bottlenecks, and reduce waste in processes.
Process Optimization:
Process optimization is the act of improving an existing business process by eliminating inefficiencies, reducing errors, and increasing productivity. BEX® certified professionals use various tools and methodologies to optimize processes, such as Six Sigma and Lean.
Process Reengineering:
Process reengineering involves a complete overhaul of an existing business process with the goal of improving it significantly. BEX® certified professionals use process reengineering to redesign processes from scratch to achieve better efficiency, cost savings, and customer satisfaction.
Process Standardization:
Process standardization involves developing and implementing standard procedures and best practices across an organization to ensure consistency and improve efficiency. BEX® certified professionals use process standardization to create a culture of continuous improvement and reduce errors caused by inconsistent practices.
Product Development:
Product development refers to the process of creating and bringing a new product or service to market. BEX® certified professionals may use various tools and techniques to ensure that the product development process is efficient, cost-effective, and meets customer needs.
Product Innovation:
Product innovation involves developing new and improved products or services that meet emerging customer needs or provide a competitive advantage. BEX® certified professionals use product innovation to drive growth and profitability for their organizations.
Productivity:
Productivity refers to the efficiency with which resources are used to produce goods or services. BEX® certified professionals use productivity metrics and analysis to identify opportunities for improvement and drive efficiencies in processes.
Product Lifecycle Management:
Product lifecycle management (PLM) is the process of managing a product from its conception through design, development, production, and end-of-life. BEX® certified professionals use PLM to ensure that products are designed efficiently, produced cost-effectively, and meet customer needs throughout their lifecycle.
Professional Development:
Professional development refers to ongoing learning and training that helps individuals improve their skills and knowledge to advance their careers. BEX® certified professionals prioritize professional development to stay up-to-date with the latest best practices and continuously improve their performance.
Profitability:
The degree to which a company can generate profit or financial gain from its business activities. BEX® certified professionals may analyze financial statements, identify areas for cost reduction, or implement process improvements to increase profitability.
Program management:
The process of managing several related projects, often with the intention of improving overall organizational performance. BEX® certified professionals may use program management methodologies to coordinate and prioritize multiple initiatives, allocate resources, and ensure alignment with business goals.
Project management: The process of initiating, planning, executing, and controlling resources to achieve specific goals and meet specific success criteria within a specified time. BEX® certified professionals may use project management tools and techniques to lead process improvement initiatives, new product launches, or other projects that support organizational excellence.
Project portfolio management:
The process of managing an organization's collection of projects as a portfolio, with the goal of maximizing the value of the portfolio while balancing risk and resource constraints. BEX® certified professionals may use project portfolio management methodologies to identify opportunities for improvement, prioritize initiatives, and allocate resources for maximum impact.
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Qualitative data:
Refers to non-numerical data such as opinions, feedback, and perceptions. BEX® certified professionals can use qualitative data to gain a deeper understanding of customer needs and preferences, employee satisfaction, and other factors that impact business performance.
Quality assurance (QA):
Refers to the activities and processes that are designed to ensure that a product or service meets or exceeds customer expectations. BEX® certified professionals can use QA techniques such as testing, inspections, and audits to identify and address quality issues before they impact customers.
Quality audits:
A systematic, independent examination of a company's quality system or processes to evaluate whether they comply with established standards. BEX® certified professionals can conduct quality audits to identify opportunities for improvement and ensure that quality standards are being met.
Quality audit trails:
A record of the steps taken to produce or test a product or service, used to track the history of a product or service and provide accountability. BEX® certified professionals can use quality audit trails to identify issues and improve the quality of a product or service over time.
Quality benchmarking:
A process of comparing a company's products, services, or processes with those of other companies to identify areas for improvement. BEX® certified professionals can use quality benchmarking to identify best practices and opportunities for improvement.
Quality circles:
A group of employees who meet regularly to identify and solve quality-related problems in the workplace. BEX® certified professionals can facilitate quality circles to engage employees in improving quality and creating a culture of continuous improvement.
Quality control (QC):
Refers to the activities and processes that are designed to ensure that a product or service meets established quality standards. BEX® certified professionals can use QC techniques such as inspections, testing, and statistical process control to identify and address quality issues.
Quality costs:
The costs associated with ensuring that a product or service meets established quality standards, including prevention costs, appraisal costs, and failure costs. BEX® certified professionals can use quality cost data to identify opportunities for improvement and make data-driven decisions.
Quality function deployment (QFD):
A methodology used to translate customer needs into product or service features and requirements. BEX® certified professionals can use QFD to ensure that products or services meet or exceed customer expectations.
