bench marking practical guide

8/3/2019 Bench Marking Practical Guide

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A prActicAl guideBha

eaHh ea


2/100


3/100

A prActicAl guideBencHmArking in europeAnHigHer educAtion

ths hab has b af b xs hh a h x fa w-a eu-f j, Bha ea Hh ea.

th j was b f a asas: h eac f Sa maa f uvss (eSmu), h c f

Hh ea dv (cHe), h uneSco ea c fHh ea (uneSco-cepeS) a h uvs f Av, whh a- xsv s a bbaha sah bhas a as. th as s a haasabav bha s hh a a a -vws wh hs s. ths s a j s, a bha hh a a s f ffvbha.

Project Team

Fas va Vh (pj la) eSmu psuw Bab cHena Bq eSmuda ca cHeg F cHeJs Ab s Sas rafa uvs f AvJa Saa uneSco-cepeSJaa uba eSmu (Bas tha uvs)p Ws uneSco-cepeS

External Consultantsd Wshj, c f Hh ea p Ss (cHepS)Jajsz naza a kaaza kzz, Bas tha uvs

As 2008


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ths hab has b f wh s f h ea css. is s h vws f h ahs a h css a b hssb f a s whh a b a f h fa a h.

As 2008 - iSBn/eAn 978-90-9023635-3

2008 eSmuA hs sv. n f hs ba a b a whw ss.

Contactna BqSa-gaea c f Sa maa f uvss (eSmu)r m 311000 Bssswww.a-bha.

-a: [email protected]


5/100

5A PrActicAl Guide -Bnhmakng n eopan Hgh eaon

tABle oF contentS

1. introduction 6

2. purpoSe oF tHe HAndBook 11

3. HiStory oF BencHmArking 15

3.1 th c f Bha 16

3.2 Bha a h Qa mv 19

4. conceptS & prActiceS 33

4.1 th bha vs 34

4.2 ts a ss f bha 38

5. A Step By Step ApproAcH 49

5.1 i 50

5.2 ca sss fas f ffv bha 51

5.3 ia a bha xs s 53

5.4 c a bha xs 68

5.5 cv h ss f bha xs w 82

aahs a s f a

6. in SHort 85

reFerenceS 90

BiBliogrApHy 94


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6 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon

1. introduction

i a ascpette hhe edcatn ennent, aa b

aa a ea vs as f fs bh a ss asa v, v vs fa has b f aa-

a sa aab f h s f b f-

, qa f a a sah, a b wh.

Natna enents a ah a s f aa s , sa-

v a s h hh a sss. th

a s as as fa, whh w a

bhas f hh a ss s . A fw

as a, Asa a a bha xs h b f ssss, Sa has bha h fa f a f hh

a ss s f h sah a a aas,

Sw has bha sah aa1. Sh s-w bh-

a xss a s as f has.

At the Epean ee, h o h f a bw eu mb

Sas ss qaav a qaav bhas as a as f a

bs as. Bhas a s xsv s as f ahv-

, f xa wh h s f 16 as h eu s bha ss f h lsb Sa s f a a a2.

A h B 2003, ss f a f Ba sa-

s v enQA, h ea w f Qa As

v a a s f saa s a s qa

assa. th ea saas a s f qa assa

b enQA (2007) v s f hh a ss

v h s a s a a qa assa.

Bha xss qa assa a a hs saas a

s a s fh.

1 dg sah f h ea css vsa aa xas s ca fa:a sa ah a bha xs aa r&d s e. paa fh ifa f rsah mss lsb - 6 & 7 mah 2000, a 2.

2 F h h za f hh a, as fs ss wh h Bapss (b f hh a aas, ss-aa b f ss hh a avs hh a a a); th 2008 css aa pss was h lsbbjvs a a a, as a bhas 2008 vs a a f s

fa.


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At the ntenatna ee, s aav Teta Edcatn f

the Knwede Scet (2008), h oecd vws a a 24s f h f vw f va, f, qa assa,

sah a va, s h ab a a aasa.

th as vs as v fa a

as s f fh v.

i s aas hs ba ha h av hs hab has

b a. th hab s h s f a w-a eu-f j,

Benchakn n Epean Hhe Edcatn, whh vsa h -

s a as f bha hh a.

th j a xsv s a bbaha sah

bha, s a haas abav bh-

a s a a vws wh hs s. ths s

h ept n pject ndns, a a s f ffv

bha. S www.a-bha..

Bha a h pate sect. i a x f sv aa

a v sss Xx ca s sa s bh-a 1979. l a wha s w aj ha-

s a v qa, sss a ab h a

aa a a s. Bha has b w s

s, afa, a, as, ss, a h a a

svs ss.

i h pbc sect, bha has b s as h hah

s (as a wa v h f f hsas a aa a -

a vs), h b as s ( v awa svs),

assss h f f va as, a asa a s

. A h ea v, hass hav b v f h bh-

a f ab a s, es sa vss

b as sss.


8/100


S fs f bha hav awas b a f hhe

edcatn wh vas fs f vw a s vss asss ass f bha. Wha s w a s h s f x

bha a h fasa f sss. th wh f bh-

a Hh ea s h sah f s qa

v a ffv was f v fa a

as vs hh a s.

F h w bha a b f hav a a a f

hw sa a aa a bha xs. th hab

w h wh a aa s a as f bha.Bha s h a aa. A h sa , h

hab w v vaab fa f hh a ss

whh aa hav x wh bha a a w a

h ffs a s fh.

i w ha a as h j a f h vaab

bs sah bha hh a whh

has hs hab. i h ha hs hab w b a vaab

f as, s-as a saff hh a h saavs v vs fa. A w v w a-

a hs av fh s ea hh a-

ss wh h sa vs.

Fas va Vh

eSmu ps


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10/100


11/100

purpoSe oFtHe HAndBook


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2. purpoSe oF tHe HAndBook

th hab s bas h s f h w-a eu f j

(Bha ea Hh ea), whh x h sa as f bha hh a. m sa h

j fs abav bha hh a, b

a b a s hh a s, b a ea assa

a vs w. th j xsv s sah

xs bha s bas 14 a b whh hs b

haas. i as a Ss nvb 2007 s a

s a j s wh savs f hh a

ss. th sas aa wshs w as h

s 2008 bha sah, aasa a aqa. th j s a avaab h j wbs

www.a-bha. a h h j s.

Wh h a taet p f h hab sss f s-as

a saff hh a ss w a fh v

h bha avs, h hab w as b va aa

as a -as w b fh aqa wh h

s a as f bha. Bha s a wf sa-

asss s-as v h qa a ffvssf asaa sss.

th ppse f the handbk s v aa s a a s b

s aah bh f hs wh a w bha hh a-

, a hs wh aa hav x wh bha a wsh

v fh h bha avs. ths aa s f h

hab fws a s h hs a ba f bha

a a vw f h a s a as f bha

hh a, ab h a a a b sa-

f h sbj.

th eew f the teate bha as v a a

wha bha s a wha s , v h f-

s wh h f ss f h . th s s a

v h a f bha hh a as a wf

s v va a aa hh a.


