Diverse industry verticals benchmarking club

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Benchmarking Canada

5th Annual Canadian Quality Congress

Calgary, Alberta. September 23-24, 2013

- a unique approach

Presentation by Zillay Ahmed

Hashtag Consulting Solutions

2 © Hashtag Consulting Solutions - 2013

Benchmarking apples and oranges?


Turnaround time


Moving inventory to customers


Visual management screens


Typical benchmarking approaches

• Metric

• Process

• 1-2-1, 1-2-many, many-2-many, many-2-1

• Same industry

• Cross industry


Benchmarking in Canada

• Metric benchmarking, same industry focus

• Compliance, regulatory driven

• Market intelligence, mystery shopping, surveys

• Incremental not step-change improvement model

• Prescribed frameworks, metrics


Metric benchmarking challenges

• Company A 85% CS

• Company B 85% CS

• Company A CS

• Company B CS


Benchmarking Canada the new way

• Hybrid process and metric benchmarking model

• Diverse industry verticals

• Best practice process and metrics developed

• Participating entities implement agreed process

• Consortia benchmarks on associated metrics


Benchmarking Canada case study

• Benchmarking club members:

Bank

Travel services

Hotel

Logistics

Airline catering

Gas shipping

Fertilizer plant

Information technology


Benchmarking Canada case study

• Processes benchmarked:

People (employee satisfaction, training, recruitment)

Customers (satisfaction, diversity, CRM)

Strategy (execution, performance management)

Society (CSR)

Sustainability ( HSE, procurement)

Project management

Asset management

Risk Management


Benchmarking Canada sample results

• 10% increase profitability (travel services)

• 15% increase people satisfaction (bank)

• 20% increase customer satisfaction (IT comp.)

• 70% increase HSE performance (fertilizer plant)

• 80% increase strategy awareness (airline catering)


Benchmarking Canada specifics

• 5-12 organizations

• Top level sponsorship

• 3-month cycle per process

• Playback to consortia members

• Implementation by individual organizations


Benchmarking Canada benefits

• Innovation

• Out-of-the-box thinking

• Learning

• Networking

• Cost saving


Benchmarking apples to apples


Takeaways for step-change improvement

• Don’t take metric benchmarks at face value

• Don’t limit benchmarking to your peer group

• Do consider benchmarking outside your industry

• Do look beyond the metrics at the process

• Don’t get complacent with success, benchmark for

continuous improvement

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Thank you.

For participation in Benchmarking Canada project or information please contact:

Zillay Ahmed, Hashtag Consulting Solutions Inc.

12 Yonge Street, Suite 314

Toronto, ON M5E 1Z9

www.hashtagsolutions.net

Email: [email protected]

LinkedIn: http://ca.linkedin.com/in/zillayahmed/

Tele: 416.939.4198

http://www.hashtagsolutions.net/

mailto:[email protected]

Diverse industry verticals benchmarking club

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