From simple question: what can we do benchmarking?, Emerging critical success factors, which are based on aspects which we will make the comparison. It is vital identification and clearly establish a scale to carry out the different comparisons.
is necessary to understand that one of the goals is to define the Critical Success Factors as clear as possible.
is necessary to understand that one of the goals is to define the Critical Success Factors as clear as possible.
Xerox suggests asking the following questions to identify Critical Success Factors:
- What is the most critical success factor for my job / company?
- What factors are causing the biggest problem (for example, failing to meet expectations)?
- What products are provided to customers and what services they provide?
- What factors account for customer satisfaction?
- What specific problems (operational) have been identified in the company?
- Where are located the competitive pressures they feel in the company?
- What are the increased costs of the company?
- What functions represent the largest percentage of costs?
- What roles have the greatest room for improvement?
- What functions have more influence to differentiate the company from competitors in the market?
Critical Success Factors can be defined with varying degrees of specificity:
- Level 1. defines a broad area or topic for research, which can range from a department to a function of the organization. The issue is often too large to put under any type of measurement. Example: invoicing, purchasing, corrective action procedures, levels of customer satisfaction, marketing, promotions.
- Level 2. defines a more specific area of \u200b\u200binvestigation with respect to level 1, is often determined by some type of aggregate measures, such as the number of customer complaints, the number of promotions per time period, levels average salary, the number of billing errors.
- Level 3. is the most specific and occurs when some action or description of specific processes enable the benchmarking partner to produce comparable information to their own. Examples
Market Share:
- in units.
- in monetary value.
- Return on sales.
- Return on assets.
- Return on equity.
- -Market share by segment.
- percentage cost of sales.
- unit purchase cost.
- annual purchasing volume.
- exchange rates.
- freight costs.
- Quality.
Direct Workforce:
- Cost Percentage sales.
- labor costs divided by department.
- Hourly Earnings. Average
- work hours per week.
- Overtime.
- overtime rate.
- Productivity per unit (units produced per man-hour). income
- Productivity (revenue per product and per person / hour).
- Demographics (age, education, etc..).
- overall costs as a percentage sales.
- labor costs by function.
- Administration of direct force.
- wage levels.
- Benefits.
- exchange rates. Productivity
- unit.
- Demographics.
- basic R & D costs
- time developing new products.
- existing product enhancements.
- reduction Design costs.
- Cost as a percentage of sales. Costs
- distributed organization.
- wage levels.
- bonus plans.
- benefit plans.
- training costs as a percentage of sales.
- Cost of bad debt as a percentage of sales.
- Global Asset Turnover.
- Fixed Asset Turnover.
- annual lease costs.
- maintenance costs.
- inventory turnover.
- Age of accounts payable.
- capital costs.
- Design styles. Price
- pricing strategies.
- Accessories, warranties, service support.
- Type and volume of customer complaints.
- assistance available.
- response time.
- average repair time.
- Timing of delivery.
- professional quality customer contact personnel.
- requisitioning processes.
Product Quality:
- Production Rate.
- repair costs.
- Average product shelf life.
- Methodology quality.
- public recognition. Penetration
- advertising.
- Using media.
- advertising investment.
- promotional activity.
- customer reaction to the positioning of image advertising.
- Decisions to buy or manufacture.
- levels of expertise of the plant. Machinery used
- in production.
- Levels of training of the workforce.
- workspace structure.
- levels of automation.
- Canales.
- territorial configuration.
- exclusive distribution or otherwise.
- size.
- experience level.
- performance levels
- Investment systems.
- Technology applications.
- activity and recruitment.
- remuneration policies.
- Policy benefits.
- training activities.
- recognition system.
- non-discriminatory policies.
- service programs to the community.
- Communication policies.
- Health and safety.
- financial policy.
- social perception.
- Strategies and tax policies.
- debt policy.
- dividend policies
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