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Performance Measurement and Benchmarking Consortium David Parkes Staffordshire University  [email_address]
‘ Performance Measurement and Benchmarking Consortium’ ,[object Object],[object Object],[object Object],[object Object]
Benchmarking Consortium ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Outcomes and Benefits Provide Comparative Data to support decision making and a process of continual improvement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
“ Companies have defined so much ‘best practice’ that they are now more or less identical.” Jesper Kunde, Unique Now or Never library.thinkquest.org/28599/cloning_extra.htm   Those who benchmark do not have to reinvent the wheel  - Parker 1996
http://www.newegear.com/wp-content/uploads/2007/06/apple_store.jpg http://farm1.static.flickr.com/184/387347194_424bc95559.jpg http://www.flickr.com/photos/kazze/15926733/
Help Desks ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],http://clogwork.blogspot.com/2007/04/mister-helpdesk.html
Enquiry logging forms Environmental data Exit interviews Smiley face questionnaires Mystery shoppers Behavioural studies Interviews with staff
 
 
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Benchmarking Presentation at Birkbeck