1
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
11 March 2003 TAVANIR, Tehran
Presenter:Presenter:Megat Megat AkbarruddinAkbarruddin Megat Megat IsmailIsmailAPO, TESAPO, TES
ASIAN PRODUCTIVITY ORGANIZATIONASIAN PRODUCTIVITY ORGANIZATIONBENCHMARKINGBENCHMARKINGPRESENTATIONPRESENTATION
0102030405060708090
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
EastWestNorth
2
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGPRESENTATION OUTLINEPRESENTATION OUTLINE
IntroductionIntroduction- TQM and Benchmarking - TQM and Benchmarking - What is Benchmarking ?- What is Benchmarking ?- Types of Benchmarking- Types of Benchmarking- Benefits of Benchmarking- Benefits of Benchmarking
Benchmarking Methodology Benchmarking Methodology- An Overview- An Overview- Operating Framework- Operating Framework
Benchmarking: The Malaysian Case Study Benchmarking: The Malaysian Case Study- Benchmarking On-Line Networking - Benchmarking On-Line Networking
Database (BOND) Database (BOND)- e-Benchmark- e-Benchmark
3
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
TQM STRUCTURETQM STRUCTURE
MOTIVATIONMOTIVATION
TOOLSTOOLS
PURPOSESPURPOSESCUSTOMER SATISFACTIONCUSTOMER SATISFACTION
QUALITY ASSURANCEQUALITY ASSURANCE
CO
NC
EPT
CO
NC
EPT
TEC
HN
IQU
ESTE
CH
NIQ
UES
VEH
ICLE
SVE
HIC
LES
EDUCATION AND TRAININGEDUCATION AND TRAININGPOLITICAL STABILITYPOLITICAL STABILITY
MOTIVATIONAL APPROACHMOTIVATIONAL APPROACH
STRATEGIESSTRATEGIES
BENCHMARKINGBENCHMARKINGTOTAL QUALITY MANAGEMENTTOTAL QUALITY MANAGEMENT
4
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
TOP TOP MANAGEMENT MANAGEMENT LEADERSHIP LEADERSHIP
AND AND MANAGEMENT MANAGEMENT
OF QUALITYOF QUALITY
SATISFACTION SATISFACTION OF CUSTOMEROF CUSTOMER
REQUIREMENTS REQUIREMENTS AND AND
EXPECTATIONEXPECTATION
USE OF QUALITY USE OF QUALITY DATA AND DATA AND
INFORMATIONINFORMATIONHUMAN HUMAN
RESOURCERESOURCE
DEVELOPMENT DEVELOPMENT AND AND
MANAGEMENTMANAGEMENT HANDLING HANDLING CUSTOMER CUSTOMER
COMPLAINTS FOR COMPLAINTS FOR QUALITY QUALITY
IMPROVEMENTIMPROVEMENT
QUALITY QUALITY ASSURANCE OF ASSURANCE OF
SUPPORT SUPPORT SERVICES AND SERVICES AND
VENDORSVENDORS
QUALITY AND QUALITY AND OPERATIONAL OPERATIONAL
RESULTSRESULTSCORPORATECORPORATE
RESPONSIBILITYRESPONSIBILITY
SELF SELF –– ASSESSMENT / LEARNING ASSESSMENT / LEARNING
DRIVERSDRIVERS PROCESSESPROCESSES RESULTSRESULTS
BENCHMARKINGBENCHMARKINGTQM/QUALITY EXCELLENCE FRAMEWORKTQM/QUALITY EXCELLENCE FRAMEWORK
5
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGTHE SELF- ASSESSMENT THE SELF- ASSESSMENT
A process for evaluating the A process for evaluating the management practices of an management practices of an organization with a focus on organization with a focus on the continuous development the continuous development
and improvement of and improvement of organizational performance organizational performance
6
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
What are the practices ofWhat are the practices ofthe best performers ?the best performers ?
Tools:Tools:
How well is the systemHow well is the systembeing managed ?being managed ?
Does the organisationDoes the organisationhave a quality system inhave a quality system inplace ?place ?
BenchmarkingBenchmarking
Self - AssessmentSelf - AssessmentCustomer SurveysCustomer SurveysEmployee SurveysEmployee SurveysQuality AwardsQuality Awards
ISO ISO 90009000
BENCHMARKINGBENCHMARKINGTOTAL QUALITY MANAGEMENTTOTAL QUALITY MANAGEMENT
7
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGTHE KEY QUESTIONSTHE KEY QUESTIONS
How well are we doing compared to How well are we doing compared to others ? others ?
How good do we want to be ? How good do we want to be ?
