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Research best_practice providers Guide

Research best_practice providers Guide

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Published by adbwaterforall
Research best_practice providers Guide
Research best_practice providers Guide

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Published by: adbwaterforall on Feb 01, 2013
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Continuous Improvement & Benchmarking
Research best practice providers - Guide
The reason why we research best practice providers is to develop a potential list of Benchmarking partners to whom we may approach later to participate in aBenchmarking study.This task commences with a list of Benchmarking issues that have been identified,together with their Benchmarking objective.We are now at a point where we need to explore possible best practice providers of similar services or “issues” so that we can select a small number to work with in theBenchmarking study.
What is “best practice”?
Best practice may be characterized as follows:
The customer is always delighted with the service outputs;
The service always achieves is objective or planned outcome;
The service is fast, reliable, and fault free;
The service operates for the least cost;
The service is accessible to every person in the community;
The price charged for the service is affordable to all customers;
The service uses modern and contemporary technology and facilities to keepcosts low and delight the customer; and
There are very few customer complaintsClearly it will be rare to find a service provider meeting all of the above characteristics,but there will be many that meet most of these characteristics.
Who delivers best practice?
The organizations that really work hard on best practice are those organizations at risk of failure, and these are generally commercial organizations such as businesses, NGOs,authorities working in a free market and service providers that tender out much of their work. This is not to say that there are not municipalities or government departments thatare not best practice providers, because there are.
127130098.doc Created: 8-Nov-04 Revised: 14-Mar-05 © 2004 ADB Institute1 of 7
Continuous Improvement & Benchmarking
“Best practice” will be apparent to any customer when they participate or receive theservice. We will find best practice operators within:
Mobile telephone providers;
Commercial banks;
Shopping malls
Conference facilities providers;
Electronic consumer product manufactures;
 Automotive manufacturers;
Large hospitals;
Shipping companies; and
Gymnasiums and sporting venues.Where the business operates in a competitive global market place, best practiceoperations will be absolutely necessary to sustain competitiveness and viability.Therefore any business that you see in your own country that operates in the globalmarket place, will likely offer some best practice processes. Any business that has significant employee or public risk, such as the airlines, thedefense forces, food manufacturers, chemical manufacturers, nuclear services andhospitals will also be best practice operators in many of the processes.
Do we need to Benchmark within our industry?
 Absolutely not ! In fact many potential Benchmarking partners may well be outside your industry.For example the organizations that would process payments and issue receipts willinclude just about every business, including hotels, the Tax office, airlines, shops,shipping agents, insurance companies etc. If you were to Benchmark cash receipting asa process, then you have many different options to see how the process operates inother industries.Within a municipality, there will be many services that you will initially believe are unique,such as garden maintenance, electricity supply, road repair, rubbish collection, propertyvaluations and libraries. However upon closer review, you will find many other businesses that operate similar services.The sources of Benchmarking partners is extensive. The sources can be:
Internal – similar operations within the one city, or business;
127130098.doc Created: 8-Nov-04 Revised: 14-Mar-05 © 2004 ADB Institute2 of 7
Continuous Improvement & Benchmarking
External competitive – businesses that are external and are competitive withyou in the subject area that is being Benchmarked, and you may only accessnon-confidential or publicly available information;
External, same industry – businesses that are in the same industry as you butwill not be competitive, and will be willing to share their information with you;
External “Best in class” that offer the same service, may not be in the sameindustry, probably will not be directly competitive, but still may not be willingto divulge internal performance or process information.For example:
Service or processPotential best practice providers that are not in localgovernment
Garden maintenanceZoological gardensGrounds within a resort or holiday facilityGolf coursesGrounds around water reservoirsForestry operators (fire breaks, and fire riskmanagement)Sporting venue operators Airport authorities/ operatorsThe Defense forcesMajor road and freeway operatorsRoad repair (resurfacing,building, repair) Airport authorities/ operatorsToll road operatorsThe Defense forcesRoad maintenance contractorsShopping mall operatorsCar parking operatorsProperty valuationsInsurance companiesInsurance claims assessorsQuantity surveyorsCommercial banksMoney lending operators Any Government agency that has done compulsorily
127130098.doc Created: 8-Nov-04 Revised: 14-Mar-05 © 2004 ADB Institute3 of 7

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