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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
- Follow signposts to where process improvements may be made. These
signposts include: Customer Satisfaction Analysis, Process User Feedback,
Feedback from Adjacent Processes.
- Describe problem/opportunity and location following analysis of the
- Understand which process or processes cause or influence the
- Decide which of these processes will have the biggest impact when changed.
for an evaluation matrix.
- Decide which of these processes can be changed using
- Select process to focus on.
- Map out the process flow and it's handovers.
- Define the metrics needed to understand the performance of the process.
- Collect the metrics - must be a statistically significant sample.
- Analyse and understand these - can this information be used to improve the
process? Does this measurement show the fundamental operation of the process?
- Identify similar processes and potential benchmarking partners. Use the
The Best Practice Club
Classification Scheme. for this.
- Define the questions to be answered by benchmarking partner and what
exactly we want to gain from the partnership.
- Approach potential benchmarking partners.
- Conduct benchmarking study in accordance with the
Benchmarking Code of Conduct
- Analyse study
- Define process improvements and good ideas that can be applied in your
- Plan changes
- Implement changes
- Verify changes have been positive
- Document and publish benchmarking study for training and knowledge sharing