How can we be better than the best ? How can we be better than the best ?
How do they do it ? How do they do it ?
How can we adapt what they do How can we adapt what they do to our organization ? to our organization ?
8
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BenchmarkingBenchmarkingacceleratesacceleratesinnovationinnovationand changeand change
ContinuousContinuousImprovementImprovement
BreakthroughBreakthroughImprovementImprovement
ContinuousContinuousImprovementImprovement
PPEERRFFOORRMMAANNCCEE
T I M ET I M E
Organizational LearningOrganizational Learning Performance ImprovementPerformance Improvement
BENCHMARKINGBENCHMARKINGCONTINUOUS IMPROVEMENT TOOLCONTINUOUS IMPROVEMENT TOOL
9
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
0102030405060708090
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
EastWestNorth
Benchmarking is a systematic and continuous Benchmarking is a systematic and continuous process of searching, learning, adapting and process of searching, learning, adapting and implementing the best practices from within implementing the best practices from within
the same organization or from other the same organization or from other organizations towards attaining superior organizations towards attaining superior
performanceperformance
BENCHMARKINGBENCHMARKINGWHAT IT IS ?WHAT IT IS ?
10
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
Benchmarking is about searching for industry Benchmarking is about searching for industry best practices and learning from the best in best practices and learning from the best in
order to become the best in the industry order to become the best in the industry
- ROBERT C. CAMP- ROBERT C. CAMP
Benchmarking is the practice of being humble Benchmarking is the practice of being humble enough to admit that someone else is better at enough to admit that someone else is better at something and being wise enough to try and something and being wise enough to try and
learn how to match and even surpass them at itlearn how to match and even surpass them at it
- MARION HARMON- MARION HARMON
BENCHMARKINGBENCHMARKINGWHAT IT IS ?WHAT IT IS ?
11
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
OrganizatioanalOrganizatioanal learninglearning atat itit’’ss core:core:•• FindingFinding thethe bestbest wayway toto performperform aa particularparticular tasktask•• UnderstandUnderstand howhow itit isis beingbeing donedone•• ImplementImplement thethe bestbest approachapproach inin youryour organizationorganization•• DoDo itit continuouslycontinuously
BENCHMARKINGBENCHMARKINGWHAT IT IS ?WHAT IT IS ?
12
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
A reference of excellence level of A reference of excellence level of performanceperformance
Example:Example:
- customer retention rate - customer retention rate 98%98%
- % of expenditure on training - % of expenditure on training 10%10%
BENCHMARKINGBENCHMARKINGWHAT IS A BENCHMARK ?WHAT IS A BENCHMARK ?
What is a What is a Benchmark ?Benchmark ?
13
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
COSTCOST
•• Order Cost Per Unit Order Cost Per Unit•• Average Hourly Average Hourly LabourLabour •• Production Overhead Cost Production Overhead Cost•• Training Expense Per Employee Training Expense Per Employee
BENCHMARKINGBENCHMARKING WHAT IS A BENCHMARK ? WHAT IS A BENCHMARK ?
14
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
SERVICESERVICE
•• Promotion Expense / Sales Promotion Expense / Sales•• % Delivery on Time % Delivery on Time•• % Customer Retention % Customer Retention•• % Complaint Resolved % Complaint Resolved
BENCHMARKINGBENCHMARKINGWHAT IS A BENCHMARK ?WHAT IS A BENCHMARK ?
15
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
TIMETIME
•• Delivery Time Delivery Time•• Product Cycle Time Product Cycle Time•• Work in Process Inventory Work in Process Inventory•• % Downtime % Downtime•• New Product / Service Development New Product / Service Development
BENCHMARKINGBENCHMARKING WHAT IS A BENCHMARK ? WHAT IS A BENCHMARK ?
16
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
QUALITYQUALITY
•• % Defect / Reject % Defect / Reject•• % Customer Satisfaction % Customer Satisfaction•• Sales / No. of Complaint Sales / No. of Complaint•• % Defect Free Delivery % Defect Free Delivery
BENCHMARKINGBENCHMARKING WHAT IS A BENCHMARK ? WHAT IS A BENCHMARK ?
17
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
PRODUCTIVITYPRODUCTIVITY
•• Value Value –– Added per Employee Added per Employee•• Value Value –– Added per Unit Added per Unit LabourLabour Cost Cost•• Total Output per Employee Total Output per Employee•• Total Output per Fixed Asset Total Output per Fixed Asset•• LabourLabour Cost per Employee Cost per Employee
BENCHMARKINGBENCHMARKING WHAT IS A BENCHMARK ? WHAT IS A BENCHMARK ?
