Benchmarking

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Benchmarking

• ??????????????????????????????????????????????????
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• ???????? ???????????????????????? Best
  Practices ????????????? ???????????????????????
  ?

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Benchmarking

• Is the process of comparing the cost, time or
  quality of what one organization does against
  what another organization does. The result is for
  making changes in order to make improvement.

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• is a tool for measurement, learning, and
  improvement (McGregor, 2003)
• a continuous systematic process for evaluating
  the products, services and work processes of
  organization that are recognized as representing
  best practice for purpose of organization
  performance ( Spendolini, 1992)

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• Foot (1998) the process of comparing yourself
  with others measuring your service's processes
  and performance and systematically comparing them
  to the performance of others in order to seek
  best practice.

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???????????? Benchmarking

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• ?????????????????????????? ? ???????????????????
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• ????????????? ?????? Best Practice
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???????????? Benchmarking

• More efficient and effective processes
• Improved performance and customer service
• Increased competitiveness
• Increased utilization of resources
• Improved levels of management support

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• Better and faster decision-making
• More efficient and effective marketing
• Accelerated change and facilitated change
  management
• Improved professional relationships
• Support for strategic goals of the library, which
  in turn support the goals of the organization
• Proof of library's value to the organization

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• Best Practices
• Key Performance Indicators (KPI)
• Standards

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Best Practice

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Key Performance Indicators (KPI)

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?????????????????????????? ?.?. 2529

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?????????????????????????? ?.?. 2529 (???)

• 8. ????????????????????????????
• 9. ????????????????????????
• 10. ????????

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?????????????????????????? ?.?. 2544

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?????????????????????????? ?.?. 2544 (???)

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?????????????? Benchmarking

• 1. Competitive Benchmarking ?????????????????????
  ??? ??????? ??????????????? ????????????????
  ??????????????????????? ??????????????????????????
  ???????? ?????????????????????????????????????????
  ????????????????????
• 2. Cooperative Benchmarking ??????????????????????
  ????????????????????????? ?????????????? ????????
  ???????????????????????????? ??????????????
  Benchmarking ?????? ?????????????
  ?????????????????????????? ???????????????????????
  ?????????

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• 3. Collaborative Benchmarking ????
  ????????????????? ???????????????????????????
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• 4. International Benchmarking ????????????????????
  ??? ? ?????????????????? ???????????????????????
  ???????????????????????????? ?????????????????????
  ????????????????????? ???????????? ?????
  Benchmarking ?????????????????????????????????????
  ??????????????????????????????????

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????????? Benchmarking (???)

• ????????????????????? ???????????????????????????
  (Internal Benchmarking) ???????????????????????
  ????????????????????? ????????????????????????
  (Key Performance Indicators)
  ????????????????????????????????????
  ?????????????????????????? ??????????????????????
  ????????????????
• ??????????????????????????????????????????????
  (External ????Competition Benchmarking)
  ??????????????????????????????????
  ?????????????????????? ??????????????????????????
  ??????????????????????????

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• ??????????????????????????? (Process
  Benchmarking) ?????????????????????????? ???? ?
  ??????????????????????????????
• ???????????????????????????? (Strategic
  Benchmarking) ?????????????????????????????????
  ??????????????????????????????????????????????
• ????????????????????? (Global Benchmarking)
  ??????????????????????????????????????
  ??????????????????????????????????????????????????
  

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• Identify management practice, work process, or
  result to be improved
• Analyze practice, flowchart process, indicators
• Measure own performance
• Identify benchmarking partners

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• Determine data collection method
• Collect data
• Determine performance gap
• Project future performance
• Develop action plan
• Monitor results
• Repeat process

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????? Benchmarking

• ????????????? ????????????????? ???????
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• ????? Benchmarking ?????????????
  ????????????????????????????????????? -
  ??????????????????????????????????????????????????
  ?????????????? ????????????????? Best Practice
  ????????????????????? ? ?????????????????????????
  ???????

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What to benchmark?

• policies, practices, philosophies and performance
  against high-performing organizations anywhere in
  the world.

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What to benchmark?

• Alex Byrne Council of Australian University
  Librarian
• A) Client satisfaction
• B) Document delivery
• C) Availability of sought materials

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What to benchmark?

• ??????????????????????????????????????
• ???????????????????????????

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Henczel (2003)

• Critical success factors for success
• Processes that are currently causing trouble
• Processes that are important to customers and
  which are not performing up to expectations
• Areas where the competitive pressures are
  impacting the most

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• Processes that have the greatest potential for
  differentiating from competition
• Processes that are not in transition

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Gohlke (1997)

• Library resources
• Number of books
• Number of journals
• Number of books circulated
• Quantity of materials bought
• Number of items checked out

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• Library process
• Reference service
• Online searching service
• Interlibrary loan
• Circulation service
• Shelving/reshelving procedure
• Collection development

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• ??????????????????????????????????????????????????
  ?????????????????
• ??????????????????????????????????????????????????
  ?????? Benchmarking ???????????????????????
• ?????????????????????????? ??????????????????????
  ?????????????????????????

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???????????????????????????????? benchmarking

• Benchmarking reference desk service in academic
  health science libraries a preliminary survey
• Management by fact Benchmarking university IT
  services
• Benchmarking for quality library services

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NPC Benchmarking Model
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