13/100


i wh h j, h a fs f h hab s sa a

xa abav bha f hh a aa ss xa as f qa a aab a as-

v v. m s, h aah a s ha

bha sh b a sa xs f a fw saff b b a

a a sa v as a s sa vs. Hw-

v, h hab w asa f -- a bh-

a whh a h xas f bha hh a. th

hab s fs s bhas f sbjs ss

whh s a a aa ea v. ths hav h s f

has a ass hh a ss, ff fs aa sss.

th nne t aws f a s hs hab s

hh a ss f h s sab bha

aah f h s. th has a xsv bbah.


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15/100

HiStory oFBencHmArking


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3. HiStory oF BencHmArking

3.1 tHe concept oF BencHmArking

iv vs fa ba a sab ss h

as a v v whh v b hh

a ss hav h a e a. B h

was aaa aa b a asw h qs f hw

. Bha s a sv ss was h asw. W w

s a, b f h ss f a w sa f wha w

a b bha a h s: Benchakn s an ntena ansa-

tna pcess whch as t pe the ansatns pefance b ean-n abt pssbe peents f ts pa and/ sppt pcesses b

kn at these pcesses n the, bette-pefn ansatns.

Bha has b w s s, afa, a,

as, ss, a a svs. Bha s h

a s a a sv was ss, s w

, v f w f aas a fa, v ss,

sb a a a s as.

i e, h s f bha as a f v fa bh

h va a b ss has as b s b h ea

css (dg es) f ha as. th a s

v es vss b w a h vs, .. v

h a x whh asas a, v h a

v a w wh sa bha aahs fs

h v has s ss f s. Sva bh-

a avs w sa h a 1990s sh as a bha vss, a ea Bha F a a Hh

v g Bha. A Bha ca c was

as sabsh v s wh aa a ss.


17/100


S fs f bha hav awas b a f hh

a. p vws a -s vss hav ass s assf bha f h vws a h vss: bh h s a h

ss vaa aq shs h ss a

a ass wh h w s. Wha s w x bh-

a, hwv, s h as s h fasa a s-

asa f hs sss.

th wh f bha Hh ea s h sah f

s qa v a f a ffv wa f v

fa a hh vs hh a s s ha b f s s ffv s . As sh, s

s a b -as. Bha as svs h s

f va ss a v, ha a a-

a as a fssa wa. Abs ss hs

bha as a f v f h aa s.

A f v sss s w h; hs qs a

w ab h asas w fa a fa f

h asas. Bha vvs, hf, a sef-eaatn ssteatc cectn f data and nfatn wh a vw a

va ass f shs a wasss f ass f f-

a, sa wh hs h s. Bha s as

fa, ss w aahs f vs, s ss,

vws bs a asss a f as. W sha ba

s f h bw.

Bha as a vb sh b fs wh h bha.

A bha s a s-w saa, sa shw h bs -

fa ssb a a a : h s ab pc, h bs-s

s a, h fass a, a xas f bhas. Ss,

h w s as s as a s f a saa: a s f q-

s. i hh a, a xa f a bha/saa s: c-

s sh s ha aa vs s a f h a-

qs f a aa bjvs a h a f w

a ss ass h a f s (s www.a./-xQS/

s/bs/exmaag/cds.h)


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A bha has wh s ( svs), wh bha has

wh h asas a s svs. i hs hab,w sha as s bha h b-f asa

ha s a as h saa h a as ha svs as a

xa xa f s w asa.

th hs a f bha w b fh sss a

h ha, hwv, s, w a as wh qa ass-

a, as bha aa as a sa s

ha fa b wh a s a va. i a-

a, h ash h vas aahs f qa aa(tQm, eFQm, iSo9000) a va. ths was s as f h bs

s bha hh a (e, 1998).

HiStory oF BencHmArking


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3.2 BencHmArking And tHe QuAlity

moVement

Bha has h w f (bsss) asas h-

wh s h vas, aa h qa v. th -

as a f qa a bha sha a s h -

asas fa. i a b sf v a q hz

a qa, assa s a h s ha a -

h hbh f bha. i sh b as, hh,ha h s a s s f s ha s : a ahs hav

ff s. o s f s s v bw.

QuAlityQa s a h baab a h has b w ab

wh a a s, a asw h qs hw sh b -

. th aj ss s whh qa s a f h sv,

s h s. i h ws: Sh w a f h qa f

vs a, f s sasfa?

th fa ahav iSo f h qa s: th a f

fas a haass f a sv ha ba s ab

sasf sa s (iSo 9000 www.s.). ths has

s f bh vws , f haass f a sv,

b awas f h sv f sasf sa s (hh

s f f hs a ss s , .. as s).


20/100



dff sas f qa a b aa wh hs ba

. Hav & g (1993) ssh: Qa as xa (x)

Qa as f ss (z s, ahv saas)

Qa as ss f s (ss-bas wha s,

h ss)

Qa as va f

Qa as asfa ( Hav & gs ws: ea s a

sv f a s b a ss f asfa f h

aa; assa wh va a a w).

Whav h f qa s, s a b awa ha

qa awas s h qa f f h a s svs

ha a hh a s vs (.. aa ah

bsss, ph.d. a hs, a a sah j hs-

s) a ha h s has b (ss, s, s).

eVAluAtion, QuAlity ASSeSSment, Audit, controlt w qa, has b as assss. A v a s

f a a j qa s eaatn hh hs sa has ha f a ssa aah. evaa assessent a a

a wh h s (hh a ntn hh --

a- sef eaatn) f xa as. ia xa

at assessents, s h sss a ss wh h hh

a s aa qa as s, a f as at

cnt. A assss (sa b xa as) f h sss a

ss aa ha qa s f a a at adt (wh

hass h a qa w ah ha h aa as

f qa).


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AccreditAtion

Aa s a qa assss wh a aah j ha hvaa (a asa) s h saas

q a a aa hh a ss.

Aa a a a hh a s .. a fa,

v h h awa s ( a s aa f w). ths

a ea s, hh a ss sa

aa bf h a v h h a. Ah xa s

h aa f bsss shs b h ea Qa iv

Ss (eQuiS s www.f./qs), ssh hh-ahv bsss shs.

Aav a a a a s a, whh s s

b f a a a a v (.. a bahs b). m-

v, aa f a s a a hav sqs f s

aas a fss. F sa, s s aas

f a a a a x f hav ass xaa-

s b s a fssa asa.

Aa has fa, f a sqs a s hf a -

wh hav hass f sas ha a b h

asav a s. o a sq f hs s

ha aa as vaab s f vs-bsh

saas. F sa aa sh saas a b f a -

asaa a a .. bs f f fsss. F s

as saas h , saff a fas, (-

as) w a h s f aas. Ss,sh a saas a a sbj bhas, ahh h

uk, wh h was h 1990s, hs sbj bhas

w ba a w s a qa assss ss a-

fa aa.


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QuAlity mAnAgement And improVement

Qa a wh ssa, a ffs a ha- peent f qa s w as at anaeent. ths s a

as f h ash s f a hh a s.

QuAlity ASSurAnceth f f qa aa v s f qa s sa-

hs ss s wha s f s at assance.

th fs, hs s f s, s h s--s w f fa.

n ha h vs s f s h was h a ss wha s a aab v v f qa, aa f

wha s v f h s h f f saas (sbj) bh-

as. of xa saas/bhas a h va

bas f a hh a s sa s w qa

v; hs s wh benchakn s .

