Element – 5 : Health and Safety Management System 4

Monitoring,Review and Audit

Companies should monitor their performance in managing health and safety in the same way that any other aspect of
business in monitored

Purpose for monitoring

Identify substandard Health and Safety Practices, Identify Trends, Compare Actual Performance against targets,
Benchmark, Identify use and effectiveness of control measures, Make decisions on suitable remedial measures, Set
priorities and establish realistic timescales, Assess Compliances with legal requirements, Provide information to board and
committees

Active and Reactive Monitoring

Active Monitoring (Proactive)

Check the health and safety plans have been implemented.
Monitor the extents of compliances with organisations systems/procedures, and with its legislative /technical standards.

Reactive Monitoring
To analyse data relating to accidents, Near misses, Ill health and any other downgrading events
Systematic Inspection of Plant and Premises

• The systematic inspection of plant and premises can identify health and safety conditions, providing an indication
of the effectiveness of controls used to prevent substandard conditions.
• If inspections are done on a timely basis it is possible to limit the harmful effects can arise from sub standard
conditions.
Monitoring

Proactive Reactive

Audit Accident Report

Inspection Near miss Reports
Survey Ill health Reports
Sampling Damage Report
Tour
Benchmarking
Health surveillance
Role of Safety inspections, Sampling, Surveys and Tours
Safety Inspection

Involves the straightforward observation of a workplace and or the activities or equipment within it. It is usually carried out
by a supervisors, employee representative and safety advisor at regular intervals and often aided by the use of a check list.

To identify the health and safety status of what is being inspected and what improvements are needed.

Types of Inspection

General Workplace Inspection

Statutory Inspection
Preventive Maintenance Inspection (Periodic)
Pre use Checks of Equipment's

Factors Governing Frequency and Type of Inspection

Frequency of inspections should be established using the data gathered from various sources (Risk Assessment,
Accident/Near misses and plant break down etc.)

Depends upon factors such as the purpose of the inspection and level of risk within the Organisation.
Statutory Inspections will depend on legislation of the country or requirements of organisation.
Factors Governing Frequency and Type of Inspection

• Compliance with statutory requirements

• Activities undertaken at the workplace and their associated level of risk
• The distribution of the workforce
• The results from previous inspections and audits
• Company’s record of compliance with established standards
• Recommendations from risk assessments
• Accident history and the outcomes of accident investigations
• Enforcement action taken or advice given by the enforcement authority
• The introduction of new equipment, processes or safe systems of work
• Manufacturers’ recommendations
• Requirements from insurance companies
• Consultation with or as a result of complaints from workers

Competence of Inspector

The people who carrying out the inspection will need to be competent and so require
Knowledge of workplace inspections and of the hazards associated with activities
Knowledge of controls in place to prevent hazards
Experience of the process, activity or area
Experience in carrying out inspections
Training in Inspection techniques
Training on checklists
Good communication and writing skills

Use of Checklists
Checklist can be useful aids when information/data is incorporated from plant and machinery.

Inspection Checklists
Housekeeping, Electrical Safety
Provision and use of PPE
Use and storage of Hazardous Substances
Manual Handling, Traffic Routes
Machinery, Internal Transport
Emergency Equipment
Welfare Facilities
Safe Systems of Work
Working Environment

Advantages (Strengths)of using Checklists

Enables prior preparation and planning
Inspection is more structured and systematic
Reduces the chance of important issues being overlooked
Provide immediate record of findings
Ensure a constant approach
Provide easy method for comparison and audit

Disadvantages (Weaknesses)of using Checklists

Over reliance on checklists may result in a blinkered approach by inspectors
Checklist may not be reviewed or updated to account for changes
Untrained person might attempt to conduct inspections
Inspection procedure may subject to human error

Allocation of Responsibilities and Priorities for action

Identify the person who is responsible to implement the corrective action.

Priorities for Action

High Risk: Likely to cause Major loss - Complete within 24 hours
Medium Risk: Serious loss - 7 days (1 month)
Low Risk: Minor loss- 30 days (3 Month)
Effective Report Writing
Style: Clear and Concise wording, do not use ambiguous words and use plain language where possible.
Structure: Simple structure, simple heading easy to read and understand.
Emphasis: Prioritised to any weakness found, clear recommendations (high, med and low)
Persuasiveness: Highlight any potential changes and indicate any benefits, do not go into great detail with correct action
plan. Use of plain language is preferred.
i.e. Introduction, Summary, Main body of report, Conclusion and Recommendations.

