Скачать презентацию The National Benchmarking Database 2010 11 Professor Andrew Lockwood Скачать презентацию The National Benchmarking Database 2010 11 Professor Andrew Lockwood

4da06e4618a3cfad51054ca8e441d35d.ppt

  • Количество слайдов: 23

The National Benchmarking Database 2010/11 Professor Andrew Lockwood Forte Professor of Management 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 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 What is normal? Mean Standard deviation 68% of cases 50

Overall Scores 1. 64 standard deviations covers 90% of the data 5. 095 x 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 The Overall Picture

Highlights • The highest averages – Operational Planning and Standards of Performance • The 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 Breakdown of Accreditations by Sector

Comparison by Sector Differences are NOT statistically significant Comparison by Sector Differences are NOT statistically significant

Summary by Sector • Above average – Meetings and conferences > but … – 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 Research

Customer Promise Customer Promise

Business Planning Business Planning

Operational Planning and Standards of Performance Operational Planning and Standards of Performance

Resources Resources

Training and Development Training and Development

Service Delivery Service Delivery

Service Recovery Service Recovery

Customer Satisfaction Improvement Customer Satisfaction Improvement

Overall Percentage Score Overall Percentage Score

Differences are NOT statistically significant Year on Year Comparison Differences are NOT statistically significant Year on Year Comparison

All differences are statistically significant New to Continuing All differences are statistically significant New to Continuing

Continuous Improvement All differences are statistically significant Continuous Improvement All differences are statistically significant

To conclude • Very reliable data for analysis • Companies who continue in the 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.