Quality improvement:
The process of identifying and eliminating the root cause of quality problems to improve performance. BEX® certified professionals can use quality improvement tools and methodologies such as Six Sigma and Lean to improve quality and increase efficiency.
Quality improvement teams:
A cross-functional team that works together to identify and solve quality-related problems. BEX® certified professionals can facilitate quality improvement teams to engage employees in continuous improvement and ensure that quality standards are being met.
Quality index:
A measure of the overall quality of a product or service, often based on customer feedback and other performance metrics. BEX® certified professionals may use quality index to identify areas of improvement and set goals for enhancing overall quality.
Quality management principles:
The fundamental concepts and values that guide an organization's approach to quality management. Examples of quality management principles include customer focus, leadership, continuous improvement, and stakeholder engagement. BEX® certified professionals may use quality management principles to develop a framework for managing quality within an organization.
Quality management system (QMS):
A formalized system for managing quality within an organization, including policies, processes, and procedures for ensuring that products and services meet customer requirements. BEX® certified professionals may develop, implement, and maintain QMSs, and conduct audits to ensure compliance with quality standards.
Quality metrics:
Quantitative measures used to assess the performance of a product or service in terms of quality. Examples of quality metrics may include defect rates, customer satisfaction scores, and cycle time. BEX® certified professionals may use quality metrics to identify trends, track progress, and make data-driven decisions for quality improvement.
Quality objectives:
Specific, measurable goals for improving quality within an organization. Quality objectives may be derived from customer requirements, industry standards, or organizational strategy. BEX® certified professionals may develop and track quality objectives to ensure that quality goals are being met.
Quality planning:
The process of developing a strategy for managing quality within an organization, including identifying quality objectives, determining customer requirements, and developing a plan for meeting those requirements. BEX® certified professionals may use quality planning to ensure that quality is embedded throughout the organization's processes and systems.
Quality policy:
A formal statement of an organization's commitment to quality, often including specific goals and objectives for achieving and maintaining high levels of quality. BEX® certified professionals may develop, implement, and communicate quality policies to ensure that quality is a priority throughout the organization.
Quality standards:
Standards that establish requirements, specifications, guidelines or characteristics to ensure that products, services, and processes are consistent with customer needs and expectations. For example, ISO 9001 is a quality standard that provides a framework for implementing a quality management system.
Quality tools:
Techniques or methodologies used to analyze data and identify opportunities for improvement in quality. Examples of quality tools include flowcharts, fishbone diagrams, and statistical process control.
Quantitative analysis:
Analysis of data using mathematical or statistical methods to draw conclusions and make decisions. For example, BEX® certified professionals may use quantitative analysis to identify patterns and trends in data to improve processes.
Quantitative data:
Data that is expressed in numerical terms and can be analyzed using quantitative methods. Examples of quantitative data include sales figures, production output, and customer satisfaction ratings.
Quick response (QR):
A business strategy that emphasizes rapid response to customer needs and market changes. BEX® certified professionals may use QR to improve their organization's agility and responsiveness to customer demands.
Quincunx:
A device used to demonstrate the principles of probability and statistics. BEX® certified professionals may use the quincunx as a teaching tool to help employees understand statistical concepts and their applications in quality improvement.
Quota sampling:
A statistical sampling technique in which a predetermined number of individuals or items are selected from each segment of a population. BEX® certified professionals may use quota sampling to ensure that their sample is representative of the population they are studying.
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Rationalization:
The process of making something more efficient or cost-effective by reducing unnecessary elements or steps. Example: BEX® certified professionals may conduct a rationalization study of a company's production process to identify and eliminate inefficiencies.
Recognition:
Acknowledging and rewarding individuals or teams for their achievements, contributions, or efforts. Example: BEX® certified professionals may design and implement a recognition program to motivate and engage employees in a company's business excellence journey.
Recognition and awards:
Formal programs or ceremonies that recognize and reward individuals or organizations for their outstanding achievements or contributions. Example: BEX® certified professionals may help design and manage an excellence award program that recognizes and celebrates the achievements of companies that have demonstrated excellence in various areas.
Reengineering:
The radical redesign and reorganization of an organization's processes, systems, and structures to achieve dramatic improvements in performance. Example: BEX® certified professionals may lead a reengineering initiative to streamline a company's operations and improve its overall efficiency and effectiveness.
Regulatory compliance:
The adherence to laws, regulations, and standards that govern a company's operations and activities. Example: BEX® certified professionals may help a company ensure compliance with regulatory requirements by designing and implementing a robust compliance management system.
Relationships:
The interactions, collaborations, and partnerships between a company and its stakeholders, including customers, suppliers, employees, and the community. Example: BEX® certified professionals may help a company build and maintain positive relationships with its stakeholders by implementing a customer-centric approach and fostering a culture of collaboration and partnership.
