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OCR for page 79
Chapter 4: Steps of Customer-Driven Benchmarking STEP 1. SELECT PARTNERS The first step of the benchmarking program is to select the group of benchmarking partners you will be working with. There are some preliminary activities you will have to go through to become internally organized. Indeed, one of your options is to perform customer-driven benchmarking on internal units. However, in this guide, benchmarking partners means external organizations. You must first assemble a team that will guide the internal organization and coordinate with the benchmarking partners that you select. Review the material on selecting a team in Chapter 2, and establish your team. Once assembled, your team should review the Primer document (included with this guide) and discuss what your organization hopes to gain from customer-driven benchmarking. Make the first assignment, which is to have each team member thoroughly study Chapters 1 through 3 of this guide and review Steps 1 and 2 of Chapter 4 before a second meeting. At the second meeting, you will want to ensure that each team member is clear about what your agency needs to do to effectively lead or participate with other partners. All questions of team members need to be answered before continuing. At this meeting, you should also establish the preliminary goals for customer-driven benchmarking in your agency. You should discuss potential partners and, after reading about selecting partners, make assignments to contact targeted agencies as potential partners. At this point in time, your agency may not have previously defined maintenance work in terms of customer products or services and you may not be certain as to what organizational level you will want to benchmark. However, you should have a general idea of the primary maintenance elements or assets that you are interested in improving. The same will be true for agencies that you contact regarding forming a partnership. Each agency will not necessarily know, at this time, at what organizational level they desire to or can benchmark; however, they should have a preliminary idea of the level and the number 82

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of benchmarking units that they can offer for benchmarking to the partnership (see Worksheet 1). Once you have established a group of potential partners and a prospective lead partner among the group, you should create a more formal agreement before proceeding. Review Appendix A and the content for a partnership agreement in Chapter 2 and then establish an agreement with the partners. Each partner will need to complete Worksheet 1 and circulate it to the lead agency, which will share it with each of the partners. This worksheet is to identify the potential benchmarking units for each partner. This list may be altered later after the partners have determined what measures to use and what product or services they wish to benchmark first. Each potential benchmarking partner should use Worksheet 1 to identify its potential benchmarking units and their characteristics. At the top of the page enter the following: The name of the organization that is a benchmarking partner, An identification code for the benchmarking partner, The number of benchmarking subunits, The organizational level of the subunits that will be participating in the benchmarking activity, Whether this partner has entered into an oral or written benchmarking agreement, and The benchmarking agreement number. In the left two columns enter the number and the name of each subunit. In the remaining columns to the right, for each subunit provide the following information: Lane miles; Number of employees; Budget (maintenance) in thousands of dollars; Terrain (F = flat, H = hilly, M = mountainous); and Weather/environmental region. USE MORE THAN ONE WORKSHEET IF NECESSARY. 83

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Chapter 4: Steps of Customer-Driven Benchmarking WORKSHEET 1. BENCHMARKING UNITS OF EACH PARTNER Name of Benchmarking Partner: Department of Transportation Identifica tion Code: 00031 Number of Benchmarking Units: 13 Organizational Level of Benchmarking Units: County Benchmarking Agreement # : B1234567 Name of No. of Budget Terrain Weather/ No. Lane Miles Benchmarking Unit Employees ($000s) (F,H,M) Env. Region 1. Jefferson 325 40 900 F Wet 2. Polk 567 62 1500 F Wet 3. Washington 1789 167 4500 F Wet 4. Hamilton 456 50 1200 F Wet 5. Adams 234 30 600 H Snow 6. Roosevelt 748 80 2100 F Wet 7. Truman 2788 201 6200 F Wet 8. Clinton 980 89 3100 H Wet 9. Jackson 654 56 1800 F Wet 10. Eisenhower 401 44 1200 F Wet 11. Lincoln 777 68 2100 M Snow 12. Nixon 903 88 2600 H Wet 13. Buchanan 1123 103 3300 F Wet 84