Companies are always trying to compare their products and services against their competitors and industry. Our slides focus on providing practical, actionable information on the the industry benchmarking process and how participating in a industry benchmarking program can instantly benefit your company.

1. Better decisions through Benchmarking
Presented by
Jean Mork Bredeson, President
SERVICE 800

2. • Introduction
Today’s • Benchmarks:
Agenda – What are they?
– Are they any good?
• Why even bother
• Challenges / misconceptions
• How Benchmarks save you money
• Questions

3. Benchmarking

4. • Coined by cobblers
Benchmarks
defined • Benchmarking is the process of
comparing one's business processes
and performance metrics to industry
bests and/or best practices from other
industries.
• Learning by comparing oneself to the
quality, time elements and costs of
others can lead to doing things better,
faster, and cheaper.

5. • Philosophical
Benchmarks: • Validated
variations
• Internal benchmarks
• External benchmarks
• Industry standards

6. • Fully disclosed methodology
Benchmarks: • Objective / non-influenced data
valid or not? • Each element statistically tested
• “To Peer or Not to Peer”, that is the
question..
• Participation, cookies and
compartmentalizing
• Cross-industry

7. Benchmarks:
the simplest
application

8. When you
measure
customer
satisfaction
you might
see your
results like
this.

9. As a manager,
how’d you
react to this?
Response
Time needs
improvement..

10. But with
visibility to
Benchmarks,
you see it’s
Tech Ability
that needs
attention..

11. How hard do
you have to
work to be
Best in
Class?

12. Case #1 –
benchmark
technicians on
product skills
$35,000 saved
through
selective
training

13. Case #2 – use
global
benchmarks to
set reasonable
goals
CSAT grew 4%
YOY

14. Case #3 –
benchmark
partners and
reward process
improvement
(PFP)
FTF improved
by 12%, parts
used dropped

15. Case #4 –
benchmark
Customer
Loyalty
Revenue
increased by
4%

16. • Make certain your own metrics are
How to accurate
progress • Make certain you understand the
benchmark you’d like to apply
• Compare
• Adjust/revise/improve
• Compare again
• Adjust/revise/improve
• Compare again
• ..and again

17. Benchmarks, even highly accurate
benchmarks are just tools.
Benchmarks Benchmarks (tools) do not make
decisions, managers make
decisions.
Benchmarks give you insight and make
you smarter. Understand what they
have to offer, and apply their
knowledge within their context.
Make better decisions..

18. Any questions that we are unable to
get to can be directed to Allen
Questions.. Bredeson at allen@service800.com.
SERVICE 800’s next Webinar will be
in June on whether companies
should conduct CSAT surveys
internally or should outsource to a
3rd party vendor