1

MG311 Tutorial - Quality Award

1. At the FNTC sponsored 8th National Convention on Quality (1999), a powerful panel,
comprising an expert from the private sector, one from academia and two from prominent
training institutions, were posed with the following questions:
 Why has not the quality/productivity efforts in Fiji been embraced to the extent seen in
some of the Asian countries?
 What are some ways in which this challenge could be faced in the new millennium?

List and discuss some of the issues that come to mind in addressing each of the two questions
posed above.

- I think because Fiji is still developing as a country and is not as advanced as other
countries especially Asian countries like japan and Korea.
- We’re still learning to improve
- Fiji can adopt the practices of other successful countries into its work-force

2. Why do countries have quality awards?

- To improve quality and productivity while obtaining a competitive edge
- To recognize the achievement of those companies that improves that quality of their goods and
services

3. What are the merits and demerits for organizations participating in the Fiji Business
Excellence Award?

Merits
• Raises the profile of the firm, recognition for excellence
• Generates pride among employees
• Raises national consciousness
• Facilitates sharing of good practices
• Great feedback from peer reviewers
• Opportunity to self-study when preparing application

Demerits
- Very expensive
- Lots of effort to prepare the application
- May lose focus to business
- Beware of FORMALISM

4. What is the role of culture in adopting the Baldrige framework to a particular country?

5. What are some of impacts that the Baldrige program has provided, both in the United States
and around the world?
- Changed the way many organizations around the world now manage their operations
 2

- Improved results for all stakeholders

- Spawned a network of local, state, and national award programs around the world

Case—In Pursuit of Brilliance

Parts of the speech by the Vice President of Fiji, Ratu Joni Madraiwiwi at the Training and
Productivity Authority of Fiji’s Fiji Business Excellence Awards presentation.

I am honored to be present here this evening to represent His Excellency the President, Ratu
Josefa Iloilovatu Uluivuda at the Fiji Business Excellence Awards night.

The nature of the event is self-explanatory.

It promotes and encourages excellence on the basis of accepted criteria.

The objective is to raise the quality of our performance and productivity, to improve the standard
of living of our nation.

In times of uncertainty, we persevere with the familiar.

The need to promote these standards does not recede just because other concerns of the moment
preoccupy us.

On the contrary, we must redouble our commitment in that regard because of the fragile state of
our economy.

We compete in a globalised trading environment.

What we have to offer will only be purchased if it can satisfy demand as well as quality criteria.

These awards serve to emphasize the imperative to perform and produce at optimum levels.

There is a popular Australian saying “that near enough is good enough”.

I wish to disabuse all present of the truth of the phrase.

Anything less than the best is unacceptable

Our involvement and participation in any enterprise, whether in government or the private sector,
should always demand from us everything we have.

It is not only about us, it is about our country and the part we each can play in making it a better
place in which to live.
 3

Those of you who are in positions of authority or leadership have a special responsibility.

To set example as role models which can motivate and inspire those you lead.

That must surely be the most important purpose of these awards tonight.

Theses badges or symbols of excellence are given in the context of the 1995 and 2005
Productivity Charters.

They set the broad environment and understandings which underpin the philosophy of the
productivity movement in Fiji.

The key to this challenge as I see it is the partnership and engagement of the Government, the
private sector, the unions and civil society.

While there are necessarily tensions in the process, in the light of deferring perspective, this
ought not to preclude dialogue and communication at all times.

In the end, we must surely be all committed to that which will take our country forward.

The role of the Trade and Productivity Authority of Fiji as the national productivity organisatrion
is central, because it co-ordinates the initiatives and implementations thereof .

However, the effectiveness and success of the Authority is dependant in part on the co-operation
and support given to it by those who benefit from its services.

Unless the enhancement, improvement and upgrading of skills are deployed to the best possible
effect, the good the authority is able to do is reduced.

Increasing productivity is certainly the reason d’etre of the authority, but it is also a shared
responsibility.

We all have a part to play because we all contribute in different ways to building this nation.

Recent statistics have shown a disturbing trend.

Not only have exports fallen over the last three years but figures for productivity have not been
flattering. That is cause for concern.

The country simply cannot afford to import at current levels without there being serious
consequences for our balance of trade figures. The issues of productivity is not an end in itself.

It is intricately connected with other social, economic and political issues. The capacity and
ability of the Authority and related entities in the field to perform their responsibilities depends
on the resources available.
 4

This and other incentives and measures may well have been affected by the proportion of
government expenditure devoted to salaries and wages.

This has increased steadily over the years to alarming levels at a cost to infrastructure, health
services, social welfare and fiscal incentives.
Please forgive me. I know there is enough doom and gloom around without my having to add to
it.

There is little doubt about the potential and abilities of our people. A glance at some of the past
awardees is revealing. South Pacific Distillers Limited has won gold medal for its Bounty Rum.
Vodafone (Fiji) Limited is held high—regarded in the Vodafone family stable worldwide for the
quality of its management.