18
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGPROCESS MEASUREMENTPROCESS MEASUREMENT
TYPES OF MEASURESTYPES OF MEASURES
INPUT MEASURES INPUT MEASURES Describes the Describes the
resources required resources required to achieve resultsto achieve results
OUTPUT OUTPUT MEASURES MEASURES
Represents levels Represents levels of products and of products and
services providedservices provided
OUTCOME OUTCOME MEASURES MEASURES Focus on the Focus on the
results or rather results or rather the impact of the the impact of the
output on the output on the stakeholdersstakeholders
IN - PROCESS MEASURES IN - PROCESS MEASURES
MonitorMonitor activitiesactivities performanceperformance withwith respectrespect toto volume,volume, cyclecycle times,times, defects,defects, rework,rework, scrap,andscrap,and costcost
PerformancePerformance measurementmeasurement cancan bebe quantitativequantitative andand qualitativequalitative andand servesserves asas yardsticksyardsticks forfor qualityquality improvementimprovement andand goalgoal settingsetting
19
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGBENCHMARK:PROCESS MEASUREMENTBENCHMARK:PROCESS MEASUREMENT
•• PRODUCTIVITYPRODUCTIVITY Which quantifies the outputs and inputs of an organization Which quantifies the outputs and inputs of an organization and expresses the two as a ratio. and expresses the two as a ratio. •• EFFECTIVENESS EFFECTIVENESS Which determines the relationship of an organization Which determines the relationship of an organization’’ss outputs to what an organization is intended to accomplish outputs to what an organization is intended to accomplish •• QUALITY QUALITY Which examines an output or a process by which an output Which examines an output or a process by which an output is produced. Quality is indicated by attributes such as is produced. Quality is indicated by attributes such as accuracy (or error rate), thoroughness, and complexity accuracy (or error rate), thoroughness, and complexity•• TIMELINESS TIMELINESS Which evaluates the time involves producing an Which evaluates the time involves producing an appropriate output appropriate output•• COST COST Which measures the cost of producing an output Which measures the cost of producing an output
20
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
ProcessProcess
Best- practice is a relative term indicating Best- practice is a relative term indicating outstanding business practices which have been outstanding business practices which have been
identified as contributing to improved performance identified as contributing to improved performance significantly of leading companiessignificantly of leading companies
What is Best What is Best –– Practices ? Practices ?
BENCHMARKINGBENCHMARKINGWHAT IS BEST- PRACTICESWHAT IS BEST- PRACTICES
21
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
ProsesProses
ORGANIZATIONAL EXCELLENCEORGANIZATIONAL EXCELLENCEWHAT IS BEST WHAT IS BEST –– PRACTICES ? PRACTICES ?
When it leads to superior results or performanceWhen it leads to superior results or performance When it involves new or innovative use of resources When it involves new or innovative use of resources
such as manpower or technology such as manpower or technology When it is recognized by a reputable individual or When it is recognized by a reputable individual or
organization organization When it is acknowledged by a significant number When it is acknowledged by a significant number
of the organization of the organization’’s customers or supplierss customers or suppliers
22
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
MAS Electronic Ticketing (MASET)MAS Electronic Ticketing (MASET)
•• Calling MAS Reservation to makeCalling MAS Reservation to make a booking a booking•• Effecting payment at any Effecting payment at any MaybankMaybank or or MaybanMayban Finance ATM Finance ATM•• Presenting the Transaction Slip for Presenting the Transaction Slip for check check –– in before boarding the flight in before boarding the flight•• The simple process save time, energy The simple process save time, energy and effort and effort
BENCHMARKINGBENCHMARKINGBEST PRACTICE EXAMPLEBEST PRACTICE EXAMPLE
23
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
UU
AA
LL
II
TT
YY
TIMETIME
Benchmarking
Gap
Superior
Performance
AA
AA
BB
BB
BENCHMARKINGBENCHMARKINGOVERTAKING THE BENCHMARKOVERTAKING THE BENCHMARK
24
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGTHE TYPES: WHICH ONE ?THE TYPES: WHICH ONE ?
INTERNALINTERNAL
The comparison of similar operations and The comparison of similar operations and functions across a company, or with functions across a company, or with
associated companies, in order to associated companies, in order to identify the level of best practices and identify the level of best practices and
performance within this common settingperformance within this common setting
25
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGTHE TYPES: WHICH ONE ?THE TYPES: WHICH ONE ?