STrEAmS iN THE quAliTy movEmENT

th qa v sa h va s: Jaas ss

af WWii w f was a a w a b sa, havhh b w f ass ha b qa s

f Ws s. th v s u.S. s a sas

asss h -s h bsss sss a wh h 1960s

h v b s sssf ha Jaas s ba b ss

s f a-a s Ws as (ab as,

hh qa h aas .), Ws ss as hs

s a sas. Wha was h a fa hh whh

h a sh a a ba as? i h bsss ah sss was a h Jaas ss aa as qa-

. A h ahs ba h s f h qa v:

d, Ja, csb, c, . ov , ff was w v

a h qa v v ff sb-vss -

as h 1990s a a h s ss.


23/100


th bha was s aa bsss as 1979 b

h h as-ba Xx. thh h ssa a abavas f fa wh s s, Xxs a was vaa

sf, f s shs a wasss a aa sa ha-

a s. Bha aahs hav b aa

a b a bssss h x f h qa assa a

qa ha vs, fa h s v a

ffvss h fa f as .

Bha has a sa a a hs vs, b s h

a h aj s was qa a v fa.

As a hah wa, sh b hass ha h sa s sab-

h a, as a v, w as a abbvas a

a a w-sha vws ha. pa as

a hf avs a h fw as a hs as s.

th a h s sss hh a h s avaab h qa-

v. t a bf a h , hh-hs f s ass

f s aj s f qa assa s hav b s haa a h s f qa aa hh a

ss.

ToTAl quAliTy mANAgEmENT (Tqm)

ta Qa maa, abbva tQm, was h a ha

a a aa f qa aa (Sh, la,

l, & ch, 2008). y, tQm s a s qa assa , b

ah a ba v wh a vas (.. c, 1993; d, 1993;

Ja & ga, 1988). F ss, w b h ssh a

ha a a sf vs. c a vas f tQm s h bf ha

aa qa w a a sa vs h asa

a s fa. Wh s f h tQm as a hav b

vsas, bs s s, aab b hh

a ss (d, 1999).


24/100



o f h s-s s f tQm a w b h a f h PDCA-

cce, .. h pa-d-ch-A . ths s h h ff fh fba w w f sss h. Bh aahs,

tQm a sss, w v h 1950s, s s s ss

ha ff as w v f h sa . is a s s

ha fss a h fa ha af qa assss, aa-

av (a) sh fw sv bs a aa

ha qa.

tQm h sa s hh a ss az ha

h fs sh b a b ss (s a) saf h aa fs h fssas a h ah.

A aj tQm s h a f s qa v

s a aas x, as xsss h ass

ha whav has b ahv, fh vs (svs) s

b ssb.

o h ha s f tQm, h aj was ha s a

sh b fa-bas, f whh sasa ss s w v-. o f hs s was h ishawa-aa ( shb aa),

shw hw ff avs b h f ss. i

ha wa a hav h vsas h a s-

vws f a. Wh s f hs s hav b q sf,

s ass ssa vss aas s h bas

fsss s s, h js s hs a b hs.

A av w a sssf ffsh f h tQm f qa assa

s S Sa, whh s s b s a asa-

s aah (Sh a., 2008, . 548-549). Sx Sa was v-

b ma. i bs h ha vaas f tQm s hass

f a v ass f fs bsss sss (sv

f a z s f qa). Sasa s a a a ,

a h s a asaa b a sa fas f

(h qa has wh h Sx Sa hs a

a Ba Bs).


25/100


iSo 9000

phas s w w f a qa s a h ff as fh iSo 9000 ss, bas s as a avs w a

bahs f s. th iSo s h iaa Saas oasa,

whh sss s f a s f s a sss. th saas

qa s b s iSo 9001 iSo 9004, b wh h 2004

a (h a a a) a w bh h iSo 9000.

th hhh f h iSo 9000 aah s h a s f -

sss asas. p sss a habs whs

aa s h b xa as, whh wh sssf as h iSo a, s h f h aah.3 i h w vss f h

iSo 9000-ss, h aah s sa b shsa, b f h

b a as h fs. th hass s hf sa-

as avs asas. th sh f fas s

s ha a ass w b ha a saas a; hs wa, s

f w b av. ths sh s as s wass: h iSo

aah s ss s w sss ha shw a a f

s, whs h s x sh, a a . A

ha s s wha haass h f h w hh ass, sh as vasa f ah ss wh ff

a ss a ba w, s a -

vav a ss abas svs. of s, hh a

ss s a sss ha a fa aab saasa,

.. s svs, ba a ict svs, fa a aa-

sss. F hs sss, sa sss s h

avs f a a sah, a iSo aah s as aab as

s bsss asas.

3 th s f as a a a a-shf f ass qa h a, wh hsa abas w s hh a: js as h s b a a f s, h s

as a f f iSo as.


26/100



F. 1 eFQm a f h asa ( eFQm 1999-2003)

EFqm ExCEllENCE moDEl

th ea Fa f Qa maa (eFQm) sx a as h faw f s ea Qa Awa

h a 1990s, a h u.S. bas ma Ba Awa as s

. th eFQm has b q w-w, a s va

hh a sa bas hs a h a asa,

whas a iSo tQm s hav a fs h ss

aa v f h saa w sss. th x s

a s v s, f abs f qa (ash, 4 ,

& sa a ashs & ss), h ss sf a f

s f ss ( ss, s ss, s ss a fa ss) (s: www.fq.). Aaas hh a

hav b a h eFQm ; a a xa h nhas

was a f s vss f a ss (ex, 1996).

th a a b s a a v f wha s w a whh aas f

as a ss a s, wh ha s s.

th a f a h s a h eFQm s assss

s ss was x. th ex m s sb a

a wa f as aa hh vs f qa, b ah s as.

4 p fs s, saff bs.

Enabes

innatn and eann

Pcesses

Ke

Pefancerests

rests

PepePeperests

Pc &

State

Cste

rests

Patneshp &resces

Scetrests

leadeschp


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BuSiNESS ProCESS rEENgiNEEriNg (BPr)

Bsss ss (Bpr) ffs f h vs s fqa assa ha s ss ab s as (as eFQm) va

s a sss (as iSo 9000 a tQm) b ab a -

sss. is aj qs s hw a asa a bs s s -

sss ahv s as. th aah s f aa v s

hs bas ha s hw h awas hav b a -

s h s. Wh f s as a aaa, -

aah wh h a wsz asas, h sv f hh

a ss a b ha s a h aa, a

a f h s (a sq h asa ha fs h a). i ha ss ss h sa f bha.

APPliCATioN oF iNDuSTriAl moDElS To HigHEr EDuCATioN

iNSTiTuTioNS

A aj s f h aa a s ha ahh a

b aa s a h a ss aq (Shs,

1987), s w f as . mv, a as

a va ss f ah a/s a s a -

ah. i s f h f qa assa s s h ah ss, b h x ha h , h s

h a, , s, , vaa a v sss

a a, b h av f h ah a

sa h ss .

isa qa assa s, wh h shs aa

sss a h aaa saas sss,

hs h sv s, a b aab saa

svs wh hh a ss, .. s asa,

s, ba a ict-svs.

of a fs f xa qa assa, fssa ss, ..

vw, a ss h f h w hh a: ahs

sha h vws a wh as a hs wa a sa

h a w (Sh, 1983, 1987) a h sa as.


