Continuous Improvement & Benchmarking
Develop the Benchmarking approach - Guide
Different models for Benchmarking
Benchmarking has been performed using a range of different “models” some take a lotmore time and effort than others, and some although very “short and sharp and to thepoint” will still yield valuable information with which you can identify improvementopportunities in your own service.Below are the Benchmarking models and their features.
Facilitated spoke model
Partner Partner Partner Partner Partner Partner Facilitator Lead Partner Partner Partner Partner
The Facilitated spoke model uses a professional facilitator that has experience inBenchmarking. Sometimes this facilitator is a Benchmarking partner but more commonlythe facilitator is a consultant that is engaged by the partners or a lead partner to conductthe Benchmarking program. Generally the process is done by mail, or by the Internet.The facilitator develops a survey and then sends the survey to selected partners; thismay be random or by specific selection. The partner completes the survey instrumentand sends the results back to the facilitator, who then processes the results and formatsconclusions, average performance or highs and lows.The consolidated results are then published in a Benchmarking paper and returned tothe original partners and in some cases to the media and professional bodies.To see more information on this approach search the internet using “internet basedsurveys”. This form of survey is most useful if you want to collect information from a widerange of people. It is suited to a short survey, taking less than 10 minutes to complete,and must have an incentive for the partner to put the time and effort into completing thesurvey instrument. You can expect a response rate of less than 10%.
124055472.doc Created: 8-Nov-04 Revised: 14-Mar-05 © 2004 ADB Institute1 of 11