Reliability:
The ability of a product, process, or system to perform its intended function consistently and dependably. Example: BEX® certified professionals may use reliability engineering tools and techniques to improve the reliability of a company's products or processes, reducing defects and increasing customer satisfaction.
Reporting and communication:
The timely and accurate sharing of information and data within and outside an organization to facilitate decision-making, performance evaluation, and stakeholder engagement. Example: BEX® certified professionals may design and implement effective reporting and communication systems that provide relevant and actionable information to stakeholders, including executives, managers, employees, customers, and investors.
Reputation management:
The proactive management of a company's image, brand, and reputation to build trust, credibility, and loyalty among its stakeholders. Example: BEX® certified professionals may develop and implement a reputation management strategy that focuses on enhancing a company's reputation through effective communication, stakeholder engagement, and social responsibility initiatives.
Resilience:
The ability of a company to adapt and respond effectively to changes, challenges, and crises, while maintaining its core values, purpose, and performance. Example: BEX® certified professionals may help a company build resilience by implementing a risk management framework, developing contingency plans, and fostering a culture of innovation, agility, and continuous improvement.
Resource allocation:
The process of distributing and utilizing a company's resources, including people, finances, technology, and materials, to achieve its goals and objectives effectively and efficiently. Example: BEX® certified professionals may help a company optimize its resource allocation by conducting a resource analysis, identifying and prioritizing critical resources, and aligning resource allocation with strategic priorities and performance metrics.
Responsibility:
The state or fact of being accountable or to be held accountable for something. BEX® certified professionals may encourage and promote a culture of responsibility in an organization to improve accountability and ownership in achieving business objectives.
Responsibility and accountability:
These terms are closely related and refer to the obligation and willingness to accept responsibility for actions and outcomes. BEX® certified professionals may help organizations establish clear lines of responsibility and accountability to ensure effective decision-making, performance, and risk management.
Results and impact:
The outcomes and effects of actions and decisions on the organization and its stakeholders. BEX® certified professionals may use various tools and methods to measure, analyze, and improve results and impact to ensure continuous improvement and business excellence.
Results-driven:
This term refers to an approach or mindset that prioritizes achieving desired results and outcomes. BEX® certified professionals may promote a results-driven culture in an organization to improve performance and decision-making.
Rewards and recognition:
Refer to the use of incentives, rewards, and recognition to motivate and encourage desired behaviors and outcomes. BEX® certified professionals may help organizations establish effective rewards and recognition programs to support a culture of continuous improvement and business excellence.
Risk management:
This term refers to the identification, assessment, and mitigation of risks that may affect an organization's ability to achieve its objectives. BEX® certified professionals may help organizations establish effective risk management processes and practices to ensure business continuity and resilience.
Robustness:
This term refers to the ability of processes, systems, and organizations to withstand and adapt to changing and uncertain conditions. BEX® certified professionals may help organizations establish robust processes and practices that can deliver consistent results and performance under different circumstances and scenarios.
Robust processes:
These are processes that are designed and implemented to be resilient, reliable, and effective in achieving desired outcomes. BEX® certified professionals may help organizations establish and improve robust processes to ensure business excellence and continuous improvement.
Root cause analysis:
A problem-solving method that aims to identify the underlying causes of problems or issues. BEX® certified professionals may use root cause analysis to help organizations identify and address the root causes of performance gaps, defects, and other issues that may affect business excellence.
Run charts:
Graphical representations of data over time that can help visualize trends, patterns, and variations. BEX® certified professionals may use run charts to analyze and monitor performance, identify areas for improvement, and support data-driven decision-making.
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Stakeholder management:
The practice of identifying and managing the needs and expectations of stakeholders to ensure their involvement and satisfaction in the organization's activities. BEX certified professionals apply stakeholder management in business excellence practices by conducting stakeholder analysis, identifying stakeholders' interests and expectations, and developing strategies to engage them in the organization's activities.
Stakeholders:
Individuals, groups, or organizations who have a stake or interest in the success of an organization or project. BEX certified professionals apply stakeholder analysis to identify and prioritize stakeholders and develop strategies to engage them in the organization's activities.
Statistical process control:
A method for monitoring and controlling a process using statistical techniques to identify and prevent defects. BEX certified professionals apply statistical process control to monitor and control the performance of processes, identify and analyze process variation, and implement corrective actions to improve process performance.
Strategic planning:
The process of defining an organization's vision, mission, and goals, and developing strategies to achieve them. BEX certified professionals apply strategic planning to align the organization's activities with its mission and goals, identify opportunities and risks, and develop action plans to achieve desired outcomes.