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ths a s h s f sf tQm, whh as ssss vv,

qa v f h w was, fa vsab xa, . Hwv, ahh vw s a v

a qa assa a hh a, fa h

sss bw vaa a vaas s f ha f b

a f, a, ss. th s a w sa bw h w

as, whh s a, h a h sqs f h vaa a,

a ha as a asa. Bss, hh sas s,

hh sas vaa f ha a, as s h s f

vas av fa b a as, (Wshj, 1990).

Aa s hf a v f , v- vw. B s x sa ffs a vsb a b-

v qa assa shs s e v f h a

aa shs.

if qa assa as a e waas a hs ha

qa hh a, wha s f? Fs, h s sv va

h h f f qa assa, a aab f h f-

f hh a s, aa h v

(Vjsj, 1995). S, hh a has b h ass as a fh wh f h f ah

h hh a s h a a s. ths as

hh a sss, a s hh a ss saa,

a f fa qa assa: h -aa s

va hh a a as h 1980s a a ea

s f h , a aqa aa a a assv

ss a wh hsas f saff bs, sv s f h-

sas f ss (ss). F ha sv, v wh xa

ss, hh a sss a hh a ss w

bab x aa.


29/100


Wha a sa qa assa s b? Fs, a h

sa v: hh a ss a sa qaassa s? Fa sah ha v bjv s aa

s a, b a s hh a ss hav a

sa qa assa s. W av a xa abv f h eFQm

b aa b a f dh hh a qa fs

a tQm as has ha s fw (.. a f a uS xas:

Sh & t, 1991), b Bba shw v hw tQm was

f a fas ha a a w uS hh a ss (B-

ba, 2000), a f svv, ha ha s h s ss

f hh a ss. m s, ss, hh a- ss ass h w hav a f a iSo9001,

s f s svs, s as f h a. th ss s

ha hs has f -vs hh a ss

(hsh, hs, s .) a ss ca/

eas-ea a Asa s ( wh: Sh a., 2008).

As shw abv, s sv s a b s hs sa

qa assa s, a ass wh h w sssf b

ab ha a b f. th v x xs f hhh a ss, s wh a s w

sb wh b ab h ha hh a s-

s shw ha a sa aa s sf s a

as f aa qa v. th ssa ha w wa v

wh hs s s ha hh a ss a s wha s ssb

as (v, as, as/ss) f xs qa

assa s, b ha s h ssa s asssf

b a sav a v fw a h s .


30/100



BENCHmArKiNg iS SPECiAl

Wha s sa ab bha a wh h qa assasas abv? th a abv f h sfss f

qa assa s was v fa a av s vw ab

h aa a f a: i sh b sf-v ... ha a h

a f h bsss s s s fa fsv asa-

s h vss. Ss h, hs ss b wh

bha (kajaa 2002).

Fs, bha h fs s h ss f nte-ansatna

eann. i qs, js qa assa, a a v f-a f h s. As, qs hs w ab h

sa f h s, .. s f f vaa as. y

bha ss h as as a w wh vs

a , as a sf, a vs a h sss

f a ab was was ahv v ha s qa

assa hs . A, Bpr as vs a v h

ss sss, b ah f h aa ba sa f vw

wh bha h qs s ah: hw a w a f hs

hw t et t whee the ae f hee, whee we ae- s aah ha va. esabsh as xa vsb -

fa (hh k pfa ias kpis) s h b-

f bha; h a ss f a bha ss s hw

ahv hh fa, whh s fa f a h a

ha kpis a v, f wh h asa. th a s

ab a5 ah ha () fa.6

5 W f h a a v bs a. Bs asss ha h s a s bswa hs, wh avs f ff was ha a b ffv ff sas f ff asas.

6 Ahh w s a a bw a a fa, h a b asswh fa s s f as (wh v hh a xa wh s- h h bf?), wh a s a fa (.. wh h sss

h asa a qa , wh h v s avs).


31/100


t ab a ab as f wh ah asa,

bha a hv a ash f -a sa f (has x ) -asaa . i as f bh h

a asa a h asa a sha a

ss. i hs s bha ss as aab b

s ha a-v asas. mab fa f s as

a as wh bha bs a f aa: b bs a

h sa f h sa f ss. Ah s

a b fs s sss whh h s

v f f h sss bha as a s, ..

fs s sss f ss h a as ahha s . o bha as hav ahv

sf s hs wa, ssv sss a b as.


32/100


33/100

conceptS AndprActiceS oF

BencHmArking


34/100


35/100


ca h s f h a hs s s fa f , a

h aj bas hav b hs. th , hwv, s ss b a f xs. F fh a, as f

h bbah (s www.a-bha.).

Bha s f as a as s, a sf-v-

, a abav a xs a a - vaa a

ssa aah f s as w sss (uneSco-

cepeS, 2007 a HeFce, 2003, www.sh.a./sah/ax).

Bha as w sa s a as qa f -

sa v. Sa f h w s a hb f hs ha a a a h vw a abv, w

a sb bha as (sa . 2): h va ss f

sf-vaa a sf-v hh h ssteatc and cab-

ate cpasn f pactce and pefance wh sa asas.

Bha s b a ab as f a a/

s sss hh s hs sss h, b--

f asas, b vaa f va fas (f

ssb hh as f k pfa ias) w ahs asas.

if w asas a h h a a sh f ah

h, .. ss A f asa X s a a a s s ss

B f asa y, h h a b ab a ta bench-

akn, f a benchakn cb.

otpts, rests

Pcesses, Pactces, methds

Benchmark Wha? Who/what is Bs?

Hw d W D t? Hw d th D t?

uS

Data cectnAnass

lEArNiNg

THEm

F. 2 th f bha (naza 2007 h bass f Whas 1995)


36/100


37/100


s ah 40% wh f s-a s ss.8 i h h

b s f hh a s, wh 10% wh, ahw h aa hs a h. th ss hs

ss b h hh a s, .. aa ,

f bha asas a a f h, ss

benchakn as w s h .9

t h x ha va aa a b avaab, aa v -

aa aabass a ankns a shw whh vss bh-

as a b f. B h ava ab va f aa. Fs, hs

has wh vs: a aa aabass aa a aav, a aa avas a ha ha s f

as as h ava hh a s X. S a

v va, hs has wh s f as: hw va

s h Aa ra f W uvss (w as h Shaha ra,

www.aw.) wh s hass bas aa ss

a nb pz ws f a aa f as?

8 ia ha h as was hh a s wh a v hh wh f 70%, b ha hawas s s ff h Fa f As, a ha ha was a f hh a s-; h hs as w b a va .

9 Q ah a s f hs saas . a ffv sv h b s, .. fw ss h wf a jbs ha s s. mab h a fs s-ass aw ss-a ss h ss a fa fw w ah h habf ( ss a sa, a/ saff a bs a ba ss), a fw s aas h ab as a hav vs ffs a s v ws fs

a s a.