A report of a workplace inspection should include the following:

Title
Introduction
Summary of findings
Good and bad practices
Priority of corrective actions
Breaches of legislation
Cost implications
Conclusion
Recommendations
Persons conducting the inspection
Photographs

Factors should be considered When planning a safety Inspection of the workplace

The reason for the Inspection, The location or area
Date, time and duration, Members
Type, i.e. announced or unannounced
Method – checklist or observation
Results of previous inspection
Remedial action and timescales
Company rules and standards

Major Problem areas in Safety Inspection

It is only a snapshot in time
Some hazards are not visible
Some hazards may not present
Unsafe practices may not happen during inspection

Proactive (Active ) Monitoring

Audit: A thorough, critical examination of an organisations safety management systems and procedures.

Auditing Procedure

(i) Setting objective of the audit

(ii) Selecting Audit Team
(iii) Contact the organisation being audited
(iv) Undertaking the audit
(v) Conclusions
(vi) Providing Report
(vii) Action by Organisation

Written information that is likely to be examined during a health and safety audit
A copy of the company Health and Safety Policy
Details of written safe systems of work
Safety Committee minutes
Accident statistics
Investigation reports
Planned inspection reports
The First-Aid book
Records of maintenance
A register of hazardous substances
Training records
Internal Audit: Advantage
Easier to arrange
Incurring Minimal Cost
Employees may not feel threatened

Disadvantage
Could be influenced by internal relationship and pressure
Conclusions may not take seriously
Auditor may make assumptions

External Audit: Advantage

Auditor is independent
Auditor will not make assumptions
Importance given to conclusions

Disadvantage
More time to Organise
More Expensive
Employees may feel threatened

Action to be taken after the Audit

The audit findings should be submitted to the senior management of the organisation. such as they have the authority both
to require appropriate action to be taken and to authorise the resources that might be necessary.

To enable management to demonstrate leadership and commitment from the top.

To enable management to give praise or reward where this has been earned but also to take disciplinary action against
workers incases where this is thought to be necessary.

To consider and reset their goals and objectives for the future and to comply with their personal responsibilities either under
legislation or under international standards and best practice.

Safety Survey: It focus on a particular activities normally carried out by specialist persons (Fire protection, Manual Handling)

Safety Tour: Unscheduled examination of work area, carried out by a range of personnel from works Managers to Safety
Committee members to ensure that standards of House keeping are at an acceptable level, obvious hazards are removed
and in general that safety standards are observed.

Safety Sampling: A random sampling exercise observing health and safety conditions and practices .

Benchmarking: Comparing the performance, learning from others , comparing own organisations strength and weakness
and acting on the lessons learned.

Health Surveillance: By carrying out health surveillance the employer will be able to detect problems at early stages.

Role And Function of Investigation of Accidents

Why Investigate?

Humane , Legal, Economical

Role of Investigation

Establish What Happened

Identify Measures to Prevent Recurrence
Establish legal and or/ worker compensation liability
Data gathering
Identification of Trends
Determine the causes of what happened, including root cause

Role And Function of Investigation of Accidents

Function of Investigation
Demonstrate management commitment
Determine cause & prevent recurrence
Identify weakness in management system
Identify weakness in risk assessment
Comply with legal requirements
Collect data to establish trends
Prevent future business losses
Provide information in case of legal action
Provide information to insurance companies & general public

Basic Incident Investigation Procedure

The ILO Code of practice for Recording and Notifying of occupational Accidents and Diseases (COP- RNOAD).

Approach to Investigation
Gather the Information: Where, When and Who
Analyze the information: What Happened and Why
Identify risk control measures: Possible solutions
Action Plan and Implementation: Which risk control measure to be implemented in the short and long term

Preparing for Investigation

Determine the who should be involved in accident investigation.

A senior manager from another department, act as independent chairman.
A health and safety practitioner to advice on specific health and safety issues.
An engineer or technical expert to provide any technical information required.
A manager from the department where the accident occurred, whose responsibilities would include ensuring the
recommendations of the investigation team were actioned.
A local manager or supervisor with detailed knowledge of the site of accident and of the systems of work in place.
A worker safety representative who apart from having the statutory right to be involved if trade union appointed, could
represent the injured worker and his co workers.

