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Continuous Improvement & Benchmarking Identify what to Benchmark - Assessment

Please print these two pages and complete the following blocks. When you have finished,submit these two pages and your Record of satisfactory CIB learning to your Facilitator for their assessment and endorsement.

You and your team have now completed the Analyze phase of your CIB project. Your team isnow considering the benefits of Benchmarking a selection of issues so that you can see how

other organizations are dealing with the same issues. Your first task is to list all of thepossible issues that you consider may be candidate topics for Benchmarking.

In the following box, list the possible sources of information, that these issues may be sourcedfrom; for example, one of the sources would be the Customer survey. What are the other possible sources ?

Sources of information to select Benchmarking topics

1 Customer survey

2

3

4

5

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Continuous Improvement & Benchmarking The service that your CIB team has just analyzed is the Solid waste collection service. This service collects solid waste from every residence in the City twicea week, and from every commercial business once a day. The following topics have been identified, and your task now is to score these topics against theselection criteria. Please review the topics in the first column, and write your assessment score between 5 and 1, in the adjacent columns.

Topic selection for Solid Waste collection Benchmarking study

Topic: process/ poor performance/ problem Can be clearlydefined andarticulated

5-1

Is significant andaffects themajority of 

customers or our costs

5-1

Not highlyconfidential or 

not of acommercially

sensitive nature

5-1

Small scopeand can bedealt with

inside a fewweeks

5-1.

Aggregatescore

1 Our collection trucks have very low reliability and availability, and we have analyzed theroot cause to be, that insufficient spare parts are carried in stock

2 There are some complaints about the service from a number of residents

3 We employ a few older men in the collection process, and we are concerned that someof them may be working too hard and could suffer work related injuries. What can we dowith these older employees ?

4 We have evidence of waste dumping by some residents, and last year we prosecuted50 people; should we be prosecuting more people ?

5 The total cost of our waste collection service is $100 per house per year, and we thinkthis cost is too high; we need a comparable cost to see whether or not this is so.

6 We do provide a solid waste education program that is deployed in all junior schools; weare unsure if this is sufficient to train the general public in responsible waste disposal

Name:………………………….…………………………. Date submitted for assessment:………………… 

124055005.doc Created: 17-Nov-04 Revised: 14-Mar-05 © 2004 ADB Inst itute 2 o f 3

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Continuous Improvement & Benchmarking Disclaimer: The views expressed in this Toolkit are the views of the authors and do not necessarily reflect the views or policies of the Asian Development Bank (ADB) or AsianDevelopment Bank Institute (ADBI), or their Board of Directors, or the governments they represent. ADB and ADBI do not guarantee the accuracy of the data included in thisCD-ROM and accepts no responsibility for any consequences of their use. Terminology used may not necessarily be consistent with ADB official terms.

124055005.doc Created: 17-Nov-04 Revised: 14-Mar-05 © 2004 ADB Inst itute 3 o f 3