38/100


4.2 typeS And diStinctionS

oF BencHmArking

i wh h vs f as wh bha, h

hav b sva as ssh ff s f bha,

.. bha b a s f ss , s ass, b aa-

a hs.

A s bha s h innSp-pt: Spptn nnatn n SmEs (aa ab bw).

th iS bs hsvss (.. asaa

v) a ab v (.. bha asa), whh vs sh

w ss f a bha ss: h ws a what s

b bha a h s ass wth wh qss. th

w s (sa a asa) a h sv sbjsf bha; hs hab fss s hs vs. A h

s h h h ab, h h h bha w b.

Ah qs wth wh s wth hw an? i a b s

ahv h s h ss s h a

baa ash (ne-t-ne benchakn); h h ha

s f a a a xs ne-t-an benchakn as

bha bs a s ss f -a b a s

a.

conceptS And prActiceS oF BencHmArking

oasa-a v

Bha asa

ia exa

es nw Bah-

Bah c W-ass

p

pss

Sa

oasa

tab. 1 lvs a aas f bha

(naza 2007 h bass f iS 2007)


39/100


oh ss h a ah ass qss f h a (-

a v ) a wh ha h chaacte f h ss:av wh as ah hw ba s

( h x as: sa sa). Fh as, h ha

h a dect as f bha sh as a hs, a-

f hs, b a f sss s h asa,

a f shs a wasss, v f as. o

h h ha s ndect as sh as: v f aa

abs, as sah sasfa, a avaa v -

s v a as f h s f h asa-

. obvs, ff bas f a as a ss-b. Wh s a s f s a ss, a fs ha f

assas s ssba q a fw hav b bsh. S f h

s s s h fw.

o f h hh- a assas s ha b ca (1989) wh

s f s f bha:

ia bha

cv bha

Fa/s bha g ss/bs ass bha

Jas (2001) s ha a bha xss b a va f

aahs b a b ass a h a f h

sss, .. whh h a x, as a -

abav xs, s a s asa (a -

a), vv ssa asas (as a xa xs), fs

h wh ss (va) b hza ass ff f-

a s, fs s, s sss, bas qaav

qaav fa. Hhh ha h ss s a

h abav ashs, h vhss fs f

bha a s, .. h abav ashs,

h abav -- ashs, (-abav)

bha (whh qs a aabas avaab wh va sas-

s, fa as a s f as) a h b s.


40/100


H vs a s s f haass sb whh hs a

ssa bas av sah a a bw h aas, a f a baa a a bas fa a, s

f as a sas.

As (1995) f s f va, x bha a h

a bha:

aa bha (wh h as f fa f f-

f as),

xa v bha (a fa aas

bas fa f ss s as s), xa abav bha ass, wh a a f

ss wh a a s,

xa as-s (bs--ass) bha ( ass -

ss sah f w a vav as).

bha, whh ss f a sss v

aa f v as a h .

uneSco-cepeS (2007) b h xs a ssh sx s

f bha h hh a s: a bha (a sa as ff -

s f hh a s),

xa v bha (a fa aas

bas ss vw as s),

fa bha (a s sss),

as-sa bha (ass ss),

bha (qas-bha a h a

ba f aa/fa as whh a b sf f a-

f ss-sa aav aass; hs a va b

s f a sss a as),

bha ( a bas a ss sv) a

ss-bas bha ( a sss b whh ss a

ahv).



41/100


i s Benchakn n the ipeent f Hhe Edcatn

(H a., 2002), enQA, h ea nw f Qa Ass-a a a sa f h s f bha,

v xas a ss svs f ea

bha wh hh a. enQA vs a s f 32 abs

v bha, h a s b abav/v, qa-

av/qaav, a/xa, /x, hza/va;

- x-s, wh vas ss (saas,

bhas, bs as) a ss ( a, v, -

a), h ws f h bha xss. th s v-

s a va fas, b s a a ssa faahs bha. enQA ha ss a

f sf bha xss a ha bha

hs e s b v.


42/100


BencHmArking in tHe puBlic Sector

o h hs f h bha aa shwha s aas f bha w v h va s

f h . is xas a s b f h; s ab

ha bha s ssb v h f va s

asas. As a- va hass hav b

fashab h b s s h a 1980s bha has as

b-s asas. esa nw pb maa

wh s hass (qas-)as, s aa, ., has aw

a ss qa assa a bha.

A b a b ha b asas a s s sa

w-w ke pefance ndcats (KPi), whh a va bs-

sss sss a whh a hf sf-v aas f bh-

as. Hwv, v va bsss, a s kpi s a

hah a ss : kpis a awas aa. F xa, s

a b sh a h s f sasfa. kpis hav b s

baa ss f aa sshh f fa bha

(f s sss), a fw a b . i hh a,

aav kpis hav b v. F sa, aafa a b a b as, a f ss

aa , s sasfa, a sasfa,

sasfa, . rsah a va fa a b a b

bs f bas, a ss, b f as, a ,

bs f s-ffs, . F svs, sa ss a as b f

v as w (.. ba as, ict s s, ss ba a

af s).

y f as a avaab, sa f was a

fa ab sss wthn asas shw hw f-

as a ah. ths as ssb a v-

bha, bs--ass bha asas h

bass f b avaab aa.



43/100


BencHmArking in HigHer educAtion

F hh a ss h f f faa b v a ha a h b asas bas hh

a ss a - s, v a

ff s f w, b as ss f shash a sah

(faa a), a hav a h ss a wh h a

a a vas was. th ass f hh

a ss a, v, v-ha s

vs (w w a hs f sah a ah

f h w s) as w as xs vs

(.. ahs q w ass). A h a a ffsss ab whh a a h b ba a a -

a kpis f ab h.

i h uSA bha was s hh a b nAcuBo

(naa Assa f cs a uvs Bsss ofs, www.

ab.). ova, a aahs v h uS w

bha s f h b h a f aa

fa whh s fa as a a a -

a f bhas, b s f x bha b -f bs a a aa h ahv s v

sa xs (Faqha 1998).

i Asaa, as swh, h v f bha was

h qa ha v a h sa aav

qa a f f vs as. Bha aahs

hav b v a h aa v, aa, b vss

hsvs wh h s f s s. i s Bh-a Hh ea (Sa a Whs, 2007), AuQA, h As-

aa uvss Qa A, ha h b

s h was ssa s f bha s-

a fa, ha h was a vw f h ass a

bha sas a a a f a sa f h aah.


44/100


i e, bha aahs h hh a s hav

v f h -1990s a h aa v, h as a avah b a aa b, b a f hh a s-

s b a b. ths sa vv a sa b

f ss a w a va bass. tasaa v xss

hav s fa b fa . ths bha xss hav a

a x f qaav, qaav a sss- aahs.

th whh hs w s s x a

ss.

th eSmu ea Bha a (www.s.b) s a xaf a asaa bha xs whh s b h

as f aa b fs h ffvss f vs-w

aa sss. i a abav wa, h a ws wh

sa s f hh a ss was h a f

as. th h was a v f h s f

h ma Ba naa Qa Awa a f h eFQm ea

ex m.