Preparing for Investigation

Ensure that the accident scene remains undisturbed insofar as it is reasonable and safe to do so.
collect all relevant existing documents such as previous accident reports, maintenance records, risk assessments etc.
Identify the witnesses, who will need to be interviews during the investigation.
Check that legal reporting requirements have been met
Ascertain the equipment's that will be needed (measuring tape, camera)
Determine the style and depth of investigation.

Training for the reporting of accidents/incidents

The importance of reporting accidents and incidents for legal, investigative and monitoring reasons.
The type of event that the organisation requires to be reported.
The line of reporting
How to complete internal documents and forms
How to report external organisations, where appropriate

Scope and Depth of Investigation

The depth of investigation should depend on the severity of actual or potential loss, whichever is the grater.

Investigation Guidelines
Anyone wishing to assist the injured party must take care.
Investigation must begin as soon as possible after the accident
Keep the objective clearly in mind ( Identify the causes and remedial action not to blame any one)
Witness should be interviewed one at a time
Ask open questions
Avoid making early assumptions
Approach the witness without bias
Make notes of interview, not relaying on memory
Summery of Action to be taken:(Immediate & future action after accident)
• Isolate the scene and make the area safe
• First aid to the victim
• Calling medical assistance, if required
• Implement or initiate emergency plan
• Informing the next of kin
• Report to relevant legal authority
• Identify witness
• Set up investigation team
• Detailed investigation to find causes
• Making recommendation
• Implement corrective actions

Interviews, Plans, Photographs, relevant records and checklists

The ILO Code of practice requires, The employer should investigate all reported occupational accidents, occupational
diseases, dangerous occurrences and incidents.

Interviews
Recording the details (Name of the interviewers, interviewee and anyone accompanying interviewees, place date, time of
interview and any significant comment or action during interview)
Conducting the interview in private without any disturbance
Interviewing one person at a time
Protecting the reputation of the people interviewed
Setting a casual, informal tone during the interview to put the individual at ease.
Summarising your understanding of the matter
Expressing appreciation for the witnesses information
Translating conclusions into effective action

Interviews, Plans, Photographs, relevant records and checklists

Plans

The use of sketch plan by investigator can assist in demining the root causes of the event. Plans can be used to provide a
clear indication of accident scene including position of any injured person, witness, plant and equipment.

Photographs
Take the photographs to preserve the images of accident scenes or resulting injuries.

Relevant Records
Opinions, Observations, Measurements, Check sheets, work permits, Risk Assessments, Method statements and Training
Records.

Interviews, Plans, Photographs, relevant records and checklists

Checklist
Common structure of report tends to determine:
What Happened - The Loss
How it Happened - The Event
Why it Happened - The Causes
Recommendations - Preventive Action

Immediate Causes and Root Causes

Immediate Causes
Unsafe act by Workers and Unsafe Conditions

Root Cause (Management System Failure)

Lack Of Training
Poor Supervision
Equipment not Maintained
Domino Theory Of Accident Causation
1. Lack of management control
2. Individual & Job factors (Indirect)
3. Immediate Cause (Unsafe Acts & unsafe Conditions)
4. Event (Accident / Near Miss)
5. Injury / Damage (loss)

Direct causes / immediate causes

The driver of a forklift has been seriously injured after the truck has overturned

Cornering too fast

Hitting Obstruction
Driving on uneven ground
Moving with load elevated
Driving with unstable load
Driving with excessive load
Colliding with another vehicle
Driving under the influence of alcohol or drugs
Poorly maintained truck or road
Poor lighting

Root / Underlying causes:

The driver of a forklift has been seriously injured after the truck has overturned

No or Inadequate risk assessment

No safe system of work
No defect reporting Systems
Lack of daily inspection
Lack of maintenance of vehicle
Lack of maintenance of workplace
Lack of Supervision
Unfamiliarity with workplace
High work load
Poor vehicle selection
Inadequate driver training

Reporting
Reporting/Informing a death at work following an accident should include

Next of Kin
The Senior Manager
Health and Safety Specialist
Enforcing Authority
Employee Representatives
Other Employees
Insurance Company

Recording and Reporting Incidents

Internal Systems for collecting analysing and communicating data

Collecting the Data (Report Form Type)

Initial Record of Accident (Accident book)
First Aid Treatment Reports
Medical Treatment Reports
Sickness / Absence Records
Accident Report
Near Miss / Dangerous Occurrence Reports
Maintenance / Repair Report
Insurance Report

Reporting Routes
Person Receiving Harm, Person Causing Harm, Person Discovering Harm
Recording and Reporting Incidents
Analysing and communicating data
Reports from first line managers may be copied to the next line manager, safety professional, employee representatives.

