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Identify What to Benchmark - PPT

Identify What to Benchmark - PPT

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Identify What to Benchmark - PPT
Identify What to Benchmark - PPT

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Published by: adbwaterforall on Jan 14, 2013
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04/18/2014

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Identify what to Benchmark

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Benchmark
Continuous Improvement & Benchmarking

Learning objectives

Have the skills to:
   

Appreciate the benefits of Benchmarking Choose topics for Benchmarking Score and rank topics for Benchmarking Document the topics selected for Benchmarking

Benefits Topics Score Rank Document

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Continuous Improvement & Benchmarking Module: Identify what to Benchmark

Benefits of Benchmarking
 

 

See better ways of performing the service or process See well defined performance measures and their actual performance levels Find a ready solution to a root cause See the application of higher service standards
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Continuous Improvement & Benchmarking Module: Identify what to Benchmark

Topics for Benchmarking – the sources
Root cause analysis and possible solutions

Staff interviews

Process maps

Community consultation

Photographs of the process

Topics for Benchmarking

Customer survey

Performance measures

4

Continuous Improvement & Benchmarking Module: Identify what to Benchmark

Topics for Benchmarking
     

The general service process Poor performance in some areas Customer criticisms, complaints, demands Community criticisms, complaints, demands Core problems or their root causes Alternative solution strategies being contemplated
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Continuous Improvement & Benchmarking Module: Identify what to Benchmark

Why we need to rank topics
   

Benchmarking partners have limited time We have limited resources and time Some topics more important than others We already know the solutions for some topics

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Continuous Improvement & Benchmarking Module: Identify what to Benchmark

Ranking criteria

The topic:
   

Can be clearly defined and articulated Affects most of our customers or our costs Not confidential or commercially sensitive Small scope – dealt with inside 2 weeks

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Continuous Improvement & Benchmarking Module: Identify what to Benchmark

Use the “Topic selection for Benchmarking worksheet”
Topic selection for Benchmarking worksheet
Team: Date:
Can be clearly defined and articulated 5-1 Is significant and affects the majority of customers or our costs 5-1 Not highly confidential or not of a commercially sensitive nature 5-1

Page:
Small scope and can be dealt with inside a few weeks 5-1. Aggregate score

Topic: process/ poor performance/ problem
1 2 3 4 5 6 7 8 9 10 11

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Continuous Improvement & Benchmarking Module: Identify what to Benchmark

Select the topics for Benchmarking
    

Score each topic (score range 5 –1) Sum their scores Rank the topics according to their aggregate scores Review top ten topics and check for synergy and completeness Reduce the list to a manageable size
 

(2 weeks work) Benchmarking partners can cope
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Use Excel spreadsheet to do sorting

Continuous Improvement & Benchmarking Module: Identify what to Benchmark

List chosen topics with their Benchmarking Objective

Topic

Why Benchmark this topic ? What do you want to find out ? What answers are you seeking ?

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Continuous Improvement & Benchmarking Module: Identify what to Benchmark

Disclaimer

The views expressed in this Toolkit are the views of the authors and do not necessarily reflect the views or policies of the Asian Development Bank (ADB) or Asian Development Bank Institute (ADBI), or their Board of Directors, or the governments they represent. ADB and ADBI do not guarantee the accuracy of the data included in this CD-ROM and accepts no responsibility for any consequences of their use. Terminology used may not necessarily be consistent with ADB official terms.

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Continuous Improvement & Benchmarking Module: Identify what to Benchmark

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