1 Perform! Benchmark™ - OVERVIEW & DATA CAPTURE INFORMATION Current State Benchmarking & Best Practices Analysis Tool for the Public Sector

© 2007 Perform! World Limited All rights reserved. Is your organisation under pressure to cut costs without impacting the delivery of front-line services?

© 2007 Perform! World Limited All rights reserved. Cut front-line service provision? Improve productivity in support services like Finance and HR to save money to redeploy to front-line services? OR

© 2007 Perform! World Limited All rights reserved. 3 Steps to Operational Excellence Step 1 Perform! Benchmark Understanding Current State Performance Quantifies the Opportunity Step 2 Perform! Diagnostic Detailed Analysis Builds an Action Plan for Change Step 3 Perform! Operational Measurement System Ongoing Performance Measurement Drives Continuous Improvement

© 2007 Perform! World Limited All rights reserved. Perform! Benchmark™Solution 5 Benchmark Graphical Output Indicating an organisation’s positioning vs. average & world- class performance and levels of best practices deployed. Identifies performance gaps & issues and actions that need to be addressed. Do you wish to benchmark your organisation’s performance versus average and world class to understand your relative positioning? YES Perform! Benchmark™ Benchmarking & Best Practice Assessment Tool focused on the key performance measures that really matter.

© 2007 Perform! World Limited All rights reserved. Perform! Benchmark™ Key Features Quick to Complete Focuses on the Metrics that Matter Analyses Best Practices Deployed Assesses Key Operational Issues Integration Levels & Enabling Technologies Used Comparisons vs. Average & World-Class performance Individual Results Remain Private to Each Participant

© 2007 Perform! World Limited All rights reserved. Perform! Benchmark™ Human Resources Finance Procurement Frontline Services Benchmarking Tools Available Now… Benchmarking Tools Coming Soon… Other Support Services

© 2007 Perform! World Limited All rights reserved. Key Stats – HR Benchmark Model Up to 150 best practice questions to help you understand where you are and give an insight into the “art of the possible” Up to 220 graphs to help you assess your current state HR processes versus average & world class performance Data for Illustrative Purposes Only

© 2007 Perform! World Limited All rights reserved. HR Process Level Scope Performance Management Benefits Employee Records Case Management Relocations Exits Training Payroll HR Strategy HR IT Recruitment Human Resources Processes HR Reporting

© 2007 Perform! World Limited All rights reserved. Key Stats – Finance Benchmark Model Up to 260 best practice questions to help you understand where you are and give an insight into the “art of the possible” Up to 160 graphs to help you assess your current state Finance processes versus average & world class performance Data for Illustrative Purposes Only

© 2007 Perform! World Limited All rights reserved. Finance Benchmark Process Level Scope Accounts Payable Staff Expenses Accounts Receivable General Ledger & Reporting Fixed Assets Inter Company Forecasting Finance IT Tax Treasury Budgeting Finance Processes Sales Invoicing

12 Perform! Benchmark™ - INPUTS & OUTPUTS Current State Benchmarking & Best Practices Analysis Tool for the Public Sector

© 2007 Perform! World Limited All rights reserved. Best Practices Assessment Around best practice questions per process Determines organisation’s level of maturity -Technology -Organisation -Process Simple to complete and user-friendly graphical output

© 2007 Perform! World Limited All rights reserved. Inputs Required - Best Practice & Problems Impacting Service Delivery Questionnaire The best practices & “problems impacting service delivery” questionnaire has been designed to identify the current levels of best practices deployed and the extent of service delivery problems. When we look at the productivity & unit cost performance graph results we will be able to see if there is a correlation between actual performance and levels of best practices/ problems Consider each question and select the relevant option from the dropdown list to describe your current position (6 Options from “Fully Implemented” to “Not Applicable”- see slides below) If you wish to clarify any point regarding your selection, make an entry in the notes box alongside The questions on problems impacting service delivery are answered in a similar way together with ability to clarify with notes People with a good overview of the processes and their stage of maturity should be involved in completing this section. It may be necessary to involve individual process leaders depending on overall spread of knowledge Non-applicable process sections do not need to be completed

© 2007 Perform! World Limited All rights reserved. Example Recruitment Questions to Assess Levels of Best Practices Deployed

© 2007 Perform! World Limited All rights reserved. Example HR Process Graphs Showing Levels and Stages of Best Practice Deployment 16

© 2007 Perform! World Limited All rights reserved. 17 Example HR Process Graphs Indicating Levels of Process Problems Impacting Services Delivered

© 2007 Perform! World Limited All rights reserved. Inputs Required – People, Team & Culture Assessment Questionnaire This is an optional section and is designed to provide an insight into people related practices in addition to the technology and process related best practice questionnaire Consider each question and select the relevant option from the dropdown list to describe the extent to which HR practices are adopted (5 Options from “To a Great Extent” to “Not Applicable”- see slide below) If you wish to clarify any point regarding your selection, make an entry in the notes box alongside People with a good overview of the working environment/ HR leadership should be involved in completing this section.

