1. The National Benchmarking Database
2010/11
Professor Andrew Lockwood
Forte Professor of Management

2. Introduction Recent introduction of the nine step standard
Operational planning and standards merged
Service recovery weighting reduced
Number of accreditations this year slightly down so less reliable analysis?
Analysis of new v. continuing and up to eight year on year comparisons
Are any differences ‘statistically significant’?
Where is excellence?

3. What is normal? 50
Mean
Standard
deviation
68% of cases

4. Overall Scores 1.64 standard deviations covers 90% of the data
5.095 x 1.64 = 8.4
= 78.5
Giving 2 out of 49 companies as excellent
Last year -1
1.64 standard deviations covers 90% of the data
3.82 x 1.64 = 6.3
= 75.3
Giving 5% of all companies as excellent
Std = 3.82
Mean = 69
N = 82
Last Time
3.99 x 1.64 = 6.5
= 75.2
Giving 4/90 companies as excellent
Standard deviation 1.64
Mean 68.7
N = 90

5. The Overall Picture

6. Highlights The highest averages
Operational Planning and Standards of Performance
The lowest averages
Service Delivery
Customer Satisfaction Improvement
The highest
Service Delivery
Customer Promise
Customer Research
Business Planning
The lowest
The most consistent
The least consistent
Customer satisfaction improvement
Customer research

7. Breakdown of Accreditations by Sector

8. Differences are NOT statistically significant
Comparison by Sector

9. Summary by Sector Above average Meetings and conferences > but …
Foodservice >
Average
Colleges and Universities >
Below average
Hotels >
Health Care v
But the differences are not statistically significant but still interesting ...

10. Customer Research

11. Customer Promise

12. Business Planning

13. Operational Planning and Standards of Performance

14. Resources

15. Training and Development

16. Service Delivery

17. Service Recovery

18. Customer Satisfaction Improvement

19. Overall Percentage Score

20. Year on Year Comparison
Differences are NOT statistically significant
Year on Year Comparison

21. All differences are statistically significant
New to Continuing

22. Continuous Improvement
All differences are statistically significant
Continuous Improvement

23. To conclude Very reliable data for analysis
Companies who continue in the scheme get better time after time
But there is still room for improvement
Service delivery is just hard to do?
All the businesses in HA are excellent businesses
… some are still better than others.