Sustainability:
The practice of meeting the needs of the present without compromising the ability of future generations to meet their own needs. BEX certified professionals apply sustainability in business excellence practices by integrating environmental, social, and economic considerations into the organization's activities, identifying and mitigating environmental impacts, and promoting sustainable practices.
SWOT analysis:
A technique used to identify the strengths, weaknesses, opportunities, and threats of an organization or project. BEX certified professionals apply SWOT analysis to assess the organization's internal and external environment, identify opportunities and threats, and develop strategies to leverage strengths and overcome weaknesses.
Systematic approach:
A methodical and structured approach to problem-solving and decision-making. BEX certified professionals apply a systematic approach to identify, analyze, and solve problems, develop and implement plans, and monitor and evaluate results.
Systems thinking:
A holistic approach to problem-solving and decision-making that considers the interrelationships and interdependencies of a system's components. BEX certified professionals apply systems thinking to analyze and understand the organization's processes, identify opportunities for improvement, and develop strategies to optimize system performance.
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Talent Management:
The process of attracting, developing, and retaining talented employees within an organization. BEX® certified professionals can apply talent management strategies to ensure that their organization has the necessary skills and expertise to achieve its business objectives. Example: Developing a talent management plan that identifies key skills and competencies required for different roles within the organization and implementing training and development programs to help employees acquire those skills.
Target Setting:
The process of establishing specific, measurable, achievable, relevant, and time-bound (SMART) goals to guide the performance of individuals, teams, and organizations. BEX® certified professionals can use target setting as a tool to align organizational objectives with individual and team goals and to track progress towards achieving those objectives. Example: Setting sales targets for individual sales representatives and tracking their progress towards meeting those targets through regular performance reviews.
Teamwork:
The collaborative effort of individuals working together towards a common goal. BEX® certified professionals can foster teamwork in their organizations by promoting open communication, building trust, and encouraging collaboration. Example: Forming cross-functional teams to work on projects that require input from different departments and encouraging team members to share their knowledge and expertise.
Technology:
The application of scientific knowledge for practical purposes, especially in industry. BEX® certified professionals can leverage technology to drive innovation, improve efficiency, and enhance customer experience. Example: Implementing a customer relationship management (CRM) system to improve the management of customer interactions and data.
Technology Adoption:
The process of incorporating new technology into an organization and ensuring that employees are trained and equipped to use it effectively. BEX® certified professionals can use technology adoption strategies to facilitate the smooth transition to new technology and to maximize the benefits of technology investments. Example: Developing a training program for employees to learn how to use a new software application that has been implemented in the organization.
Theory of Constraints:
A methodology for identifying and managing the key constraints that limit the performance of a system. BEX® certified professionals can apply the theory of constraints to identify the bottlenecks in their organizations and to implement solutions to overcome those constraints. Example: Using the theory of constraints to identify the process step that is causing a delay in product delivery and implementing process improvements to address that bottleneck.
Timely Decision Making:
The ability to make informed and effective decisions in a timely manner. BEX® certified professionals can use decision-making frameworks and tools to gather and analyze data, weigh options, and make decisions that align with organizational objectives. Example: Using a decision matrix to evaluate different options for a new product launch and selecting the option that has the highest overall score.
Time Management:
The process of organizing and planning how to allocate time effectively to maximize productivity and achieve goals. BEX® certified professionals can use time management techniques to manage their workload, prioritize tasks, and improve their efficiency. Example: Using a time-blocking technique to allocate specific time slots for different tasks and activities throughout the day.
Tolerance Limits:
The range of acceptable variation in a process or product specification. BEX® certified professionals can use tolerance limits to define the acceptable range of variation and to identify and address any deviations from that range. Example: Setting tolerance limits for the diameter of a manufactured product and implementing quality control measures to ensure that the product diameter remains within the specified tolerance range.
Tools and Techniques:
Refers to the different methods, tools, and techniques used in business excellence practices to drive improvements in organizational performance. BEX® certified professionals are trained to apply a variety of tools and techniques, such as statistical analysis, process mapping, and root cause analysis, to identify opportunities for improvement and optimize business processes.
Top Management Leadership:
Refers to the leadership and commitment demonstrated by top-level management in driving business excellence practices. BEX® certified professionals help top management to understand the importance of their role in driving organizational change and building a culture of excellence.
Total Employee Involvement:
Refers to involving all employees in the improvement process to ensure that everyone is aligned with the organization's vision and mission. BEX® certified professionals work with organizations to create a culture of inclusion and empowerment, where all employees are encouraged to contribute to the organization's success.
