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waste time and effort remembering the relevant formulas when you come to revise
Paramount pictures
Bob Scarlett
It’s a simple idea: identify who’s best at an activity that your organisation needs
to improve and learn from what they do. So why isn’t everyone benchmarking?
“Benchmarking is the process of improving be measured and managed by comparing it (eg, the proportion of sales giving rise to
performance by continuously identifying, with that of an appropriate entity which is repeat business); and “how low?” (eg, pro-
understanding (studying and analysing), already achieving world-class performance. portion of defective products).
and adapting outstanding practices and The entity we use to provide the benchmark To be meaningful, a benchmark should
processes found inside and outside the needn’t operate within the same sector. The relate to a key performance indicator – ie,
organisation, and implementing the results” benchmark can be from another organisa- something within the business’s process that
tion (an “external” benchmark) or a differ- has a major influence on its results.
The American Productivity ent segment within the same organisation Establishing benchmarks is a necessary part
and Quality Centre, 1997 (an “internal” benchmark). of the exercise, but it does not in itself
A benchmark provides a standard of excel- provide an understanding of best practice.
enchmarking is an approach to lence against which to measure and compare. And nor does knowledge of the benchmarks