LogicaCMG Key Messages

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

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

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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
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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

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Why Benchmark?

• 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
• Continually Improve your current business
• Staff, customer and supplier involvement
• All this leads to.

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CHANGE! GOSH!!
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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

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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.

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Business Results against the Model Weaknesses
Issues
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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

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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)

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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

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Identify blockages and best practice

• 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

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ExtraMile.cmg.com
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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!

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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

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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

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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

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Contact
Michael (Mike) Cheshire www.michael.cheshire
_at_logicacmgplc.com or www.michael.cheshire_at_cmg.com
Mobile [phone]
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Questions?