Total Participation:
Refers to the involvement of all stakeholders in the improvement process. BEX® certified professionals work with organizations to identify and engage with all stakeholders, including employees, customers, suppliers, and partners, to ensure that everyone is aligned with the organization's goals and objectives.
Total Productive Maintenance:
Refers to the maintenance of all equipment and machinery to maximize productivity and minimize downtime. BEX® certified professionals help organizations to implement a total productive maintenance program, which involves regular maintenance and inspection of equipment and machinery to ensure that they are operating at peak efficiency.
Total Quality Control:
Refers to the processes and procedures used to ensure that products and services meet customer requirements and are of the highest quality. BEX® certified professionals help organizations to implement a total quality control program, which involves the use of statistical process control and other tools to monitor and improve product and service quality.
Total Quality Control Plan:
Refers to the plan developed by an organization to ensure that all processes and procedures are in place to meet customer requirements and ensure product and service quality. BEX® certified professionals help organizations to develop and implement a total quality control plan that is tailored to their specific needs and goals.
Total Quality Leadership:
Refers to the leadership and commitment demonstrated by all levels of management in driving a culture of quality and excellence. BEX® certified professionals work with organizations to develop a total quality leadership program, which involves training and development for all managers and leaders to ensure that they are equipped to drive organizational change and build a culture of excellence.
Total Quality Management (TQM):
Refers to the holistic approach to quality management that involves all stakeholders in the organization, from top-level management to frontline employees. BEX® certified professionals help organizations to implement a total quality management program, which involves the use of a range of tools and techniques to drive continuous improvement and optimize business processes.
Total Quality Management System:
Refers to the system developed by an organization to ensure that all processes and procedures are in place to meet customer requirements and ensure product and service quality. BEX® certified professionals help organizations to develop and implement a total quality management system that is tailored to their specific needs and goals.
Total Quality Philosophy:
A management approach that emphasizes continuous improvement, customer focus, and involvement of all employees in the organization. Example: BEX® certified professionals use the Total Quality Philosophy to help organizations develop a culture of quality that leads to improved performance and customer satisfaction.
Total Quality System:
An integrated system of principles, practices, and tools that help organizations to achieve their quality goals. Example: BEX® certified professionals use the Total Quality System to design, implement, and improve quality management systems in organizations.
Toyota Production System (TPS):
A management philosophy and production system developed by Toyota that emphasizes continuous improvement, waste reduction, and respect for people. Example: BEX® certified professionals use the TPS to help organizations implement lean principles and improve their operational efficiency and effectiveness.
Traceability:
The ability to track and trace the history, location, and usage of a product or service. Example: BEX® certified professionals use traceability systems to improve quality control, ensure regulatory compliance, and enhance customer satisfaction.
Trade-off: A decision-making process in which the benefits and drawbacks of different options are weighed against each other. Example: BEX® certified professionals use trade-off analysis to help organizations make decisions that optimize their resources and align with their strategic objectives.
Training and Development:
A process of enhancing the knowledge, skills, and abilities of employees through various training programs and opportunities. Example: BEX® certified professionals help organizations design and implement training and development programs that support the development of a skilled and knowledgeable workforce.
Transformation:
A process of radical and comprehensive change that alters the structure, culture, and operations of an organization. Example: BEX® certified professionals help organizations transform their business models, operations, and strategies to adapt to changing market conditions and remain competitive.
Transformational Leadership:
A leadership style that inspires and motivates followers to achieve significant improvements in performance and results. Example: BEX® certified professionals help leaders develop transformational leadership skills to drive organizational change and achieve business excellence.
Transparency:
A principle of openness and accountability in which an organization shares information and communicates its decisions, actions, and performance to stakeholders. Example: BEX® certified professionals help organizations improve transparency by developing and implementing systems for reporting and communication.
Triple Bottom Line (TBL):
A framework that measures an organization's performance in three dimensions: economic, social, and environmental. Example: BEX® certified professionals help organizations adopt the TBL framework to evaluate and optimize their sustainability and social responsibility practices.
Trust:
A fundamental element of successful relationships and partnerships based on reliability, honesty, and integrity. Example: BEX® certified professionals help organizations build trust with their stakeholders by demonstrating ethical behavior, transparency, and accountability.
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Underlying principles:
Fundamental beliefs or values that guide an organization in achieving its mission and vision. BEX® certified professionals apply these principles to align the organization's culture, strategies, and operations with its core values and goals, and to ensure consistency in decision-making and actions across the organization. Example: One underlying principle of BEX® is to prioritize customer satisfaction, which guides organizations in developing products and services that meet their customers' needs and preferences.
