The SMB STAR ICON Performance Excellence Recognitions – 2015
Objective:

Recognizing and motivating SMBs to graduate to
Excellence

Feedback on the “Way Forward” with an Action plan
Recognition Levels:
Star Icon Recognitions for companies scoring 500 and above
Certificates for “Significant Progress in Performance Excellence
(400-499 Points)
Certificates for “Commitment towards Performance Excellence
(300-399 Points)
Certificates for “Adoption of Performance Excellence (Below 300
Points)
Recognitions will be given on the Nov 5 th 2015 on the Awards nite
at Bangalore on the sidelines of the Quality Summit, CII-IQs
flagship event.
Process:

Submit the Filled in Application along with Fee to CII-IQ BE Secretariate between 01 July
2015 - 31 August 2015 (Details: Contact n.deep@cii.in 98453 53135)

CII –IQ BE Secretariate will assign an experienced assessor for carrying out the
Assessment and communicate to the applicant within two weeks from the date of receipt of
application.
o
Applicant to make a presentation at site covering the overview of the Organisation, History,
Products / Services , Customers, Employee strength, Technologies, Production/ Servicep
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Processes along with results in the areas as under. It is preferred that the data is given
as a trend for the last 3 years for the below mentioned areas.
List of Parameters with the Associated Processes that will be site visited as a part of the
Process walk through and data verification are as under.
* Kindly note that while most parameters are common for Manufacturing and Service
Industries, a few service Industry related terminologies have been given in Italics.
*While the parameters listed may not be exhaustive, it may be noted that these are generic in
nature. In case of any Industry / Sector using a different metric, they can communicate the
same to the Assessment team. Also, the indicators listed are minimal. Organizations are free
to showcase all relevant parameters beyond the listed minimum.
o Customer Orientation (250 Points) Process Walk through and result verification on
the following parameters
Delivery Adherence / Service Delivery Level Adherence (SLA), Customer Feedback (may
include perceptions), Customer Complaints/ Service Request (PPM/ Nos) , resolution time
/ TAT (Turnaround time), Repeat complaints etc , Warranty rates, Warranty cost , Quality
Rating by customer , Number of customers added, lost , Percentage Business share with
Customers, , Delivery rating from major customers, Customer line stoppages / Service
disruptions, Premium freight / Downtime , Awards / Recognitions etc
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o People performance: (250 Points) Process Walk through and result verification on
the following parameters

Perceptions of employees on (both Informal and formal tools such as surveys ) major HR
Processes, Skills available Vs requirement, External Awards & Recognitions, Training
Data, safety data, no of Suggestions/Kaizens/ Improvements. Improvement Projects, No of
QC Circle projects / Improvement teams, Absenteeism, Attrition, Internal
Reward &
Recognitions (Team and Individual), etc
o Operations Performance (250 Points) Process Walk through and result verification
on the following parameters

For Mfg: Production (Volume of products), Productivity, Overall equipment effectiveness
(OEE), Defect Rates, MTBF, MTTR, Space Utilization,
Inventory turns, Incoming, In
process and Final Inspection Defect Rates, Inventory levels etc. EMS & QMS Parameters,
Feedback from Society, details of societal engagement if any
For Service: Operational Parameters relevant to your sectors (For example: Hotel :
Average Occupancy Rate, Average time to check in, check out etc. Defect Rate, Resource
Utilization, EMS & QMS Parameters, Feedback from Society, details of societal
engagement if any

IT/ ITES: Process Automation, Optimization, Productivity/Efficiency measures can be
[presented other than the above generic parameters
Applicants can present relevant parameters depending on their Sector
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o Business Performance (250 Points)

Turnover (Revenues), profit/Margin, Profitability ratios, Cost reduction, Operations Cost
etc, Budgetary performance, Major Project performance on Cost & Time, Investments,
Number of patents / IP if any etc
Assessment Duration:
One Full Man-day at the Organisation through Interactions, Process Walk through and Data
verification with visits to different functions.
Scoring Template
Criterion
Max score
Customer Results and
associated processes
250
People Results and associated
processes
250
Operation Results and
associated processes
250
Business Results and associated
processes
250
GRAND TOTAL
1000
Score Awarded
** Assessed on a 1000 point Rating
Assessment Feedback:
o Feedback Presentation covering Key Strengths and Key Opportunities for Improvement (A
copy will be provided after the session)
o
A focused Action Plan for the Organisation to address the Key areas
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Post Assessment Support:
o CII Supports the Organisation on Implementation of the Action plan for scaling further
heights in the Excellence Journey. This service can be availed through mutually agreed
terms and conditions between Organisation and CII.
Fee:
Assessment fee based on the Annual Sales/Revenue (Rs)
o 50-100 Cr : 25,000/- plus service tax, cess and applicable taxes
o Below 50 Cr: 15000/- plus service tax, cess and applicable taxes
Payment can be made through NEFT/ RTGS, for which necessary details will be
provided by CII on request. Alternatively, Cheques / Drafts can also be made in favour of “CII
Institute of Quality”, payable at Bangalore,
Other Terms & Conditions:
o Applicant to bear the cost of economy Air travel ( e mail e tickets) along with arranging the
Assessor accommodation in a 4 star hotel / equivalent guest house if applicable.
Outstation local travel if any incurred, to be reimbursed to the Assessor directly. All bills
including boarding and lodging to be settled directly by the Applicant. Local travel
arrangement by the Applicant.
Registrations and Queries
Details: Pl contact
k.r.shivakumar@cii.in 9980565367
krishnan.pm@cii.in 9632661888
n.deep@cii.in 98453 53135 / sudarsan@cii.in 9972711066
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