© 2007 Perform! World Limited All rights reserved. People, Team & Culture Assessment Organisation Design Resources Planning Training & Development Performance Management Employee Relations Culture Change Readiness

© 2007 Perform! World Limited All rights reserved. 20 People,Team & Culture Assessment Questionnaire

© 2007 Perform! World Limited All rights reserved. System Integration & Enabling Technology Analysis Core systems used System Linkages Assessment -Manual -Interfaced -Integrated Enabling Technologies Deployed

© 2007 Perform! World Limited All rights reserved. Inputs Required – Core systems Used, System Integration Levels and Enabling Technologies Used This section is designed to provide an understanding of current systems used and provide an insight into current levels of systems integration and enabling technology maturity For systems integration levels assessment, consider each process area by row (e.g. Employee Record Changes) and how it connects to other relevant processes in the columns (e.g. Payroll) (4 Option selections –Integrated, Interfaced, Manual or Not Applicable) Select the relevant option to describe the linkage between the two processes (i.e. 0= N/A, 1 =Manual, 2=Interfaced, 3=Integrated) The enabling technologies section is completed in a similar manner People with a good overview of the systems and enabling technologies used as well as having an understanding of IT solutions that could benefit the organisation should be involved in completing this section

© 2007 Perform! World Limited All rights reserved. Analysis of System Integration Levels 23

© 2007 Perform! World Limited All rights reserved. Analysis of Enabling Technologies Deployed 24

© 2007 Perform! World Limited All rights reserved. Inputs Required – Process Analysis This section is designed to provide an understanding of current “in scope” process performance levels to compare to average & world class performance Organisational data required is:- –Annual Revenue and Total Costs –Total Full Time Equivalent Staff working in Organisation Data required by process (e.g. Recruitment) is:- –Full Time Equivalents (FTE) working on the process –Key Transaction volumes (eg no of offers) – split manual/ automated –Costs applicable to the process – broken down by salary related, direct on-cost, IT cost, outsourcing cost, corporate overhead etc –Non-value add, errors & defects & SLA performance - % estimates –A few key process metrics eg % credit notes, days for month end close People with a good overview of each of the processes should be involved in completing much of this section (each process leader may need to be involved depending on overall knowledge levels). Individuals who manage the actual salaries data & cost centres should be involved to provide the relevant cost information for each process

© 2007 Perform! World Limited All rights reserved. Key High Level Output Metrics for Finance & HR Costs as % Revenue or Cost - Decentralised - Centralised - With or Without Shared Services - Transactional Processes only Staff per £500m on Revenue or Costs Gaps in Performance vs. Average & World-Class to quantify the scale of opportunity

© 2007 Perform! World Limited All rights reserved. Graphical Output vs Benchmarks for Each Process e.g. AP Process Costs as % Revenue or Total Costs FTE per £500m Revenue or Costs Cost per transaction Manual vs. Electronic Transaction Levels Productivity per FTE Average Salary per FTE Error & Defect Levels Service Level Agreement Performance Key Business Metrics (dependent on process)

© 2007 Perform! World Limited All rights reserved. Example Overall HR Benchmark Metrics 28 Data for Illustrative Purposes Only

© 2007 Perform! World Limited All rights reserved. Example Overall HR Benchmark Metrics 29 Data for Illustrative Purposes Only

© 2007 Perform! World Limited All rights reserved. Scale of Opportunity for Savings vs. Benchmarks 30 Data for Illustrative Purposes Only

© 2007 Perform! World Limited All rights reserved. Example Process Level Metrics - Recruitment Process Benchmark Comparisons 31 Data for Illustrative Purposes Only

© 2007 Perform! World Limited All rights reserved. Example Process Level Metrics - Recruitment Benchmark Reports 32 Data for Illustrative Purposes Only

© 2007 Perform! World Limited All rights reserved. Example Process Level Metrics - Recruitment Benchmark Reports 33 Data for Illustrative Purposes Only

© 2007 Perform! World Limited All rights reserved. Example Process Level Metrics - Recruitment Benchmark Reports 34 Data for Illustrative Purposes Only

© 2007 Perform! World Limited All rights reserved. Inputs Required – Additional HR Specific Benchmarking Data Wealth created/value add and intangibles Workforce analysis- perm, temps, manager & staff, span of control Staff movements – beginning to end of year, staff turnover etc Absenteeism & overtime rates Occupational health & grievance incident rates & costs Recruitment – average days to fill and start roles, % workforce sourcing channels, average years of service Training- training hours by type, % training channels, no of trainers & ratios Revenue, cost & profit per FTE Remuneration/ revenue & cost factors HR staff /total staffing factor Inhouse vs outsourcing rates

© 2007 Perform! World Limited All rights reserved. 36 Jonathan Russell Perform World “Creating Operational Excellence” Tel +44 (0) Visit the shared services knowledge site… For further information about any of these Performance Measurement & Benchmarking solutions contact…