The National Benchmarking Database 2010/11 Professor Andrew Lockwood Forte Professor of Management
Introduction • Recent introduction of the nine step standard – Operational planning and standards merged – Service recovery weighting reduced • Number of accreditations this year slightly down so less reliable analysis? • Analysis of new v. continuing and up to eight year on year comparisons • Are any differences ‘statistically significant’? • Where is excellence?
What is normal? Mean Standard deviation 68% of cases 50
Overall Scores 1. 64 standard deviations covers 90% of the data 5. 095 x 1. 64 = 8. 4 70. 1 + 8. 4 = 78. 5 Giving 2 out of 49 companies as excellent
The Overall Picture
Highlights • The highest averages – Operational Planning and Standards of Performance • The lowest averages – Service Delivery – Customer Satisfaction Improvement • The highest – Service Delivery – Customer Promise – Customer Research – Business Planning • The lowest – Service Delivery – Customer Research • The most consistent – Service Delivery • The least consistent – Customer satisfaction improvement – Customer research
Breakdown of Accreditations by Sector
Comparison by Sector Differences are NOT statistically significant
Summary by Sector • Above average – Meetings and conferences > but … – Foodservice > • Average – Colleges and Universities > • Below average – Hotels > – Health Care v • But the differences are not statistically significant but still interesting. . .
Customer Research
Customer Promise
Business Planning
Operational Planning and Standards of Performance
Resources
Training and Development
Service Delivery
Service Recovery
Customer Satisfaction Improvement
Overall Percentage Score
Differences are NOT statistically significant Year on Year Comparison
All differences are statistically significant New to Continuing
Continuous Improvement All differences are statistically significant
To conclude • Very reliable data for analysis • Companies who continue in the scheme get better time after time • But there is still room for improvement • Service delivery is just hard to do? • All the businesses in HA are excellent businesses • … some are still better than others.
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