negotiate with benchmarking partners
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Continuous Improvement & Benchmarking
Negotiate withBenchmarking partners
Benchmark
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2 Continuous Improvement & BenchmarkingModule:Negotiate with Benchmarking partners
Learning objectives
Have the skills to:
Understand the ethics of
Benchmarking
Identify the contact person Form a letter introducing
Benchmarking
Prepare a Benchmarking
information package Overcome resistance
Prepare a letter of agreement
EthicsContactIntroductionPackage
ResistanceAgreement
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3 Continuous Improvement & BenchmarkingModule:Negotiate with Benchmarking partners
Ethics of Benchmarking
1. Keep it legal
2. Be willing to give what you get
3. Respect confidentiality
4. Keep information internal
5. Use Benchmarking contacts
6. Don’t refer without permission
7. Be prepared from the start
8. Understand expectations
9. Act in accordance with expectations
10. Be honest
11. Follow through with commitments
Source: International
Benchmarking
Clearing House,
American Productivity
and Quality Centre,
Houston. USA
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4 Continuous Improvement & BenchmarkingModule:Negotiate with Benchmarking partners
Initial contact person
The Mayor
The Commissioner
The Deputy Commissioner – related to the
service
Director – related to the service
Manager – related to the service
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5 Continuous Improvement & BenchmarkingModule:Negotiate with Benchmarking partners
Benchmarking contact person
Business development manager
CIB Facilitator within the partner organisation
Manager related to the service or process
Senior staff responsible for the service or
process
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6 Continuous Improvement & BenchmarkingModule:Negotiate with Benchmarking partners
Letter introducing Benchmarking
Definition of “Benchmarking”
Preferred Benchmarking approach
The service to be Benchmarked
The Benefits of benchmarking
The level of involvement required
Approximate timing of the study
Request for a personal meeting to negotiate
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7 Continuous Improvement & BenchmarkingModule:Negotiate with Benchmarking partners
Information package - medium
Paper slide show – booklet form
CD – self running slide show
E-mail slide show (attached file)
E-mail letter
Paper letter
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Information package - content
Definition of Benchmarking
Preferred approach
Other potential Benchmarking partners
Service to be Benchmarked
Benefits of Benchmarking
Level of Involvement and costs
Proposed Study schedule Lead partner/ facilitator contact details
Next step – acceptance and letter of Agreement
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9 Continuous Improvement & BenchmarkingModule:Negotiate with Benchmarking partners
Negotiation - overcoming barriers
Barrier Response
Personnel have no time Use a planned schedule – short duration
Cant afford the travel, accommodation Share information using e-mail
Have not done Benchmarking before Use a structured training program
Have other more important projects Many benefits – excellent opportunity
Past Benchmarking projects didn’t deliver Use an effective and efficient process
Very difficult to collect information Only seek information that is available
Our business is confidential All sign the Agreement on confidentiality
We are already Benchmarking with others May compliment – use our BM process
Nervous that the information may go public All sign the Agreement on confidentiality
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Letter of Agreement – forecast difficulties
Forecast difficulties1. Miss meetings
2. Poor quality information
3. Dominate the meetings
4. Don’t contribute 5. Side with some partners –
alienate others
6. Pessimistic attitude
7. Language difficulties
8. Personality clash9. Racist attitude
10. Poor communications
Agreement content1. Schedule and req’ attendance
2. Expectation on I quality
3. Fair & equitable conduct
4. BM relies upon contributions5. Equitable and fair
participation for all members
6. Requires an open attitude
7. Use a common language
8. Facilitator will control meet’s 9. Zero tolerance
10. Minimum standards for telephone, e-mail facilities
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Letter of Agreement – general content
1. Purpose and subject service
2. Code of conduct to be signed and returned
3. Contribution to the costs
4. Name of facilitator/ trainer
5. Names and contact details of partners6. Benchmarking study plan (see next slide)
7. Meeting schedule
8. Location of first meeting
9. Communication protocols10. Lodging a complaint or seeking arbitration
11. Publication of results and return of information
12. Assessment of partner satisfaction at end
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12 Continuous Improvement & BenchmarkingModule:Negotiate with Benchmarking partners
Initial study plan to be agreed upon
Benchmarking plan for a Facilitated Network model
Benchmarking steps Month1 Month2 Month3 Month4 Month5 Month6 Month7
1 Appoint a facilitator
2 Arrange the logistics for partners to meet
and communicate with each other
3 Agree the overall plan with each partner
4 Train the partners in Benchmarking
techniques
5 Agree and define the processes to
Benchmark 6 Define the performance measures
7 Collect performance measure data
8 Process map the processes
9 Compare performance results
10 Compare processes
11 Agree best practice performance and
process features12 Complete a gap analysis between current
processes and performance to bestpractice
13 Develop improvement plan
14 Compare improvement successes (six
months later)
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13 Continuous Improvement & BenchmarkingModule:Negotiate with Benchmarking partners
Disclaimer
The views expressed in this Toolkit are the views of the authors and do not necessarily reflect the views or policies of the Asian Development Bank (ADB) or Asian Development Bank Institute (ADBI), or their Board of Directors, or the governments they represent. ADB and ADBI do not guarantee the accuracy of the data included in this CD-ROM and accepts no responsibility for
any consequences of their use. Terminology used may not necessarily be consistent with ADB official terms.