Understanding customer needs:
The process of gathering, analyzing, and using customer feedback to improve products, services, and overall customer experience. BEX® certified professionals use customer needs analysis to ensure that their organizations are meeting or exceeding customer expectations, and to identify areas for improvement and innovation. Example: A BEX® certified professional may use surveys, focus groups, or customer feedback platforms to collect customer insights and feedback, and use that information to identify areas for improvement or develop new products or services that better meet customer needs.
Unified approach:
A comprehensive and coordinated approach to problem-solving and decision-making that involves all stakeholders and functions of an organization. BEX® certified professionals use a unified approach to ensure that all parts of the organization are working together towards a common goal and are aligned with the organization's mission, vision, and values. Example: BEX® certified professionals may use a cross-functional team approach to address a specific problem or opportunity, bringing together representatives from different departments or functions to collaborate and share their expertise and perspectives.
Uninterrupted flow:
The smooth and continuous flow of materials, information, and processes through an organization, without delays or interruptions. BEX® certified professionals use uninterrupted flow to improve efficiency, reduce waste, and enhance customer satisfaction. Example: A BEX® certified professional may use process mapping and optimization techniques to identify and eliminate bottlenecks, inefficiencies, and delays in a process, ensuring that materials, information, and products flow smoothly and continuously from one stage to the next.
Unique selling proposition:
A distinctive and compelling feature or benefit of a product or service that sets it apart from its competitors and appeals to customers. BEX® certified professionals use unique selling propositions to differentiate their organization's products or services and create a competitive advantage in the marketplace. Example: A BEX® certified professional may use market research and analysis to identify unmet customer needs or underserved market segments, and develop a unique selling proposition that addresses those needs and sets the organization's products or services apart from its competitors.
Unity of purpose:
The alignment of all stakeholders and functions of an organization towards a common mission, vision, and set of values. BEX® certified professionals use unity of purpose to ensure that everyone in the organization is working towards the same goal and is committed to the organization's success. Example: A BEX® certified professional may use leadership development programs, communication strategies, and employee engagement initiatives to create a sense of shared purpose and commitment to the organization's mission and vision.
Upskilling:
The process of developing new skills or enhancing existing ones, to improve performance and adapt to changing job requirements or technologies. BEX® certified professionals use upskilling to ensure that their organizations have the right talent and capabilities to achieve their strategic goals and stay competitive in the marketplace. Example: A BEX® certified professional may use training and development programs, coaching and mentoring initiatives, and performance metrics to identify skill gaps and develop upskilling strategies that align with the organization's business needs and goals.
Upstream thinking:
A proactive approach to identifying and addressing potential problems or opportunities early on in a process or system, rather than waiting until they become major issues. For example, BEX® certified professionals may use upstream thinking to anticipate and address potential quality issues in the design phase of a product or service, rather than waiting until the product is manufactured and experiencing quality problems.
Usability testing:
A process of testing the usability and ease of use of a product or service by its intended users. BEX® certified professionals may use usability testing to gather feedback from customers and stakeholders, identify areas for improvement in product design and user experience, and ultimately enhance customer satisfaction and loyalty.
Use of data:
The process of collecting, analyzing, and using data to inform decision-making and improve business processes. BEX® certified professionals may use data to identify trends and patterns, evaluate performance, and inform process improvement efforts.
User experience:
The overall experience of a customer or user when interacting with a product or service. BEX® certified professionals may focus on improving user experience by gathering feedback, conducting usability testing, and incorporating user-centered design principles.
User-focused design:
A design approach that prioritizes the needs, goals, and preferences of the end user. BEX® certified professionals may use user-focused design to create products and services that meet the needs of their target customers and stakeholders, ultimately enhancing customer satisfaction and loyalty.
Utilization:
The effective and efficient use of resources, including human, financial, and material resources. BEX® certified professionals may focus on improving utilization by analyzing resource usage, identifying areas of waste and inefficiency, and implementing process improvements to optimize resource allocation.
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Value-added activities:
Activities that add value to a product or service from the customer's perspective. BEX® certified professionals apply this concept by identifying and eliminating non-value-added activities, optimizing value-added activities, and continuously improving processes to increase overall value to customers.
Value chain analysis:
A process of analyzing the sequence of activities that create and add value to a product or service. BEX® certified professionals apply this concept by identifying and analyzing value chains to improve process efficiency, reduce waste, and increase value to customers.
Value proposition:
A statement that describes the unique benefits and value that a product or service provides to customers. BEX® certified professionals apply this concept by developing and communicating a clear value proposition to customers, ensuring that it aligns with the organization's mission and values.
Value stream mapping:
A visual tool used to map the flow of materials and information required to deliver a product or service to customers. BEX® certified professionals apply this concept by identifying and analyzing value streams to improve process efficiency, reduce waste, and increase value to customers.