Organisational Requirements for Recording and Reporting Incidents

Recording and Notifying of Occupational accident and Disease) (ILO Code of Practice – RNOAD)

Reporting: Procedure specified by the employer in accordance with national laws and regulations, and in accordance with
the practice at the enterprise, for the submission by workers to their immediate supervisor, the competent person, or any
other specified person or body, of information on

(a) Any occupational accident or injury to health which arises in the course of or inconnection with work;
(b) Suspected cases of occupational diseases;
(c) Dangerous occurrences and near misses.

Typical Examples of Major Injuries, Diseases, and Dangerous Occurrences

Major Injury: ILO Code of practice for RNOAD does not specify types of major injury resulting from accidents that should be
reported. It is left to national legislations.

Diseases: (Caused by Agents) (Diseases by Target Organ Systems)

Caused by Physical Agents Respiratory Diseases
Chemical Agents Skin Diseases
Biological Agents Musculoskeletal Disorder
And
Occupational Cancer

Typical Examples of Major Injuries, Diseases, and Dangerous Occurrences

Dangerous Occurrences: Are the events that have the potential to cause death or serious injury and so should be reported.

e.g. Failure of Lifting Equipment

Fire
Collapse of building

Review of Health And Safety Performance

Reviewing health and safety performance is a key part of any heath and safety management system. It should be
conducted on a routine basis by managers.

Reason for Review

Not on Target
Review is an essential part of Management System
Review may be required for accreditation purpose

Issues to be Considered in the Review

Legal Compliances, Accident Data, Findings of Monitoring
Absence or Sickness Data, Audit Report
Consultation, Objectives Met
PRACTICE QUOSTIONS

Q.1). Outline four active monitoring methods that may be used to access the H&S performance of a
company.
Or
An organization should measure their H&S performance.
1. Identify four active monitoring methods.
2. Identify four reactive monitoring methods.

a. Four active monitoring methods:

Active monitoring methods are mean to check the standards in the work place to confirm that the work place is
safe from risk before an incident occurs.

Various methods are:

i) Safety inspections.
These are aimed to identify the unsafe act and unsafe conditions in the work place.

This can be of the following types:

General safety inspection - A regular scheduled safety inspection to identify the hazards in the work
place.

Statutory safety inspection-done by a statutory authority in the work place and a report is sent to the employer on
the hazards.

Periodic inspection- a regular periodic scheduled inspection-eg 3rd party inspection of a lifting equipment.

Pre-use check inspection - Done prior to start of an activity eg. Critical lift.

ii)Safety sampling:

a particular unit like a vessel is sampled by a team of professional to identify the hazards and control
measures.

iii) Safety tour:

This involves a tour of team of employer and the employee around the plant or premises to identify or to
consult the employees to know the hazards and other risks that may affect the operations.

iv) Safety survey:

a particular topic is chosen to study and to understand the hazards .eg. heat stress in the work place.

Part (b) Four reactive monitoring methods:

reactive methods are indications that an accident or an incident has occurred.

It requires complete investigation to provide information on immediate and root causes.

Four reactive methods are:

 Ill health ( diseases due to job)

 Accident
 Incident
 Enforcement action
Q.2) Outline the key features of

a. H&S inspection
b. H&S audit

a) H&S inspection:
The term safety inspection means a regular scheduled activity which compares the site with accepted
standards.

This is aimed at identifying the hazards, to comply with legal requirement, to provide control etc. this also aims at
frequency of inspection checking on legal updates, checking the site and checking the records.

b) H&S audit:

An audit can be defined as per HSG (65) as an audit is a structure process of collecting independent information
on the efficiency , effectiveness of total HSMS and to draw plans for corrective actions.

The safety audit aims at evaluation of HSMS and its compliance against the H&S standards. Audit
normally provides the gaps, observations and corrective actions.

