The National Benchmarking Database

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Presentation transcript:

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? 50 Mean Standard deviation 68% of cases

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 Last year -1 1.64 standard deviations covers 90% of the data 3.82 x 1.64 = 6.3 69 + 6.3 = 75.3 Giving 5% of all companies as excellent Std = 3.82 Mean = 69 N = 82 Last Time 3.99 x 1.64 = 6.5 68.7 + 6.5 = 75.2 Giving 4/90 companies as excellent Standard deviation 1.64 Mean 68.7 N = 90

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 The most consistent The least consistent Customer satisfaction improvement Customer research

Breakdown of Accreditations by Sector

Differences are NOT statistically significant Comparison by Sector

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

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

All differences are statistically significant New to Continuing

Continuous Improvement All differences are statistically significant Continuous Improvement

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.