FUNCTIONALFUNCTIONAL
Compares specific function with best in Compares specific function with best in industry and best in class. It is a positive industry and best in class. It is a positive approach but because it only relates to approach but because it only relates to specific functions may not be of benefit specific functions may not be of benefit to other operations in the organizationto other operations in the organization
26
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGTHE TYPES: WHICH ONE ?THE TYPES: WHICH ONE ?
Compares and benchmarks against your Compares and benchmarks against your direct competitor in the industrydirect competitor in the industry
COMPETITIVECOMPETITIVE
27
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGTHE TYPES: WHICH ONE ?THE TYPES: WHICH ONE ?
GENERICGENERIC
The ultimate in terms of benchmarking The ultimate in terms of benchmarking application. It applies to all areas of a application. It applies to all areas of a business operation. It encourages the business operation. It encourages the
continuous effort of comparing generic continuous effort of comparing generic multi-functional processes (multi-functional processes (e.ge.g cash to cash to casgcasg, billing, complain handling) with , billing, complain handling) with
those of best in classthose of best in class
28
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
THE BENEFITSTHE BENEFITS•• Improves organizational qualityImproves organizational quality•• Leads to lower cost Leads to lower cost•• Creates buy-in for change Creates buy-in for change•• Exposes employee to new ideas Exposes employee to new ideas•• Broadens organization Broadens organization’’s perspectives perspective•• Open to new ideas Open to new ideas•• A catalyst for learning A catalyst for learning•• Increases employees satisfaction Increases employees satisfaction•• Test the internal operating target Test the internal operating target•• Raise the level of potential performance Raise the level of potential performance•• Sharing of best practices Sharing of best practices•• Predicting the future Predicting the future•• Know your organization Know your organization’’s weaknesses and strengths weaknesses and strength
BENCHMARKINGBENCHMARKINGTOOL FOR ACHIEVING BEST PRACTICESTOOL FOR ACHIEVING BEST PRACTICES
29
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGTHE METHODOLOGYTHE METHODOLOGY
PLANPLAN COLLECTCOLLECTDATADATA
ANALYZEANALYZE IMPLEMENTIMPLEMENT
1 2 3 4 5 6 7 8 9Decide Decide what to what to benchmarkbenchmark
Organize Organize the projectthe project
Conduct Conduct background background researchresearch
Analyze Analyze current current process and process and determine determine KPIKPI
Select Select benchmarking benchmarking partnerpartner
Analyze Analyze comparative comparative performance performance and processand process
DevelopDevelopActionActionPlan andPlan andReportReport
ImplementImplementAndAndadaptadapt
SiteSiteVisit andVisit andcollectscollectsdatadata
BENCHMARKING FRAMEWORKBENCHMARKING FRAMEWORK
BENCHMARKING APPROACHBENCHMARKING APPROACH
30
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGBENCHMARKING FOR PROCESS IMPROVEMENTBENCHMARKING FOR PROCESS IMPROVEMENT
IMPROVING PROCESS IMPROVING PROCESS –– ““ THE OLD VIEW THE OLD VIEW ““
RESOURCESRESOURCES RESULTSRESULTSPROCESSPROCESSMANAGEMENTMANAGEMENT
INPUTSINPUTS PRODUCESPRODUCES OUTPUTS / OUTCOMESOUTPUTS / OUTCOMES
31
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGBENCHMARKING FOR PROCESS IMPROVEMENTBENCHMARKING FOR PROCESS IMPROVEMENT
IMPROVING PROCESS IMPROVING PROCESS –– ““ THE BENCHMARKING VIEW THE BENCHMARKING VIEW ““MANAGEMENT MANAGEMENT
CAPACITYCAPACITYPROGRAMPROGRAM DELIVERY DELIVERY
PERFORMANCEPERFORMANCE
MEASUREMENTMEASUREMENT(BENCHMARKS)(BENCHMARKS)
FINANCIALFINANCIALMANAGEMENTMANAGEMENT
HUMANHUMANRESOURCERESOURCE
MANAGEMENTMANAGEMENT
CUSTOMERCUSTOMERRELATIONSHIPRELATIONSHIPMANAGEMENTMANAGEMENT
INFORMATIONINFORMATIONTECHNOLOGYTECHNOLOGYMANAGEMENTMANAGEMENT
MANAGING FOR RESULTS TMANAGING FOR RESULTS T55HROUGH BEST PRACTICESHROUGH BEST PRACTICES
SHARING OF INFORMATIONSHARING OF INFORMATION
LEADERSHIP AS DRIVERLEADERSHIP AS DRIVER
32
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
B E S T P R AC T IC E S D IV IS IO NN AT IO N A L P R O D U C T IV IT Y C O R P O R AT IO N
B E N C H M AR K IN G O NB E N C H M AR K IN G O N --L IN E N E T W O R K IN G L IN E N E T W O R K IN G D AT AB A S ED AT AB A S E
( B O N D ) ( B O N D ) B O N D is a d a ta b a s e o f b e s t p ra c tic e s a n d p e rform a n c e B O N D is a d a ta b a s e o f b e s t p ra c tic e s a n d p e rform a n c e m e a s u re m en ts s e t up b y N P C to a s s is t org a n iz a tion s in m e a s u re m en ts s e t up b y N P C to a s s is t org a n iz a tion s in
u n d e rta k in g b en c hm a rk in g a c tiv itie s .u n d e rta k in g b en c hm a rk in g a c tiv itie s .