Variability reduction:
A process of reducing variation in processes and products to improve quality and consistency. BEX® certified professionals apply this concept by identifying and analyzing sources of variation, implementing solutions to reduce variability, and continuously monitoring processes to maintain low levels of variability.
Vendor management:
A process of managing relationships with suppliers and vendors to ensure the timely delivery of high-quality goods and services. BEX® certified professionals apply this concept by developing and maintaining strong relationships with vendors, monitoring vendor performance, and continuously improving supplier quality and performance.
Verification:
A process of verifying that a product, service, or process meets the specified requirements and standards. BEX® certified professionals apply this concept by developing and implementing effective verification processes, monitoring performance, and continuously improving quality and compliance.
Virtual teams:
Teams that collaborate and work together remotely, often across different locations and time zones. BEX® certified professionals apply this concept by developing and implementing effective communication and collaboration strategies, promoting team cohesion and engagement, and leveraging technology to facilitate virtual teamwork.
Vision statement:
A vision statement is a declaration of an organization's aspirations and what it wants to achieve in the future. It describes the desired state or end goal of the organization. BEX® certified professionals can use their expertise in business excellence practices to help organizations create and communicate a clear and inspiring vision statement to align their strategies, goals, and actions.
Visual controls:
Visual controls are tools used to convey information visually and quickly, allowing teams to monitor their work and identify issues or opportunities for improvement. Examples of visual controls include kanban boards, dashboards, and scorecards. BEX® certified professionals can help organizations design and implement effective visual controls to enhance their operations and performance.
Visual management:
Visual management is a practice of displaying relevant information, metrics, and data in a visible and accessible manner to facilitate communication, collaboration, and decision-making. BEX® certified professionals can assist organizations in implementing visual management tools and techniques to improve their processes, enhance team alignment and engagement, and promote continuous improvement.
Vital Few:
The Vital Few refers to the critical few factors that have the most significant impact on an organization's performance or outcome. It is a concept used in the Pareto principle, where 80% of the effects come from 20% of the causes. BEX® certified professionals can help organizations identify and focus on their Vital Few to optimize their resources, improve their results, and drive continuous improvement.
Vitality curve:
The Vitality curve is a performance management tool used to categorize employees into different performance groups based on their relative contribution to an organization's success. It helps organizations identify and reward high performers and improve or remove underperformers. BEX® certified professionals can help organizations design and implement an effective Vitality curve system that aligns with their values, strategies, and culture.
Voice of customer:
The Voice of the Customer (VOC) is a process of capturing and analyzing customers' needs, preferences, and expectations to improve the quality of products or services. BEX® certified professionals can help organizations collect and interpret VOC data, prioritize customer requirements, and translate them into actionable improvement initiatives.
Voice of employee:
The Voice of the Employee (VOE) is a process of gathering and analyzing employees' feedback, opinions, and suggestions to improve the workplace culture, employee engagement, and performance. BEX® certified professionals can help organizations establish effective VOE programs, encourage employee participation, and use the feedback to enhance their management practices and operations.
Voice of process:
The Voice of the Process (VOP) is a process of monitoring and analyzing the performance of a process to identify opportunities for improvement. BEX® certified professionals can help organizations implement VOP tools and techniques, such as statistical process control, process mapping, and root cause analysis, to optimize their processes and achieve their performance goals.
Voice of stakeholder:
The Voice of the Stakeholder (VOS) is a process of collecting and analyzing feedback and expectations from various stakeholders, such as customers, employees, suppliers, shareholders, and communities. BEX® certified professionals can help organizations identify their stakeholders, understand their needs and interests, and use the feedback to align their strategies, actions, and communication with their stakeholders' expectations.
Voice of supplier:
The Voice of the Supplier (VOSu) is a process of capturing and analyzing feedback and performance data from suppliers to improve the quality, reliability, and cost-effectiveness of the supply chain. BEX® certified professionals can help organizations establish effective VOSu programs, measure and monitor supplier performance, and collaborate with suppliers to improve the supply chain's overall performance.
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Waste elimination:
A practice that involves identifying and eliminating any process or activity that does not add value to the customer or the business. This is achieved by identifying areas of waste and inefficiencies and implementing improvements to eliminate them. Example: BEX certified professionals can use lean principles and tools to identify and eliminate waste in a manufacturing process, such as excess inventory or waiting time between production stages.
Waterfall model:
A project management methodology that follows a linear and sequential approach, where each phase of the project must be completed before moving onto the next. This approach is characterized by clear project requirements and a rigid structure. Example: BEX certified professionals can use the waterfall model to manage a software development project by defining clear requirements, designing the system, implementing and testing it, and finally delivering the finished product.
