QM33 – Benchmarking for Best Practices

Getting on the Benchmarking Track

Objectives: The benchmarking improvement technique is process based with emphasis on what is delivered to the customer, and working our way back to improve on the inputs, resources, activities and controls of the process, and thus enhance customer satisfaction.

Benefits: Meeting customer requirements, establishing effective goals and objectives, true measures of productivity, becoming competitive, and industry best practices .

Who Should Attend: Middle and Upper Management

Workshop Content:

Part 1 – Benchmarking Constants
Introduction, Process Mapping, Tools and Techniques, Benchmarking Code of Conduct, Typical Benchmarking Process Steps

Part 2 – Identifying Ourselves – Step Zero
Benchmarking Reference Plane, Vision Statement, Mission Statement, Guiding Principles, Products / Services, Processes, Customers, Management, Leadership, Strategic Planning, Continual Improvement, Compilation

Part 3 – Planning the Benchmarking process
Planning the Benchmarking Workflow Process Map, Planning Workflow Process Map, Benchmarking Candidates, Benchmarking Candidate Portfolio, Benchmarking Project Team, Scope, Approach and Focus Level Type of Benchmarking, Best Practices Partners, Data Collection

Part 4 – From Analysis to Sustainability
Performance Gap Analysis, Future Performance, Adopt and Integrate Best Business Practices, Implement Best Business Practices, Monitoring Suitability, Effectiveness and Efficiency, Verify Results and Recalibrate Benchmarks, Achieving the “Quantum Leap” – Validation, Continual Improvement, Types and Advantages of Benchmarking

Part 5 – Benchmarking Case Studies
Case 1 – Xerox benchmarking Fuji – 1981 Case 2 – Statoil benchmarking Shell Group – 1998 
Case 2 – Statoil benchmarking Shell Group – 1998 
Case 3 – Xerox benchmarking L.L. Bean – 1982 
Case 4 – CARE benchmarking “internally” – 1993 
Case 5 – Boston Ballet benchmarking San Francisco Ballet, Au Bon Pain and Boston Museum of 
            Science – 1994 
Case 6 – Ritz-Carlton Hotel benchmarking “internally” – 1993 
Case 7 – Texas Instruments benchmarking 16 companies – 1990 
Case 8 – AT&T benchmarking 3 companies – 1993 
Case 9 – Prophet 21 benchmarking IBM – 2000 
Case 10 – Avon benchmarking Computer Solutions and Finance (CSF) – 2000

Questions and Answers

Interactive Group Workshops (Teamwork)

Team Presentations

Certificate of Attendance