Best Practice Benchmarking: Twenty Steps

The twenty steps below are under the five headings of Outlining, Internal Process Analysis, Benchmarking, Analysis & Action, Closure Brian Hunt, December 2000

Outlining

1. Follow signposts to where process improvements may be made. These signposts include: Customer Satisfaction Analysis, Process User Feedback, Feedback from Adjacent Processes.
2. Describe problem/opportunity and location following analysis of the signposted area.
3. Understand which process or processes cause or influence the problem/opportunity.
4. Decide which of these processes will have the biggest impact when changed. Click here for an evaluation matrix.
5. Decide which of these processes can be changed using TPN analysis.
6. Select process to focus on.

Internal Process Analysis

1. Map out the process flow and it's handovers.
2. Define the metrics needed to understand the performance of the process.
3. Collect the metrics - must be a statistically significant sample.
4. Analyse and understand these - can this information be used to improve the process? Does this measurement show the fundamental operation of the process?

Benchmarking

1. Identify similar processes and potential benchmarking partners. Use the Business Process Classification Scheme from the American Productivity and Quality Centre. The classification scheme is summarised here.
2. Define the questions to be answered by benchmarking partner and what exactly we want to gain from the partnership.
3. Approach potential benchmarking partners.
4. Conduct benchmarking study in accordance with the European Benchmarking Code of Conduct

Analysis & Action

1. Analyse study
2. Define process improvements and good ideas that can be applied in your organisation
3. Plan changes
4. Implement changes
5. Verify changes have been positive

Closure

1. Document and publish benchmarking study for training and knowledge sharing