B O N D a ls o p rov id e s e x te rn a l onB O N D a ls o p rov id e s e x te rn a l on -- lin e b e n c hm a rk in g lin e b e n c hm a rk in g re s ou rc e s to fa c ilita te c om p a n ie s to s e a rc h for b e s t re s ou rc e s to fa c ilita te c om p a n ie s to s e a rc h for b e s t
p ra c tic e s a n d b e n ch m a rk w orldp ra c tic e s a n d b e n ch m a rk w orld --w id e . w id e . h ttp : //w w w .np c .o rg .m yhttp : //w w w .np c .o rg .m y
33
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
34
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
35
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
36
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
37
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
38
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
39
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
40
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
41
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
42
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
43
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
44
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
45
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
Concept of Interactive e-Benchmark
6. Transmits data
7. Real time benchmark report
1.Community agrees onscope, measures and
definitions to benchmark
2. Provides content
3. Password
4. Community member collects data yearly/ periodically
5. Data entry through internet
8. Information fordecision making
e-BenchmarkReal-time
processing &report generation
46
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
1 st Tier Community
Textiles
Cluster
Public Sector
Services1 st Tier :
HotelsIndustries
(Manufacturing)
Govt. Depts ,Local Govt &
Agencies
Spinning, Weaving5-Star, 3-Star
hotels
Community Concept
PBT–PBT NegeriSelangor
ClusterCluster
47
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
48
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
INDIVIDUAL BENCHMARK REPORT FOR INDIVIDUAL BENCHMARK REPORT FOR SAMPLE ORGANIZATIONSAMPLE ORGANIZATION
18.722.07.626.0
30.522.00.07.056.3
35.48622.00.05.86.783.1
36.75921.40.04.46.483.2
39.55521.20.03.75.9103.1
40.44719.60.13.65.8113.8
40.94917.80.13.55.7126.7
45.63917.50.12.45.3133.4Comp.
A
53.73417.00.22.15.2142.2
57.22815.80.21.33.8168.9
60.62114.70.20.52.9169.3
64.71012.50.30.32.7176.5
65.177.91.20.01.8347.0
Added Value per Employee(RM’000)
Inventory Turnover (days
per Consignment)
Labour Cost per Employee
(RM’000)
Training Cost per Employee
(RM’000)
Wastage per Employee(RM’000)
Utility Charges per Employee
(RM’000)
Annual Sales per Employee
(RM’000)
Code
49
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
Community & Cluster Classification
UTILITY
Power Generation (IPPs)
Transmission Distribution
Open Combined Thermal
Sector
Community
Cluster
Sub-group of Clusters
Gas
Distillate
Gas
Distillate
Coal
Gas
Mfo
Distillate
Biomass
50
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
51
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
52
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
53
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
54
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
55
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
56
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
57
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
BENCHMARKINGBENCHMARKINGTHE CODE OF CONDUCTTHE CODE OF CONDUCT
•• Conduct yourself within legal boundsConduct yourself within legal bounds•• Participate by exchanging information Participate by exchanging information•• Respect confidentiality of information Respect confidentiality of information•• Use of information only for the intended purpose Use of information only for the intended purpose•• Initiate contacts with designated individuals Initiate contacts with designated individuals•• Obtain permission before providing contacts Obtain permission before providing contacts•• Be prepared for each benchmarking event Be prepared for each benchmarking event•• Follow through with commitments to partners Follow through with commitments to partners•• Treat information from others as they desire Treat information from others as they desire
58
©© APO APO 20032003 Benchmarking Presentation Benchmarking Presentation
Thank YouThank You
““ L e t L e t ‘‘ s S h a r e a n d P r o s S h a r e a n d P r o s p e r T o g e t h e r s p e r T o g e t h e r ““
ASIAN PRODUCTIVITY ORGANIZATION ASIAN PRODUCTIVITY ORGANIZATION