WHAt BencHmArking iS notWh s a ffs bha a wh s a h s

h a hbh, h s a f ss.

A, a b sf ffa bha f wha s .

Fs, bha s a has f s (ca 1990).

y, af a bha xs, ss a b a

ffv wa as sa fa.

S, bha s a aaa a. ia, sh b

a aa ss a hav a s h. Bh

w b s a f h bha avs. i as has

b xb a vav was f ba h fa-

. F ha as, a s aah sh b x.

th, bha s a b ha qs -

s a s h f sss. o h a, bha s a sv-

ss a a a x.



45/100


Fh, bha s a fa, b a sa f v. i assss

aas f as ha a b aa b as ha aas a aab hh a s, a hs wa

ahv hh fa as.

Ah s ab bha s ha s a ss f

as bs fa (ApQc, 1999, www.aq.). i s ss

w bv ha af sv h bs-fa bha,

h asa sh s w av ss ba h

bha whhv wa a h f. Bha s js a -

aav aass f hw a s ahs h hs s fff fa ass, s sh a as s b sf

b ha (cHemS 1998). th s a as f bha s

a f hs a vav aaa f as ha h

ahv bs fa. i s bs a v ha bs f-

a f whh bha svs, v f a sa b bs -

fa.

i s as a ss -, wh a sss a vs-

a a s wh f ah asas a.Bha s as js a sv, wh aa a s a-

a ava s.

i hs s, h bha a f s h s f

a fas bha. i a b v av j wha s

fas - ws a b s a wa s. Hwv, hs s-

a b hf shw wh w sa.


46/100


th ea nw f Qa Assa Hh ea (enQA

2002) h sas ha bha s v-. thssab s f bha a: a, aba-

, a a v a ss f a sa. oh s-

v fas f bha a x a as. o h

h ha fas bha s as a- x-

av wh s v. i has h ss a a

v b v as s s. Fzz as a sss

a a fas bha ss. pfa as b

s s bhas vs bha wh s a-

s f v.

ras a a abs f vss a hs ss v as

fas bha, s h was f v whh s

h ss f bha. ras a fa ab

as. ias f as a a abs a a bas

fav f a vss wh a s shs, aw a-

s a hs, aba f fsss, bs--ass q, x-

sv ba s, ., av sa b ffv vss

ha f as (f. d & S, 2005; ush & Sav 2007). th sas f f ff s f as a sa s-

s. Ahh as a a f as, h v -

fa ab hw h vs ah h s a f h , a-

s a f va qa v f h hh a

s. ras a, hwv, a bha b sv as a

sa f bha as.



47/100


48/100


49/100

A Step By StepApproAcH


50/100


5. A Step By Step ApproAcH

5.1 introduction

th eew f the teate h vs s sa a a f

s, s a aahs bha. Bss h a-

, s a bas aass f 18 xs avs

hh a bha f s e, Asaa, caaa

a h uSA. th xsv j as a bbah wh

sah fas, ab as b fh aqa wh hs

s a as.

F h ss f h j, h bha has b

as h va ss f sef-eaatn a sf-v hh

h ssteatc and cabate cpasn f pactce and pefance

wh sa asas. ths ss aws ss f

shs a wasss, a a hw aa a pe ansa-

tna pcesses fa w .


51/100


5.2 criticAl SucceSS FActorS

For eFFectiVe BencHmArking

Whh a as a aa xs f h wh s, a h -

sa v (wh bw sva hh a ss),

bha s awas h a f shs a wa-

sss a a b sa f s s, wh a vw t set

taets and benchaks f peent. Bha qs a ke

fcs cntns peent hh a aav aah a hsah f bs as, b ha a as f sasa

aa. A bha xs s awas b v as a dnac e-

ecse whh va as a benchaks a aas

whh sa fa a b as as wh h

. i as f as, whh w a h -

a f has.

Wh hh a ss, sssf bha xss a

a s nstttna wnness ncease ansatnapefance, b a eann ansatn, t eew pcesses

a - bass, t seach f new pactces a t peent new d-

es f peatn. Whh a a a v (bha a a-

a fa) a h v f h wh s, a bha

xs w vaab ss f a h x f as-

fa a ss. k w b wh ffs sh b a

axz ss a b sa s w as f sa

v.

Bha qs ctent t chane, vs nanca a

han esces a vv f sen eadeshp a staff a h a-

a vs h s (.. h sss bh-

a) f ss s f aa a

h a f s. Faa s s w b -

f bha xss s h s ha

wh s a xa sa a a, b w awas b s-

sa a s v.


52/100


Bha s a q x a asaa fa.

Ahh a b s a sa sh (as a ba -fffa a s ss), s s vaab as a cntns, n-

te appach b nstttna statec deepent, ssa

h ff f s v sa fa.

Bha qs a s and pfessna appach f s-

h xs h a a f sss, aa a

h a f ss. i qs a, s aa

a wsh. th chce f benchakn patnes s

h ffvss f h bha xs.

A Step By Step ApproAcH


53/100


5.3 initiAting A BencHmArking

eXerciSe in your inStitution

conteXtuAl BAckground: inStitutionAl proFile AndeXperience WitH BencHmArkingth w b a dffeent statn pnt f ee hhe edcatn nstttn.

is , sa aa, asaa a, fs qa

vs, wss ha, avaab ss a aa, a

f a a a h a a sz f h bhaxs.

Sf-ass a hh-a hh a ss w a

s bha aas hh ahv ss; oh hh -

a ss h s bha s a, h wh

ss fs fa ha sa aas. th dffeent

tes bh bha xss w h aah, h-

a h f as, .. a sa b h bs h

s, v v h s s v ba f hs wh a sa s aa .

Hh a nstttns new t benchakn sh a a

a a hh sf-assss xs (whh s ssa a

bha xs), b aqa wh h sss a a-

s f bha, a a a a a bha

xs bf s f bha as. Sa sa

wh a s xs a b h bs aah. if aj ss a

avaab, a a sa xs a b vsa. k w b a h

xs hh, a saff a hav h h xs a ha -

h s s. F hh a ss wh sa

x wh bha s a aahs, as a b

a a a ava v.


54/100


purpoSe, goAlS And perSpectiVeS

Gudelnes - Pupose and goals should:

B x, bh a a xa wh bha as

l h aa/ea x f qa assa a as-

s f fa

c s h ss sas a h v

f a bha a qa

As a s, h bha xs s hav a a fs

Bha s a f ha aa a a s, hf b s ffv, h ppse f a bha xs s b a-

f h s: what wa , wh, a what

wa d wh h ests? g a s fh: Hw w a f-

a h hh a ss? Whh hh a

s s b a hw s s? Wha a aa f

h ss a hw a v? Wh a s f as a bs-

f ss a , s s f a w a a

f sa s. nvhss, h as f bha a

s as f v, b a xss.

th pespecte f whh h bha xs s a s

as b a. A xs a f a customer-oriented perspective

w a h fs a s sa sa f xa as

h ss a, ba h eFQm ex Awa. th

bhas, abs as (.. iSo9000 s) ba, a ahv-

s a w b s f a ss. if a provider perspective

s hs, h fs s v a sss, f xa saffa, h a f h s sa ss. i hs

as ss w b s a f v ah ha x-

a f a ss.



