Page 601 - Handbook of Modern Telecommunications

4-132 CRC Handbook of Modern Telecommunications, Second Edition

Benchmarking can be applied throughout the Business Integration Methodology. Typically, the most
useful comparisons are made during the planning phase, and the early stages of delivering (capability anal-
ysis). As mentioned before, benchmarking can be a very time consuming task and whether it is appropriate
to do a rigorous benchmarking during the above phases must be determined based on time availability.
Inputs to benchmarking include:

• Industry-specific background information:
• Literature searches
• Annual reports
• Government reports
• Originator company:
• Internal interviews
• Internal data
• Benchmark participants:
• Interviews, questionnaires
• Site visits
• Other benchmarking studies:
• General industry studies, environmental scans (e.g., accounting firms/other consulting
companies)
• Other benchmarking/industry ranking studies
• Industry case studies
• Information in wikis and blogs:
• Previous presentations
• In-house interviews
• Case studies
Outputs from benchmarking include:
• Presentation:
• Diagnostic; where the originator stands; correlation with industry
• Conclusions that can be drawn from best practices:
− Best processes
− Best customer service
− Best quality
− Empower teams, etc.
• Next steps—areas for improvement, changes to future strategy
• Competitor results:
• Release generic (no names) diagnostic, highlighting participants positions for comparison
to industry’s “best”
4.7.1.7 Applicability of Benchmarks

The search for best practices can be mapped against two dimensions—process and industry. This pro-
vides a framework for determining the focus of benchmarking and the expected level of improvement
(see information below).

4.7.1.7.1 Same Process, Same Industry
This provides a basis for direct comparison, especially with direct competitors. Therefore, the results of
such a benchmarking exercise can be very valuable and directly applicable. However, in order to main-
tain competitive advantage, competitors may be reluctant to participate in such exercises and therefore
it may be very difficult to get accurate and relevant data.