Check documents

Conduct interview

Field visit

Q.3). outline the reasons why an organization should monitor and review (evaluation) its health and
safety performance.(8)

Purpose of monitoring:

1. Identify deficiency on H&S practices: Through monitoring the deficiency of implementation of the H&S
identified.
2. Pro active measure: it helps to identify the potential hazards that would lead to an accident and take
appropriate remedial measures.
3. Actual performance Vs targets: monitoring helps to know why there is a gap between what was
targeted and actual performance. Eg. Zero accident is targeted but the actual performance was few
accidents has happened, monitoring will help to know where the problems for not achieving.
4. Tuning the H&S procedure: Monitoring helps to fine tune the H&S procedures and make it more
effective.
5. To bench mark: it helps to benchmark with different companies or departments within the organization.
6. Make decisions to suitable remedial measures : suitable remedial measures depending up on the
people behavior etc. can be taken up.
7. Set priorities and establish realistic time scale: Helps to set priorities and establish realistic time
scales.
8. Access compliance: Helps to assess the compliance level of the H&S issues pointed out.
9. Provide information to management: monitoring helps to inform the management the H&S
effectiveness in the organization.

Q.4). Explain how the findings of an audit may be used to improve the H&S performance.
After an audit is over, a detailed report will be submitted with correcting actions. These may be
classified as:
a) Major non conformance: This is a breach which requires an action that may result in the failure of HSMS.
Such failures may result in incident or injury. In ISO terms a major NC is enough refuse certification.

b)Minor non-conformance: This is minor issue which is less serious and is unlikely to result in injury. In ISO a
minor NC requires a corrective action.

c) Observation: this is the opinion of the auditor which indicates a gap. Normally this helps in improvement.

The above audit findings are normally presented to the senior management for corrections.
Q.5) Outline why the audit findings should be presented to the senior management of an organization.

There are number of reasons why the audit findings should be submitted to the senior management of
the organization such as they have the authority both to require appropriate action to be taken and to authorize
the resources that might be necessary to enable them to demonstrate leadership and commitment from the top,
to enable them to give prize or reward where this has been earned but also to take disciplinary action against
workers increases where this is thought to be necessary, to enable them to consider and reset their goals and
objectives for the future and to comply with their personal responsibilities either under legislation or under
international standards and best practice.

Q.6) An organization has decided to conduct an internal investigation of an accident in which an

employee was injured following the collapse of storage racking . Giving reasons in each case identify
four people who may be considered useful members of the investigation team.

 A senior management from other department who could act as an independent chairman.
 A health and safety practitioner to advice on specific health and safety issues.
 An engineer or technical expert to provide any technical information required.
 A senior manager from the department where the accident occurred, whose teams where
actioned.
 A local manager or supervisor with detailed knowledge of the site of the accident and of the
system of work in place.
 An employee safety representative who, apart from having the statutory right to be involved if
trade union appointed, could represent the injured worker and his/her co-workers.
 The actual composition of such an accident investigation team would, of course , depend on
such factors as the seriousness of the accident and its complexities.

Q.7). Explain the purpose and benefits of collecting “near-miss” incident data.

 The investigation of “near-miss” incidents and the identification of their underlying causes
might allow preventive actions to be taken before something more serious occurs.
 It also gives the right messages that all failures are taken seriously by the employer and not
just that lead to injury.
 Additionally it is generally accepted that “near-misses” far outnumber injury accidents and can
therefore produce more data from which a greater understanding of the deficiencies in existing
management system can be identified and rectified.

Q.8) Outline the reasons why employers should keep records of cases of occupational ill health amongst
employees.(6)

Record keeping is required for the following reasons:

1. It is a statutory requirement under some circumstances.

2. It is a tool to identify the causes for arriving at the corrective actions.
3. It helps in devising methods to prevent similar incidents in future.
4. It serves as a record for future reference.
5. It helps the new employees to learn the accidents of the past.

Q.9) give two strengths and two weaknesses of using checklist for inspection.

Strength:

 All points are covered.

 It is written record of inspection findings.

Weakness:

 The inspector only deals with the point on the checklist.

 The inspector may ignore other issues in the workplace.
Q.10). A serious accident has occurred in the company. During the investigation it has found that a
safety inspection of a site had taken place before the accident.

Outline the possible reasons which the inspection did not lead to an unsafe situation being corrected.

The possible reasons are

i)The negligence in the implementation of the control measures.

ii) The safety inspection has done by incompetent staff.

