3RD Generation Benchmarking15th October 2003

Michael Cheshire MBE MBA BSc

Agenda

• Introduction/Credentials

• Definitions

• Workable Method - EFQM

• KISS – How I did it and the outcome

• Involvement

• Questions

Introductions/Credentials

Service Career (Royal Navy)Last Appointment – CO HMS VICTORY

MBA from Portsmouth University (1998)

Management Consultant (5 years)(EFQM Lead assessor and Master PractionerISO 9000 Lead assessor)

Open University Lecturer - Business

Definitions - CIMgt

1. Benchmark – A reference or measurement standard or comparison

2. Benchmarking – The PROCESS of identifying, understanding and adapting outstanding practices and processes from organisations, anywhere in the world, in order to help your organisation improve its performance

Why Benchmark?

• Strategic planning – new practices for long-term and short-terms plans

• Understanding the process of providing your Product/Service

• Establish Best Practice

• Forecast trends

• Setting business goals

• Continually Improve your current business

• Staff, customer and supplier involvement

All this leads to……………………………………….

CHANGE! – GOSH!!

Benchmarking: A Workable Method – EFQM Excellence Model

Self Assessment

No Hiding Place

Full involvement

Continuous Improvement

Establishes your business against a recognised set of criteria

Provides you with your Critical Success Factor(s) for your business

KISS - How I did it & the Outcome!

1. Conducted Self Assessment using EFQM EM to establish where HMS VICTORY stood in comparison with the British Quality Foundation Results of the assessment year.

2. Measured HMS VICTORY with the other attractions

3. Found my:

Strengths and Weaknesses;

Critical Success Factors;

Quick Wins.

Business Results against the Model: Weaknesses

0102030405060708090

100

HMS VICTORY

UK Excellence

Issues

The Benchmarking Process

1. Map your processes that is to be benchmarked

2. Establish a Benchmarking Partner

3. Map their process(es)

4. Identify any “blockages” & best practices

6. Exchange knowledge gained with your partner

7. Change your process to reflect best practice

8. Monitor and measure results

What were the customers complaining about?

Customer Satisfaction

- Customers demanding a better service

- Customers complaining about the length of tour

Where these complaints justified?

Advertised as 45 Minute Tour

Measured as 38 Minutes (on average) during summer season (main complaint foci)

Establish a benchmarking partner

Question – What organisation(s) have a similar operation as mine?

Answer – in my case:

Tower of London

Dover Castle

Hampton Court

Identify blockages and best practice

HMS Victory

• Guided tours

• Tours provided in English (or French)

• Handout provided in 26 different languages

• Tour starts from within the ship

• Timed Tours

• VICTORY Ticket includes RNM

Benchmarking Partners

• Free Flow only

• English or English

• Nil

• Tower – tour starts from a specific point

• Not an issue

• No additional attractions

Result due to process change?

• Reduced Customer Complaints

• Increase in Customer Numbers

• Increase in Revenue (£100K in the year of the change)

• Reduced paper-work and stress for staff

• Happy Customers!

Summary

• Benchmarking – looks at processes

• A Benchmark is a measurement against a reference or standard

• EFQM Excellence Model – measures all aspects of your business – involves your customers, staff and suppliers

• Benchmarking can be used for many aspects of your business

• Gain quick wins to gain confidence of the concept

• Fits into other Quality initiatives – ISO 9000, IIP, Charter Marks and the like

• Benchmarking does work

Sample of Benchmarking/Quality/EFQM Projects undertaken by LogicaCMG

• Royal Fleet Auxiliary

• QinetiQ (DERA)

• Defence Procurement Agency – Project Teams

• LearnDirect

• A High Street Bank

• Major Construction firm (Portsmouth)

• RN Stores Department

• West Wales Fire Brigade

Quality Services on offer by LogicaCMG

• Assist with EFQM Self Assessment

• Facilitate the EFQM Self Assessment

• Assist/draft EFQM Self Assessment for submission

• Evaluate your own EFQM Self Assessment

• Train your own EFQM EM internal assessors (licensed)

• Write your BMS, QMS, Quality Manuals

• Consult on Benchmarking activity

• Conduct Benchmarking activity on your behalf

Contact

Michael (Mike) Cheshire

www.michael.cheshire @logicacmgplc.com or

www.michael.cheshire@cmg.com

Mobile: 07968 296894

Questions?