Benchmarking Partnerships

Proposal

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CUSTOMER CENTRICITY & VASTLY IMPROVED RESULTS THROUGH
PEOPLE ENGAGEMENT
BEST PRACTICE HOW TO’s CONSORTIUM

GBN (Global Benchmarking Network) is a network of benchmarking competency centres in 20 countries, which promotes and applies that knowledge, enhances its communication, offers expert support, establishes ethical and protocol expectations, for Affiliates and their members, to demonstrate significant business results. Benchmarking Partnerships is a Board Member of the GBN

Key Question – how have best practice organisations / societies been able to achieve large and rapid improvements in their KPI results by engaging their people to provide passionate service excellence and sustain it?

This concept proposal follows discussions held at the last Global Benchmarking Network (GBN) Annual General Meeting in Dubai. We have developed this concept proposal using the GBN template.
                        
1. Name of Project Leader

Name – Bruce Searles, Managing Partner, Managing Partner, Benchmarking Partnerships, Australlia
 Email Bruce Searles     Telephone – +61 418 267 794

2. Project Title – Customer Centricity & Vastly Improved Results through People Engagement

3. Other Participating GBN Members

There is a project team from UK, Russia, Germany, USA and NZ. The aim is to coordinate all GBN Members across over 20 countries to provide best practices through their customers.

4. Justification

The Project Leader to:

  • Carry out the initial research and report
  • Seek sponsorship
  • Coordinate inputs from GBN members and their customers
  • Carry out the detailed research looking for innovative “out of the box” practices as required by the scope
  • Research innovative knowledge sources for benchmarking
  • Report to GBN Board, the Sponsors and GBN Members

5. Benefits for Sponsors

  • New Compendium on this vital topic for the business community
  • Innovative “out-of the-box” practices aimed for
  • The benchmarking will extend into new fields - the knowledge sources will go beyond traditional (organizational) sources and extend into societies, psychology (eg positive emotional intelligence) and high tech knowledge sources
  • Report ready for finalization for publication – all technical content included. Report will include innovative best practices regarding customer centricity as well as a section on innovative best practice knowledge sources
  • Promotion of the findings will benefit the sponsor name
  • Will provide knowledge for future GBN (if agreed) and Benchmarking Partnerships conferences again benefiting the sponsor
  • Sponsors to receive the following:
    – benefit of report for 6 months prior to any public release of the information
    – sponsor logo  to appear on the report and in any public information released – if they wish
    – sponsor to be able to set the scope of the project ie what the project will cover to suit their specific learning needs
  • Contributors to the report to receive a confidential copy at the same time as the sponsor. The contribution must be substantive and included in the report.

Project Description

Key Question – how have organisations / societies been able to achieve large and rapid improvements in their KPI results by engaging their people to provide passionate service excellence and sustain it?

7. Scope – Out of the Box best practices to answer the above question.

Problem Solving – what are the new technologies, new out of the box thinking and methods to get there – beyond best practices, new galaxies, the jungle, Fiji, Semco. Where would be look for innovations and pushing of the envelope – what are analogous attraction methods that will work eg social networks. Consider the Y-Gen next Gen.  Adaption not adoption. The focus is on the culture change and people (not process re-engineering per se) aimed at achieving vastly improved outcomes such as:

  1. Cycle time reduction
  2. Reduced rework
  3. Getting Right First Time
  4. Customer retention
  5. Customer Satisfaction Improvement
  6. People Morale / Satisfaction Improvement
  7. Employee retention

8. Process

  1. Desktop research to identify key characteristics of customer centricity and summary best practices – late July 2008
  2. Development of a draft customer centricity survey based on characteristics – August 2008
  3. Workshop/meeting with Sponsors to share initial findings and finalise survey – September 2008
  4. Survey distributed worldwide through GBN and in particular to organisations already identified as potential partners in 1 above- October 2008
  5. Report and Results from survey provides a shortlist of companies (these are followed up by telephone to ensure they are willing to share and have exceptional practices) – November 2008
  6. Final list of companies to visit are agreed with Sponsors – December 2008
  7. Visits arranged and undertaken and attended by Sponsors and GBN Representative (GBN write up minutes/notes) – February / March 2009
  8. Best practice report produced by GBN that captures information from visits + desk top research – for Sponsors and GBN Members only – April / May 2009
  9. GBN to publish report after agreed time period from sponsors – say late 2009

9. Investment by Sponsors (you can choose to invest in A, B, C or D below, all 4 stages or any combination of stages.

  1. Steps 1 to 5 of Process above – $9,500. Divided amongst up to 5 sponsors – minimum $2,500 AUD per sponsor.
  2. Steps 6 and 7 –$9,500 AUD for arrangement of and facilitation site visits - minimum $2,500 AUD per Sponsor. Travel costs extra.
  3. Step 8 – $14,500 AUD for seek and prepare detailed report of Best Practices from organisations selected by the Sponsors (What they do, How they do it, How well they do it, How they Know How Well they do it and What they plan to do next) including tools and templates used - Divided amongst up to 5 Sponsors – minimum $3,500 AUD per Sponsor.
  4. Step 9 – Benchmarking Partnerships own cost

We trust our outline proposal meets your needs and we look forward to your expression of interest and to working with you.

Expression of Interest Form

CUSTOMER CENTRICITY & VASTLY IMPROVED RESULTS THROUGH PEOPLE ENGAGEMENT
BEST PRACTICE HOW TO’s CONSORTIUM

 
Organisation:
First Name: Position:
Last Name:    
E-Mail:
Address: City:
State/P.Code: Country:
Telephone:


Fax:
    My organisation may be interested in Sponsoring this Benchmarking Project (please send me the initial complimentary “Whet the Appetite Research Report”) and -
    We are interested in the following sponsorship opportunities (please tick):
    Steps 1 to 5 of Process above: - $9,500. Divided amongst up to 5 sponsors – minimum $2,500 AUD per sponsor.
    B. Steps 6 and 7 - $9,500 AUD for arrangement of and facilitation site visits - minimum $2,500 AUD per Sponsor. Travel costs extra.
    C. Step 8 – $14,500 AUD for seek and prepare detailed report of Best Practices from organisations selected by the Sponsors (What they do, How they do it, How well they do it, How they Know How Well they do it and What they plan to do next) including tools and templates used - Divided amongst up to 5 Sponsors – minimum $3,500 AUD per Sponsor.
Please advise your key learning needs for this Benchmarking Topic:
   
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