Benchmarking Canada - a unique approach Diverse industry verticals club focused on process benchmarking for innovative step-change improvement

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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

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Benchmarking apples and oranges?

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Turnaround time

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Moving inventory to customers

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Visual management screens

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Typical benchmarking approaches
• Metric
• Process
• 1-2-1, 1-2-many, many-2-many, many-2-1
• Same industry
• Cross industry

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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

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Metric benchmarking challenges
• Company A 85% CS
• Company B 85% CS
• Company A CS
• Company B CS

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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

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Benchmarking Canada case study
• Benchmarking club members:
 Bank
 Travel services
 Hotel
 Logistics
 Airline catering
 Gas shipping
 Fertilizer plant
 Information technology

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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

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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)

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Benchmarking Canada specifics
• 5-12 organizations
• Top level sponsorship
• 3-month cycle per process
• Playback to consortia members
• Implementation by individual organizations

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Benchmarking Canada benefits
• Innovation
• Out-of-the-box thinking
• Learning
• Networking
• Cost saving

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Benchmarking apples to apples

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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: info@hashtagsolutions.net
LinkedIn: http://ca.linkedin.com/in/zillayahmed/
Tele: 416.939.4198