Last week Recreational Services NZ, a Professional Advantage customer, presented at the Gartner BPM Summit in Sydney.
Recreational Services have continued to win accolades for their business excellence: from the NZ Business Award winner in 2009, to recognition by Professional Advantage as winner of its Business Improvement Awards in 2012, and now recognition by independent authority, Gartner, the world’s leading information technology research and advisory company.
Recreational Services started a journey of process improvement in 2009 and since then have delivered year on year growth and improved across all its key performance indicators from increasing staff engagement, reductions in staff turnover, to increasing quality and customer satisfaction. Keitha Turner delivered a strong message from the Gartner podium of the cultural, organisational, system and process initiatives that continue to make them successful.
I thought it would good to share these insights over a number of separate posts.
Today’s post is on the value of benchmarking. Find and measure against a reputable bench mark. For Recreational Services this helped verify its strengths and weaknesses in terms of business excellence and then helped the organisation target a program of change to address these gaps, indeed make this its competitive strength.
Recreational Services had always sought external verification of its performance and in 2009 entered the NZ Business Excellence Awards. The business underwent a stringent judging process, assessed against a criteria aligned to international best practice, which included a comprehensive business practice evaluation and an on-site assessment. Recreational Services received a strong score of 69% from the award committee, against an average of 25% for New Zealand companies, confirming Recreational Services as a top performer. However the result also revealed a surprising gap in the areas of operational focus, work systems and processes. Recreational Services had thought this would be an area of strength. This revelation was the catalyst for a string of initiatives, a series of process focused business reviews, the identification of XMPro as a process management platform, and the establishment of its Continuous Improvements Programs (CIPS).
You can read the full Recreational Services case study here. You can read more about Professional Advantage and XMPro here. Please note, this post is not an endorsement of any particular benchmark methodology.