Benchmarking for World-class Performance

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© Operational Excellence Consulting. All rights reserved. Benchmarking for World-Class Performance Allan Ung Managing Consultant Operational Excellence Consulting

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Understand what Benchmarking is Carry out Benchmarking projects systematically based on a four-phase, ten-step Fuji-Xerox Benchmarking model Program Objective

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Introduction to Benchmarking The Benchmarking Process Step-by-step: Fuji-Xerox Benchmarking Process Critical Success Factors Program Outline NOTE: As this is a PREVIEW , only a sample of slides are shown. To download the complete presentation, please visit: http://www.oeconsulting.com.sg/Benchmarking-for-World-class-Performance.php

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Customer Expectation Dilemma Introduction to Benchmarking

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WHY BENCHMARK? Productivity improvement Meeting customer requirements A goal-setting technique An on-going learning process Introduction to Benchmarking

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DEFINITION - BENCHMARKING Xerox, who pioneered the art of benchmarking in 1979, defined it as: “ the continuous process of measuring our products, services and business practices against the toughest competitors or those companies recognized as industry leaders ”. Introduction to Benchmarking

FOUR PHASES OF BENCHMARKING: 

FOUR PHASES OF BENCHMARKING Benchmarking Process

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CRITICAL SUCCESS FACTORS Guide : measurables defined as specifically as possible (SMART) Step 1: What to Benchmark?

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TYPES OF BENCHMARKING Best industry leader - e.g. Order fulfillment Key to success: same customer requirements and comparable operations Ease to share information interest in understanding practices 3. Functional Benchmarking Step 2: Whom to Benchmark?

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Selecting Methods of Conducting Research Amount of data Accuracy of data Sample Size Response Rate Time Requirements Cost per Interview Flexibility Special Skills Administration Mail Phone Visit Focus Group 2 2 2 2 2 2 2 2 5 5 5 5 5 5 5 5 5 5 5 5 1 1 1 1 1 3 3 3 3 3 4 4 4 4 4 4 Value of Information-Gathering Methods (5 = most favourable; 1 = least favourable) Step 3: Data Collection

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CHECK FOR GAP Step 4: Determine the Current Performance Gap

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PROJECTION OF GAP Years Summary Measure BIC Practice Your Practice Superior Performance Benchmark Gap Today End-Point Step 5: Project Future Performance

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Z Chart 4.0 5.0 6.0 7.0 8.0 93 94 95 96 97 98 99 00 01 02 Historical Data Benchmark Gap Competitor Productivity (5-6%) Strategic Actions Continuous Operational Improvement Overall Business Plan Productivity Required (33%) 6.0% 5.5% 4.5% Competitive Parity Year Expense to Revenue Ratio Step 5: Project Future Performance

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Goal Setting, Action Planning Process & Relationship to Benchmarking BENCHMARK PROJECTS IMPLEMENTED BENCHMARK PRACTICES FINDING INCORPORATED Step 8: Develop Action Plan

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Attributes of Benchmarking Studies: Success vs. Failure Critical Success Factors

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End of Presentation To download the complete presentation, please visit us at: http://www.oeconsulting.com.sg/Benchmarking-for-World-class-Performance.php Operational Excellence Consulting http://www.oeconsulting.com.sg Copyrights of all the pictures used in this presentation are held by their respective owners.