Case Study Bayside City Council - External Assessment


  • Working with the Australian Business Excellence Framework since 2009
  • Ensuring improvement over time to lift our performance and results and be able to demonstrate this
  • Continuing to create and build an environment for continuous improvement
  • Ensuring that our community receives the best possible outcomes
  • A great opportunity to see how our commitment to improvement has lifted our capabilities and to ensure that we manage our business well, engage our people and meet the needs of our community
  • Looking for improvement opportunities so we can continue to “Make Bayside a better Place”
  • Informing future planning and decision making
  • An opportunity to further engage staff in improvements
  • Taking the time to reflect on some of the key initiatives that have supported our improved performance  and learn from our journey so far


  • Conduct an External Assessment to gain an objective, whole of organisation perspective on our performance and how we are integrating Business Excellence and the organisation learning cycle (ADRI) at Bayside

Benefits Achieved:   

  • Provides a framework for capturing and consideration innovation
  • Focuses on improvement and long term success
  • Helps us achieve our organisational goals
  • Helps us to ensure we don’t operate in silos
  • Ensure we focus on improving all of the processes within our organisation
  • Assesses performance levels against a holistic model (The Framework) and develops a road map for future improvement
  • Provides a benchmark to measure our performance over time
  • Provides an opportunity for our organisation to reflect on and celebrate our improvements and achievements
  • An opportunity for our people to shape the way forward for Bayside City Council
  • The commitment to improvement has lifted our capabilities at all levels


  • The approach to the Assessment was a true partnership (taking into consideration our needs and providing advice on the best approach)
  • The Executive Team felt supported and comfortable with the approach
  • The Assessment was very well received in the organisation
  • Excellent Outcomes provided us with timely information and updates
  • Excellent Outcomes have significant experience and this enabled a strong data collection and analysis skill and effective workshop questioning and conversations with our people
  • The report was relevant (particularly given Excellent Outcomes’ strong local government experience) and the support received to consider the recommendations and an approach moving forward was above expectations