55/100


WHAt to BencHmArk?

The ESmu Epean Benchakn Pae

esabsh 2000, h eSmu bha a (www.s.b)

as a as a as vs aa-

. th a ws a aa bass a fss a-

a sss sh as a qa assa, s svs,

-a sas, a sah aa. Qaav as

a ah b abv qsas fs as qaav aa

ah a aa sss.

i h s f h bha a, aa hh

a ss sf-vaa s a eSmu

xs vaa hh a ss s aas a s f

as. paa hh a ss w-

shs sss a xha as.

th aah s bas h ma Ba naa Qa Awa

aah (uS), whh as s h eFQm ex (sabv).

Wh a a fcs f h bha xs a a a

f h aas b bha, ss f a w

b . ths bvs as wh a fa bha s

a a, b as a hsv sa xs, fs aas

s b a s. F s ba a ha ha has f bha a aa h w as h

s; hf s a a h a

xs.


56/100


th chce f pcesses sh as b wh h ss ,

ss a asaa vs.

th s h hav a aa b aa a

whh was sv. if hs s h as, h w was a a

a a aw w f sss f a bha xs

hh sf-vaa w b h s s. i a ass, s a hav

a a sa f bs a, bas s, s h,

s ha a as bha xs wh aqa ss a b

ah.

The SPiNE pject Benchakn the anaeent f enneen

edcatn

i 2002, h Spine j, a ash f 10 ha s a

vss h uSA a e (ca m uvs, e

ca pas, e phq Fa lasa, es-

ssh thsh Hhsh Zh, ga is f th,

ia c l, k tsa Hsa Sh,massahss is f th, rhsh-Wsfsh

thsh Hhsh Aah, thsh uvs df)

fs h bha xs a h vs, ss

a as. thh qaav a qaav qsas, s vss

( bh aa a asav as a saff), a

a svs, h j aj s f f a s

a a f as sh as qa aa

sss s a, ah hs, a

wh s a h aa aa a s f s.

www.h.h/fs/s.f



57/100


th Benchakn n Astaan Hhe Edcatn: A theatcAnass f AuqA Adt epts (2007) ss sx as s vss

ha hav a a bha j. W w f h.

th ra mebne insttte f Techn fs s bha

j fs ashs wh h a a a -

s whh has a s hh h Sa f Va wh s

c f c a a ashs. th c fs

v fa-bas as f hs ashs

whh h bha j h f.

A mnash unest, h fs f h bha j was s-

ass a s a sss, va h sz

f s s a a a hh f aa ss.


58/100


cHooSing tHe rigHt BencHmArking ApproAcH For your

purpoSeA h v f va ss, as a shf s f sa as , a hf a h

s sha s s f fa h bvs ha

ssv aa a b ss. ths was v h b f h

j as s sah fa fa f 18 aba-

v bha s vs aa. Hwv, a

hh a ss a a vas s f --

bha aahs. i h j w w f awa ha h

bha s a a h hh a s, whh s avs a a a. W ava ha bh -- a

abav aahs hav h va a ssa a

aav aa ah a h fh ss bha. i bh

ass sss f s, a a fa sha s b a

wh a af a. m hs a b f h s c-

a bha xs.

A s ss, -- bha a b a hh av

sa a s sah wh h s a b aaavaab sva h ss as a aav xs

s f v.

i -- -abav aahs, bh hh a s-

s h aa a aabas whh aa as aa f h

hh a ss, hs xa aa a b b h

fssa assa/s a whh as h bh-

a xs. o h aa hav b , hh a s-s v a f h ss a fa wh h a

s aas h . th h hav h ba

x av f h aabas w whh w h h ss a

ahv hh vs f fa.



59/100


THE mAximiZE Tool Benchakn aketn statees

uk-bas s a th kw pash, ffs h

mAXimiZe (www.axz.a.), a v-bas ss

bha h qa f h sss hh a ss

b sssf h s as. th aws bha

aas a a hh a aabas f vaa ss

ahv b h hh a ss. th ss 142

as f x, ah s a ss.

F aa s avaab f sf-assss a faa b a

xa vaa s v.

g a ss h wbs as ss a f-

s. th a bas h s f h whh s a

sa sss (vas f h asa, aa vs a

, sss, .) a a sss (.. a

sa a asa f a; f aa, ba-

-a aa a ba), a ss faa a sas ( ssa vaa) a

sa fa ( a w bjvs a a

wh h ).

Cabate benchakn a b a vas was. i a sa

as a initiative from one universitya a a hh -

a ss f a bha xs. th aa w a s sv

h vs a h ss wh h vss w b

ba aa f hs, whh a sv h w sa v-

s. i a, h w b a f a w w f xha a

ssb w j avs. exas f abav bha a

b f h a European networksf vss whh hav b

a f as j js, a whh hav h -

ba bha avs wh s ( a) vss h -

w. S asas hav ah national, European or internation-

al benchmarking programmeswhh h ff s vss.


60/100


CHE benchakn

S 1995, cHe, h c f Hh ea dv (www.

h.) has b faa h Bha cb f uvss f

th ga. th cb has a hs w aa

aass, a b, sah f, as a h -

a f Bah a mas s. th cb ws aa,

s bh qaav a qaav hs, a ss v-

ss hav sa a aab bs.

S 2001, cHe has as faa h bha b f Fah-

hhsh (vss f a ss) whh fss vs

asa (s svs, s a asa f f).

k a hs avs s h v f vs va

a aa.

th avaa f abav bha aahs s ha h ff

ssbs f fh w a fssa v bws f ff ss, hs f h a s f

h bha xs was v a hh fa.

i h uS, a-sa abav bha xss hav b

a b nAcuBo, h naa Assa f c a uvs

Bsss ofs.



61/100


The NACuBo benchakn acttes

nAcuBo (www.ab.) sa bha f w a-

a 1971 a has b aa xss hs h

s h. i 1990 a s bha xs was ah

sa a. th Bha xs w

ss ab 750 ss a h xs sa a 425

ss.

nABuco aas a bha h s avss a aa sas wh a a -

s s. th s aa f h bha

sa a ( s sas) was ah 2007.

th aws nAcuBo bs ass h vaa f

svs , a a a fa aas sf-s

s. A -sa aass a b ff s h -

, aass, s a a bsss v aa fs

f h . th a s f h sas ha bs s h s f

ah hh a s.


62/100


gAining commitment

th sv, a a sa f h bha xs w h f a a wha v ah hh a

s s . Hwv, a ass s v -

s va s ssaab f h bha xs v .

if bha s a ss as a f sa ha, s

aa s b vv v sa s a s h

a f ha.

A bha xs s bh tp-dwn a btt-p nteactns

bw s-as a saff a vas vs. ths w s bhwsh f h ss a sss s f a.

Saff a h aa aa ah a a aa f h

bha xs sa ha,

vw sss a w s f as.

The Aahs Benchakn Netwk The Nthen Epean Bench-

akn Pject

i 2006, Aahs uvs a a bha xs (www.

a./bha), v h f vss f k, B,

ghb a t j. A a -fa hh a

ss, wh a ba a f s a ah, a a a

a h s as w h .

th bha xs was ah f a a h-a fs sah aa, aa f aa

mass as a phd ss. Aahs as h av.

