question 2 Benchmarking is an approach that some companies use to compare their
ID: 392611 • Letter: Q
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question 2
Benchmarking is an approach that some companies use to compare their operations with those of other companies (preferably the bestin the world). It is partly concerned with being able to jugde how well an operation is doing. Benchmarking involves selecting a demonstrated standard of products, services, costs or practices that represent the very best performance for processes or activities very similar to your own.
2.1. select an organisation that you are familiar with and conduct a benchmarking excercise.
2.2. process charts use a range of symbols to map out a process. the information below is a process for the application for a new identity document at the department of home affairs. construt a process chart for the existing process.
process description distance in meters time in minutes 1 enter building and move to enquiry counter 15 3 2 wait in queue 45 3 make enquiries 5 4 collect forms 2 5 complete forms and check if correct 20 10 6 go to counter 7 queue 30 5 7 wait in queue 40 8 Hand form to attendant 1 9 attendant captures information onto computer 5 10 document is printed and reference number inserted 40 11 check spelling of name, address and contact numbers on documenrt 4 12 move to cashiers 20 5 13 wait in queues 30 14 pay cashier 5 15 collect receipt, check and put into wallet 3 16 exit building 10 2Explanation / Answer
In this case study, we have bench market CUNY to understand the process flow. Here all the parameters are compared as what is the "real time" and what is the "expected time" as per the Bench Mark standards. In the question brief, it is mentioned that, we choose the best in the industry as the standard Bench mark parameter to compare the performance of the organization.
Few of the parameters, in the above case study meet the bench mark index, while few others need to be improved. Wherever there is a wide difference as compared to the bench mark index, there is a need for immediate course correction. For Eg:- waiting in queue--- students should be waiting for about 30 to 40 minutes in queue just to collect form or deposit fee.
The "Observation" and "Remark" colums are provided to record the data for process improvement.
Process Descirption Distance in Meters time in Minutes Bench Marking (CUNY) observation Remark 1 enter building & move to enqiury counter 15 3 3 2 wait in queue 45 10 Improvement needed 3 make enquries 5 3 Improvement needed 4 collect forms 2 2 5 complete forms & check if correct 20 10 10 6 go to counter 7 queue 30 5 5 7 wait in queue 40 10 Improvement needed 8 Hand form to attendent 1 1 9 attendent captures information onto computer 5 5 10 document is printed & reference number inserted 40 10 Improvement needed 11 check spelling of name, address & contact numbers on documents 4 5 12 move to cashiers 5 5 13 wait in queues 30 7 Improvement needed 14 pay cashier 5 5 15 collect receipt, check & put into wallet 3 3 16 exit building 10 2 2Related Questions
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