Web analytics:
The practice of collecting and analyzing data related to website usage and performance. This data is used to understand user behavior, optimize website content and design, and improve website performance. Example: BEX certified professionals can use web analytics tools to analyze website traffic, track user behavior, and identify areas of improvement, such as page load times or user drop-off rates.
Winning culture:
A culture that promotes high performance, teamwork, and a focus on achieving results. This culture emphasizes continuous improvement and fosters an environment of trust, respect, and accountability. Example: BEX certified professionals can help organizations develop a winning culture by promoting leadership development, employee empowerment, and recognition and reward programs for high performance.
Workflow optimization:
The practice of streamlining and improving the flow of work processes to increase efficiency and productivity. This involves identifying bottlenecks and areas of inefficiency and implementing improvements to optimize workflow. Example: BEX certified professionals can use process improvement tools, such as value stream mapping or process flow analysis, to identify areas of workflow inefficiency and implement improvements to streamline and optimize processes.
Workforce development:
The practice of investing in employee training and development to improve skills, knowledge, and capabilities. This practice enhances employee engagement and job satisfaction, and ultimately leads to improved organizational performance. Example: BEX certified professionals can help organizations develop workforce development programs, such as skills training or leadership development, to improve employee capabilities and enhance overall organizational performance.
Work-life balance:
The practice of achieving a balance between work and personal life, where employees are able to effectively manage their work responsibilities and also maintain personal well-being and relationships. Example: BEX certified professionals can help organizations promote work-life balance by implementing flexible work arrangements, promoting mental health and well-being initiatives, and fostering a culture that prioritizes work-life balance.
Workplace culture:
Refers to the shared values, beliefs, attitudes, behaviors, and practices that characterize an organization and influence how people interact and work together. BEX® certified professionals can assess and improve workplace culture to create a positive and productive work environment, foster employee engagement, and enhance organizational performance.
Workplace ergonomics:
Involves designing and arranging workspaces, equipment, and tasks to optimize efficiency, comfort, and safety for workers. BEX® certified professionals can apply ergonomic principles to reduce physical strain and stress, prevent injuries and musculoskeletal disorders, and improve employee well-being and productivity.
Workplace safety:
Encompasses the measures and practices implemented to prevent or minimize the risk of accidents, injuries, and illnesses in the workplace. BEX® certified professionals can develop and implement safety policies and procedures, conduct safety audits and assessments, and provide training and education to promote a safe and healthy work environment.
World-class benchmarks:
Refer to the standards and practices used by leading organizations in a particular industry or sector to achieve outstanding performance and competitiveness. BEX® certified professionals can benchmark against world-class organizations to identify best practices, set performance targets, and drive continuous improvement.
World-class performance:
Refers to the achievement of superior levels of performance and competitiveness that surpass industry standards and benchmarks. BEX® certified professionals can help organizations to adopt world-class practices, processes, and strategies to achieve and sustain high levels of performance and competitiveness.
Written communication skills:
Refer to the ability to express ideas, information, and messages effectively and accurately through written communication channels, such as emails, reports, memos, and presentations. BEX® certified professionals can develop and enhance their written communication skills to ensure clarity, precision, and effectiveness in their written communication with colleagues, stakeholders, and customers.
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There are no commonly used terms or concepts in business excellence in this category.
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Yield:
The percentage of usable products obtained from the production process, expressed as a ratio of the total amount produced. BEX certified professionals apply yield measurement to evaluate the efficiency of the production process and identify opportunities for improvement.
Year-end:
The end of the financial year for a company, which usually coincides with the end of the calendar year. BEX certified professionals analyze the performance of the company during the year-end and set targets and objectives for the upcoming year based on the results.
Yellow Belt (a level of Six Sigma training):
A Six Sigma certification level that focuses on basic understanding and application of Six Sigma concepts, tools, and methodologies. BEX certified professionals who have completed the Yellow Belt training can contribute to Six Sigma projects and play a supporting role in improving processes within their organization.
Yield Management:
A pricing strategy used in service-based industries to maximize revenue by varying the price of the product or service depending on demand. BEX certified professionals can apply yield management to optimize revenue and capacity utilization by adjusting prices based on market demand.
Young Professional (a term used for individuals early in their career):
Refers to individuals who are at the beginning of their career and have recently graduated or entered the workforce. BEX certified professionals can support young professionals by providing mentorship, training, and development opportunities to help them develop their skills and advance in their careers.
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Zero Defects:
Refers to a quality management approach that aims to eliminate defects and errors in products, processes, and services by preventing them from occurring in the first place. BEX® certified professionals can apply Zero Defects principles and tools to improve process control, reduce variability, and enhance customer satisfaction and loyalty.
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