Guide for Customer-Driven Benchmarking of Maintenance Activities (2004) / Chapter Skim
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Appendix A - Draft Benchmarking Agreement
Appendix A - Draft Benchmarking Agreement
Pages 182-184
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From page 182... ...
I Objective and Goals The objective of this benchmarking partnership is to continuously improve through periodic measurement customer satisfaction, observable customer-oriented outcomes, and the value customers of highway maintenance receive by measuring performance of organizations in this benchmarking partnership, by identifying best performances, by identifying improvement opportunities, and by assessing and adopting best practices.
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From page 183... ...
The documentation will include, but not be limited to, the following: • Sources of data on outputs, inputs, and external factors; • Information on the reliability, accuracy, and repeatability of data and measurements; • Raw and reduced data from systems that provide the data for benchmarking; • Description of work methods that may exist; • Existing procedural manuals; • Business process flow charts prepared according to conventions agreed upon by the benchmarking partners; • Training, education, and experience levels of labor; • Vendor information regarding materials and equipment used; and • Costs (variable and overhead) (Note: some organizations may not be willing to provide cost data, and the benchmarking agreement should provide the flexibility not to do so)
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From page 184... ...
No partner will release results to the public regarding the performance of other partners unless the partners to which the information pertains agree in writing. Partners agree to the following in order to ensure the security of information developed: List.
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