Dr. Oussama Ziadé started the presentation with case studies from around the
world. The case studies showed disheartening statistics of failure in
He defined Business Excellence as the ability of an organization to provide
the maximum balanced value to all its stakeholders. Dr. Ziadé presented the big
picture of an organization’s stakeholders and introduced the nine management’s
disciplines to address the concerns of different stakeholders. He emphasized an
integrated framework of these nine disciplines based on precise and well defined
ontologies (meta models) as published by standard bodies.
He presented the levels of knowledge-sharing from socialization,
externalization, formalization, to integrated-formalization and argued that the
highest level is where the nine disciplines should be rooted; especially
considering that the world is almost at that point.
Many of the leading conglomerate organizations come together to define the
meta models for the majority of these disciplines through standard bodies.
Afterwards, he introduced the full cycle of a disciplines: creation,
communication, execution, assessing and learning to evolution. Dr. Ziadé
presented the maturity model as a progressive way to acquire these nine
The integrated nine disciplines, the discipline’s full cycle, and the
maturity model are the three legs to start the journey of business excellence.
In the second part of the seminar, he went through a real case study in which a
government agency in the MENA region applied business excellence to discover new
services, reduce process cycle time resulting in five-fold increase of revenue
in two years and increased customer satisfaction.