Continuous Improvement & Benchmarking

Benchmarking Model Matrix – Best Fit Tool
Benchmarking model Provides Performance indicators only Provides In depth understanding of processes Provides Complex problem solving – policy development 1 Provides Quick – short duration – around two weeks 4

Facilitated spoke model – has central facilitator calling for information and then distributes information back to the partners Facilitated network model – has a central facilitator; partners work together and meet to compare performance and processes Network model – no facilitator is involved and partners communicate directly with each other Sole operator model – using an arranged site meeting or visit to observe the process and seek information from the host partner Sole operator model – using an unannounced visit to observe the process from the public’s point of view Sole operator model – using a customer role play to see how the process operates from the perspective of the customer Sole operator model – using public research, such as internet pages, price lists, promotion materials to acquire publicly available information without the need to physically visit the partner Sole operator model – using a telephone interview to seek a range of information on the spot

5

2

5

4

4

1

3

2

2

2

2

4

4

4

1

3

1

5

2

3

1

5

2

2

1

4

3

3

2

5

127129806.doc

Created: 22-Dec-04

Revised: 14-Mar-05

© 2004 ADB Institute

1 of 2

Continuous Improvement & Benchmarking
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.

127129806.doc

Created: 22-Dec-04

Revised: 14-Mar-05

© 2004 ADB Institute

2 of 2

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