The cost in implementing the recommended actions was very high.

iv) The report prepared and submitted was unclear.

v) Safety was not given equal priority.

vi) Assumptions that nothing would occur.

vii) Insufficient arrangements.

viii) Inadequate training.

ix) Management review had not taken place.

x)Communication was not effective.

xi) policy implementation was very weak.

xii)Positive safety culture was not maintained.

xiii)Poor commitment and leadership.

Q.11). Factors on frequency inspection.

 Legal requirement.
 Depends on the activity.
 Level of training and competency.
 Installation of new equipment may require more inspections.
 Level of risk.
 Using young workers.
 Findings from previous inspections.
 Accidents and incidents.
 Safety committee concern.
 Manufacture requirement.

Q.12.) The number of absence due to work related upper limb disorders in an organization is increasing.
Identify the possible sources of information that could be used when investigating this problem.

Sources of information which could be used in investigating the situation described in the
question include risk assessment and job safety analyses where the need for repetitive action has been identified
,accident and ill health reports together with an analysis of records of absenteeism, worker records which would
provide information on age and any reported disability, relevant information from safety committee meetings and
from supervisors particularly of the complaints they have received, the results of surveys, questionnaires and
interviews with workers, and published information such as guidance from the enforcing authority and/or
manufacturers and that available from trade bodies and employers.

 RA
 JSA
 Accdt reports.
 Ill health inspections.
  Absenteeism records
 Safety committee report
 Supervisor report
 Survey reports
 Interview
 Enforcement authority’s guidelines.

Q.13). A health and safety audit of an organization has identified a general lack of compliance with
procedures.

a) Describe the possible reasons for procedures not being followed.

b) Outline the practical measures that could be taken to motivate employees to comply with health and
safety procedures.

Part a)

 Inadequate supervisions and enforcement of the procedures by management.

 A poor attitude towards health and safety generally (as an indication of poor safety culture)
 Issued relating to working conditions that may hinder compliance with procedures(such as
poor workstation design & inattention to ergonomic issues)
 The procedures themselves being unrealistic or unclear.
 Literacy and language issues.
 Peer pressure & other pressures on incentive or unclear.
 A failure by management to consult the workforce and to provide the necessary information &
training.
 The repetitive tedious or complex nature of the tasks being performed.

Part (b).

 A display of commitment on the part of management.

 The provision of a good working environment.
 Joint consultation and the involvement of employees in drawing up & reviewing the
procedures.
 The setting of personal performance targets with due recognition when these are achieved.
 The provision of information and training including tool box talks & the use of posters & notice
boards.
 The introduction of job rotation.
 Finally the talking of disciplinary action in case where there is a deliberate failure to follow laid
down procedures.

Q.14).

(a)Identify two ill health conditions that are reportable under the reporting of injuries ,diseases and
dangerous occurrences regulations 1995.

( b)Ouline reasons why employer should keep records of occupational ill health amongst employees.

Part a)

 Asbestosis
 Occupational dermatitis
 Occupational asthma.
 Tetanus
 Hand-arm vibration syndrome
 Or any other 72 diseases and conditions listed in schedule 3 to RIDDOR 1995.
Part b)

Record keeping is required for the following reasons:

1. It is a statutory requirement under some circumstances.

2. It is a tool to identify the causes for arriving at the corrective actions.
3. It helps in devising methods to prevent similar incidents in future.
4. It serves as a record for future reference.
5. It helps the new employees to learn the accidents of the past.

 Other than for monitoring purposes and importantly to prevent re-occurrences, there are legal reasons
for keeping records of occupational ill health.
 It is a requirement under RIDOR that records of reported diseases are kept for three years.
 They may also be a requirement under the control of substances hazardous to health 9 regulations2002
if the ill health is due to exposure to a hazardous substances requiring health surveillance.
 The information contained in a record may additionally be required if there is a subsequent civil claim or
if the affected employee is able to claim state benefit for the condition.

ii) Q.15) . Define bench marking.

Bench marking is the process of comparing ones business processes and performance to industry
bests or best practices from other industries. Dimensions typically measured are quality time and cost.

Q.16). Benefits of bench marking.( why bench marking?)

Major benefits.

1. Mission and vision statements and customer surveys are used as improvement tools.
2. The tools those are likely to increase in reputation in the future years.

Major elements of bench marking:

 Select subject
 Define the process
 Identify potential partners.
 Identify data sources
 Collect data and select partners.
 Establish process differences.
 Target furniture performance.
 Communicate.
 Adjust goal
 Implement; review and recalibrate.