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SCORE RESEARCH SERVICES
Benchmarking and performance management:
Benchmarking Goals
- To provide supporting data for change
- To share best practice
- To provide a stake in the ground
- To identify a range of unit cost, cycle time and efficiency metrics
Before you start benchmarking the goals need to be weighed so that you choose the most appropriate method, i.e., one that provides the appropriate level of scope, focus and buy-in within the time constraints you have determined.
Methods of benchmarking
Before we look at our service we must first compare the different methods of benchmarking - they are not mutually exclusive but you need to ensure that your chose the most appropriate method to meet your goals.
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Method |
Pros |
Cons |
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Informally |
· Low cost
· Learn some good insights |
· Might still need to use one of the other routes to achieve your goals – so cost increases
· Unlikely to get accurate metrics without investing a good deal of time on definitions (can be a hidden cost)
· Might not include ‘world-class performers |
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Formally through an industry group or consortium
This might be a group that you invite to participate |
· Shared cost
· Design-in specific processes and metrics
· Often good exchange of insights – but might lack focus on relevant metrics to support anecdotal claims. |
· Size of group may limit appropriate level of data across all processes within your scope.
· Statistically poor reference group – e.g., no best in class.
· Potential for costs to escalate – design and management of the consortium
· Needs an excellent leader (to ensure communication, drive, data collection and analysis) |
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Using a third party service
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· Costs are visible from the start
· Methodology and definitions are robust
· Immediate access to metrics – check credibility of database
· Range of performance more likely to include the best and be more statistically valid |
· Resources need to be aligned to process definitions
· Higher up-front cost
· Menu of processes may not provide sufficient granularity
· Denial – we weren’t involved – cannot understand the comparative results – this can be addressed by access to the data collection and results but watch for cost implications and licence limitations |
How do Score Research's services compare with others:
- Costs are generally lower and considering our service is available all the time for the twelve-month subscription period – our fees are very competitive
- Our service gains greater buy-in, through wider access, the open nature of data collection, best practices and metrics.
- Our service is better for operational performance – no other service allows users to collect and compare monthly/ period data, set and monitor targets, select key metrics to display on the summary ‘Perspectives’ page (ScoreCard view of performance)
- Our service includes access to detailed exchange workshops and webinars that focus on performance gap and reasons for it. Participants sign non-disclosure agreements before workshops.
- Our service provides immediate access to comparative performance across all the metrics – even before you populate your own data.
We know that benchmarking alone does not impove performance so we provide our clients with other services that support performance improvement - these include process mapping, activity analysis and web-based customer/staff surveys.
First-class tools supported by first-class advice and consultancy!
- World-class benchmarking
- Rapid identification of improvement opportunities
- Continuous improvement
- Exchange of knowledge capital
- Activity analysis
- Customer surveys that can be benchmarked
- Practices that close the gap between you and world-class performance
Enabling:
- Cost reduction
- Speedier turnaround times
- Improved quality
- Customer service management
- Service level improvement
- Improved teamworking
- Prioritisation of initiatives
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Performance monitoring and benchmarking suite - Includes access to FASSBEX programme, use of Time and Task and your own ScoreSurveyor account.
- Benchmark performance
- Manage service level agreements
- Access best practices
- Improve cost, quality and effectiveness
See detailed description by following this link or try demo |
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Knowledge and best practice exchange workshops using benchmark metrics to focus on improving performance - ScoreCard subscribers automatically qualify for participation. Further details |
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Activity analysis at the individual and task level for increased visibility:
- Manage customer service
- Improve teamwork
- Improve resource allocation
follow this link |
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Survey customer and staff using pre-designed templates; enabling results to be compared against other organisations. |
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