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BENCHMARKINGBenchmarking is a topic of general interest in quality management.Benchmarking has reached widespread diffusion and is now considered as one of the most powerful tools for promoting process improvements and re-engineering in many prominent organizations.Benchmarking is a popular method for developing requirements and setting goals.

What is BenchmarkingBenchmarking is the continuous, systematic process of measuring ones output and/or work processes against the toughest competitors or those recognized best in the Industry (Camp 1989)A method for finding how to improve processes quickly by learning from others dealing with similar issues ( Cortada 1995)


Best practices - This is a benchmark report where companies choose to look at a company or companies that they aspire to be like. By choosing companies that are on the leading edge of the industry, they can identify best practices that help improve their own company.Peer benchmarking - This is a benchmark report where companies choose to look at other businesses very similar to themselves. This allows companies to make sure they are staying competitive with similar businesses.

ContinuedSWOT - This is a type of benchmarking report where companies gather data by looking at strengths, weaknesses, opportunities, and threats to help understand their climate.Collaborative benchmarking/Group benchmarking - This is benchmarking as a part of a group. Many industries have associations they can join e.g., The Association of Information Technology Professionals, and The National Education Association. These collaborative associations allow for members to provide information to the association. The association can then provide benchmarking and best practice reports for the membership.

ADVANTAGES of BenchmarkingHelps organisations understand strengths and weaknesses Helps better satisfy the customers needs by establishing new standards and goalsMotivates employees to reach new standards and to be keen on new developmentsDocuments reasons as to why these differences existHelps organisations improve their competitive advantage Is a cost-effective and time-efficient way of establishing a pool of innovative ideas

DisadvantagesWhat is best for some one else may not suit youPoorly defines benchmarks may lead to wasted effort & meaningless resultsIncorrect comparisonReluctance to share information


The ING Group is a Dutch multinational banking and financial services corporation headquartered in AmsterdamIts primary businesses are retail banking, direct banking, commercial banking, investment banking, asset management, and insurance services. According to the "Fortune Global 500" in 2012, ING was the world's largest banking/financial services and insurance conglomerate by revenue with gross receipts exceeding $150 billion per annum; overall,ING provides a series of internships and assists with student loans to the accepted students

BENCHMARKING OF ING GROUPAmong the notable ING standards are. the telephone must be picked up within two rings 98.5% of the timecalls through the operator must be transferred to the appropriate party within 21 secondsrequests from regular customers for an increase in credit line must be answered within 30 minutes, and within 15 minutes for special or "platinum" customers requests for changes in customer addresses must be processed within one dayrewards each employee a $1,000 bonus at the end of the year if he or she can hit the 98.5% target every single day


INTRODUCTION OF BRITISH AIRWAYSFull service global airline, offering year-round low fares Flag carrier airline of the United KingdomFounded in 1924 as Imperial Airways, and operated under that name until 19351939, the airline was nationalized to form the British Overseas Airways Corporation (BOAC)1972, BOAC and BEA were combined under the British Airways BoardCompany slogan - To Fly. To Serve.

The first airline to win Government approval launch of the Department for Energy and Climate Change new Carbon Offsetting Quality Assurance SchemeIt will guarantee environmental targets are met, and minimize costs to passengers.Encourage our customers and suppliers to act responsibly.Cabin crews are trained 1200 hoursComputer Base Learning, Library facilities, Audio and Video based learning designed to management staffsListen to customers feedbacksTo extend greater services, eg. One World, American Airline, City Flyers



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