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3 RD Generation Benchmarking 15 th October 2003 Michael Cheshire MBE MBA BSc

3 RD Generation Benchmarking 15 th 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)

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3 RD Generation Benchmarking 15 th October 2003 Michael Cheshire MBE MBA BSc

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  1. 3RD Generation Benchmarking 15th October 2003 Michael Cheshire MBE MBA BSc

  2. Agenda • Introduction/Credentials • Definitions • Workable Method - EFQM • KISS – How I did it and the outcome • Involvement • Questions

  3. 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 Practioner ISO 9000 Lead assessor) Open University Lecturer - Business

  4. Definitions - CIMgt • Benchmark – A reference or measurement standard or comparison • 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

  5. 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 ContinuallyImprove your current business Staff, customer and supplier involvement All this leads to………………………………………. Why Benchmark?

  6. CHANGE! – GOSH!!

  7. 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

  8. KISS - How I did it & the Outcome! • Conducted Self Assessment using EFQM EM to establish where HMS VICTORY stood in comparison with the British Quality Foundation Results of the assessment year. • Measured HMS VICTORY with the other attractions • Found my: • Strengths and Weaknesses; • Critical Success Factors; • Quick Wins.

  9. Business Results against the Model: Weaknesses Issues

  10. The Benchmarking Process • Map your processes that is to be benchmarked • 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

  11. 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)

  12. 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

  13. 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 Identify blockages and best practice

  14. 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!

  15. 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

  16. 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

  17. 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

  18. Contact Michael (Mike) Cheshire www.michael.cheshire @logicacmgplc.com or www.michael.cheshire@cmg.com Mobile: 07968 296894

  19. Questions?

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