Activity #4 Template…/p.

1
Step 1. Identify what is to be benchmarked
1a. Brainstorm a list Possible Process/Problem Areas
of possible 1. Retrieval of Resolutions and Ordinances
process/problem
2.
areas
3.
etc.

1b. Select a Selection Criteria

process/problem
area (based on a
1. Available computer-based system where all legislative
set of criteria) data and records are being inputed.
using Matrix 2.
Diagram
3.
etc.
Selected Process/ Legislative Records Tracking
Problem Area

Training Course on Best Practice Benchmarking for the Public Sector

 Activity #4 Template…/p.2
Step 1. Identify what is to be benchmarked
1c. Determine Specific Items to be
specific items to Performance Metrics
Benchmarked (Scope)
be benchmarked
(scoping). Show 1. Clients feedback
flowchart 2. Complaints received
3.
1d. Determine the
performance etc.
indicators or
metrics

Reason for the study Easy retrieval of

legislative records
Subject of the study Approved Resolutions
1e. Summarize the and Ordinances
Training Course on Best Practice Benchmarking for the Public Sector
purpose of the
 Activity #4 - Template…/p.1
Step 1. Identify what is to be benchmarked
Example: SME Benchmarking Group
1a. Brainstorm a list of
possible process/
problem areas
Possible Process/Problem Areas
1. Innovation
2. Training Effectiveness
3. Balanced Score Card
4. Handling Customer Feedback

5. Development of Organizational Culture

1b. Select a Selection Criteria

process/problem 1. Impact of the business process on org’s goals and strategies
area (based on a
set of criteria) using 2. Impact of business process upon external customers
Matrix Diagram 3. Need to improve business process
4. High % costs/resources caused by the business process
5. Extent to which the business process supports high priority CSFs

Selected Process/
Handling Customer Feedback
Problem Area

Training Course on Best Practice Benchmarking for the Public Sector

 Activity #4 - Template…/p.2
Step 1. Identify what is to be benchmarked
Example: SME Benchmarking Group
1c. Determine Specific Items to be Benchmarked
specific items (Scope) Performance Metrics
to be
Process Steps
benchmarked
(scoping). 1. Receive customer feedback
Show 2. Register, acknowledge & route No. of complaints
flowchart complaint/feedback
3. Evaluate Resolution Rate
1d. Determine the
4. Undertake either:
performance Resolution Time
• Quick Fix
indicators or Cost of Complaints
• System Fix
metrics
5. Determine customer
satisfaction

Customer Satisfaction Index

Reason for the study To further improve quality of service delivery

Subject of the study
Training Course on Best Practice Benchmarking for the Public Sector Handling customer feedback