Douglas Pharmaceutical Fiji Limited has recently broken some exciting new ground with their
research. Ocean Soaps Limited has won international recognition abroad for their products.

We have it within us to attempt and achieve great things. Let us always remember that and take
heart from it when some would put us down.

What purpose do these awards serve? It is to recognize and acclaim parties for their performance
throughout the year.

In acknowledging them, we hold them up among their peers and the wider community as worthy
examples to be emulated.

It provides inspiration and encouragement to others. In my own community, there is a very

destructive attitude to people who are successful.

They are often regarded with envy, and some exult if these role models should fall.

I much prefer the sentiments of other communities. Those who achieve are saluted and those
who look up to them seek to emulate them, rather than tear them down.

That is a far more positive approach and is reflected in the philosophy of these awards as well.
The ultimate success of this event will be measured in the extent to which one is able to inculcate
the principles which provide the basis of the awards.

They are not only about competing for recognition and acclaim.

They are also about promoting a culture of excellence in both the private sector and the
Government. To that end, I am gratified to see that a number of government entities have
featured as exemplars of quality management.

The departure for greener pastures of so many of our professionals, technicians and trades people
has in recent years engendered an accommodating attitude towards mediocrity.
 5

That is simply not acceptable. Just because we are a developing country, does not mean that we
should be satisfied with anything less than the best. We ought to perform as we expect to be
treated. It is not about arrogance or pride. It is about self respect.

What is significant about these awards is that they are not one-dimensional. They measure a
range of criteria that relate to the entity in its entirety. This makes for a more balanced and fair
result. Success is not only measured by the figures on the balance sheet although that is of course
fundamental. As entities grow, other factors also need to be considered.

These include objectives, execution of strategies, relating to character, enhancing process,

utilizing human resources, innovation and adaptation, improving systems, applying knowledge
and allowance for variability.

What is of course basic to all this is that those who lead and make the decision do so by example.

Excellence is not a destination. One does not stop when it is reached. It is in fact a never ending
journey on which you are constantly seeking the highest peaks to climb. Once scaled, there is yet
another to attempt.

There is simply no time to rest on one’s laurels, because that is incompatible with the pursuit of
excellence.

I know many of us are afraid of excellence and take refuge in mediocre. Because we fear, we
may not measure up to the standards we (and others) set for ourselves.

That is the mindset of the timid. Franklin Delano Roosevelt, President of the USA during the
Great Depression and World War II, once said “we have nothing to fear, but feel itself”

We should dare to be bold and strive for the best. If we fail in the first attempt, so be it. We try
again, and again and again. That is what the pursuit of excellence entails.

To those who will be receiving awards, my good wishes. To those who competed, thank you for
participating and contributing to building a culture of excellence.

Source: The Fiji Times, Friday, 1 December 2006, p. 44-45

Questions
(a) The objective of the FBEA is to raise the quality of our performance, productivity, and
improve the standard of living of our nation. How?
By awarding those companies who have who have excelled and to keep excelling in achieving
excellence

(b) The Vice President states that the key to this challenge is the partnership and engagement of
the Government, the private sector, the unions and civil society. Why?
Sometimes these entities are always at war with each other and cannot seem to work
collaboratively. There is always a tension amongst them.
 6

(c) The Fiji Business Excellence Award is undoubtedly achieving its national competitive goal of
contributing to leadership in quality in Fiji. Discuss how such contribution to leadership could be
achieved.
It encourages other businesses to improve for excellence

(d) According to the Vice President, the significant aspect about these awards is that they are not
one-dimensional. They measure a range of criteria that relate to the entity in its entirety. This
makes for a more balanced and fair result. How?
By doing that, it is not focused on one area of the business because as we all know that a
company has a lot of sections and departments, to be able to truly measure if a business is worthy
of an award, you need to consider all areas of the business.

(e) Success is not only measured by the figures on the balance sheet although that is of course
fundamental. Why?
Although that is important, it is also important to note that other areas of the business is to be
managed properly, because if those areas are not managed well; then it doesn’t bring in the
money.

Multiple Choice Questions

1. What are the benefit(s) of a quality award:

a. facilitates sharing of good practices
b. generates pride among employees
c. raises the profile of a firm
d. presents an opportunity to self-study when preparing an application for the award
e. all the above
f.
2. The Malcolm Baldrige:
a. offers US organizations a highly developed and validated means to systematically
evaluate quality management program
b. helps all Japanese companies to evaluate quality in USA
c. is the national quality award in Japan
d. all the above
e. none of the above

3. The main focus of the Malcolm Baldrige Award is to:

a. increase the competitiveness of US companies
b. to lower the price of US manufactured goods
c. to increase sales volume of US manufactured products
d. to increase profit levels of US firms
e. none of the above

4. From which country has the Fiji quality awards framework been franchised:
a. Australia
 7

b. USA
c. Japan
d. England
e. None of the above