Aa, h vss rs . i a, h as as

w h fa--fa s v a a a a

a b a a b h.



63/100


Selecting pArtnerS And Forming A BencHmArking group

Gudelnes - Benchmakng patnes should:

B s bas a sha sa f h bha

as, s a ass, whh a a xs

-sa as

Hav a a a a sa f h x

f vv (, ha a aa ss) f h

sa

es a hh v f s wh bha ws, as ssvaa w b xha

oba f s aa f a a hh

a ss

o h fs f h bha xs has b , h x

sa s h a f a as, gv h js aah,

hs s as h f vw f va hh a ss

sah f sva as. B ahh s x a

-- bha aahs, h sa s a.

ca bw hh a ss wh sa haas-

s s f , sz a f avs as a w b -

ab ha a wh a ff hh a ss. t

f hh a ss wh sa s s w a

hh f hh a s a aa aa, s-

s w s s sah, sa as (f xa a

hh j js -sa as wh h ss) a

bshs ea ws.


64/100


th s aabas ea s as sah

f sh xss. Hwv, a sh b a h v fh assa j f hh a ss ceiHe ( a a

has a umAp) (h://www.w./hs/sah/js/h/).

ths j as v a s a h vs f hh

a ss asa. Sh a w hav

ss, a w a hs b f a s f a

ss f bha ss. Hh a ss hav

as f sa ws wh sa ss ss h

wh j as. exas a eciu (h://.wb.a.), h cba

g (www.ba-.), unicA (www.b.a.b/a), h ideAla (www.aa.) a leru (www..); s f hs

ws a w bs ha hs.

t b faa wh bha aahs, as w as f

bha as, s avsab x xs bha

as ff b aa ea assas a s

wh bsh ha bha hs wh h s

xss b h bs. ths vs h ha a x wh

bha s a as a f ss. ixs s, h h f a ss s v f h b-

. thh x, aa h s sa ss a h

a b , wh w a as f f bh-

a xss.



65/100


ECius benchakn acttes

th bha av f h ea cs f ivav

uvss, eciu (h://.wb.a.) was sabsh ff

hass: h s has ba 2004 wh h j Asa f

vav vss; h s 2005 wh h j iaa

mb f Ss; a h h has sa 2006 wh h dfs

pj: dv iva f uvss S ess

(www.fs-j.).

A fssa sa s ha f h a f h ia-

a mb f Ss, whas h a f h h as s

a b h s sf. th bha a

ss f vss has i, f vss

has ii, a sv vss has iii. th vss hav sa

sss a haass, a a sa aha ass e.

th bha xss s a x f qaav a qaav

hs a vws. Qsas w s f h As-a a mb js. ra h asa bha-

j, a ss f qaav as a qaav qss

w aas. i h S mb pj qaav as

w s. th as f h s ss asw qsas,

f whh h S c hs bs as.

i aa h bha xs asa va,

eciu s B cas b a vss (1998) as

a sa a bhas aas whh f hw s

eciu vss w f v asav -

sss s f h ss f b vav vss.


66/100


ua, h h f as w h sv a,

h a aas hh a ss ha a asa b ha shw hh ahvs h fs aa, wh hh

a ss (.. s f ba a h sa v

b f whh w was f as a b a). iv hh

ahv a f hh a ss a h as h

v f fa a s w bhas. Wh fs h bh-

a xs a aa sss, hs a

ss shw a ba x f s a as s

as a bhas, b h aav a ss b a

b h vs f h ss.

Sz as wh s a a sa s bha

xss. la avs sa a a ass , wh a

sa. ms a-sa bha avs bsh h

ss bh s-w a h a b, bvs ff

fas a wh ff . i sa bha s w b

as as a as ha a sf s

aw f -h bha. A sa av as as ss vs-

asaa s. Wh a a bha xs, av s sa wh a f 10 15 vss, whh ss b h

s ffv s f a a ash, as, -

h aa a ffv ss. ts bw as s

f sha aa s a.



67/100


Seectn and cntactn ptenta patnes> daw a s f 10 15 a as bas s sah

a sa as

ca a sah h sz, , a ss f

hh a ss

Ava sa as (ws, js, sa f

sa sss)

> ca s hh a ss wh a fa

ab h bha xs:

y s (aa ah, sabsh a w f fha)

th s f h xs

tfa a x ss

> ma a h a s aa v v

> esabsh h bha

> d h bsh f h (.., whh w b

a s f ss


68/100



5.4 conducting A BencHmArking

eXerciSe

reSourcing And mAnAging tHe BencHmArking eXerciSe

Managng a bnhmakng xs Som gna av

d whh s xs -saas/bhas as

sa

dv a a a f h aa ah, vw wh hha ss h ash

A h bha a, saff a h a s

ca h aa (a a xa) qs-

as, s vss, vws

dv a a a wh as f v

i h a a a s w aas f bha

t a a bha xs ffv, ss a , aa stafn a h aa , h aass a h -

a has f h bha ss.

d a a a a a as aa (wh sss h aa,

wh as h s, .), a ab wh ss, bs f

s (a a wh as). A hs w h v

f saff a h bdet. Sssf a s f h x-

f h bha xs. Saff tae bs a a

aa asaa bha xss. S saff tann bha s a as h as b q. th va

vs h xs w v h h sz a sa f h

bha xs.


69/100


F a abav bha xs vv sva as, w

b ssa h a vs a as cdnat f hwh xs h a sa ( ah f asa) a

as xa a f h as. th xa a a a

a s (.. b a b f h bha b b

s f faa ssss, ss aa a v aass).

insde each patne hhe edcatn nstttn, w a

s a as pject anae a h s f vas

, a h a vv h bha xs a as wh

s aa. th j aa s s ha h a -vv h bha xs has a sa f xa-

s, h ass, s a w w ha sss f

s v. Saff sh hav ass h aa -

ss h vs f aa ah.

Bha xss a te. th fa s h a

a sa f h bha xs. S bha xss a

sabsh as a -ff av a s ss f a v

f . i s ass hs a h x a h sss.B va, bha s s ffv as a aa wh s

a a bass. thf qs s a b-

w h saff/h ss a aa ssa ffs a h

aa , aass a a.

ova, a a f as whh as ab s b a.

ths sh hw ass a a s. A a

s h c f c f h Aa pv & Qa c (ApQc)

whh asss a ss f bsss, a a v.


70/100



The APqC Benchakn Cde f Cndctth ApQc iaa Bha cahs sv has

a a Bha c f c f f a ha bh-

a. th c f c a b f h wbs www.aq..

th s s a h s, ..

1. p f la f h bha xs a aa

2. p f exha

B w v h sa a v f fa ha s

qs f h bha a B hs a

3. p f ca

4. p f us

us fa ba hh bha f ss

sa h bha a

5. p f ca

rs h a f a asas a w

wh a a s

oba a vas ss bf v hs h a ss a a qs

6. p f paa

B a a a a bha a

pv a qsa bha vss

7. p f c

c ah bha s h sasfa f a

bha as as a a

8. p f usa a A

usa hw h bha a w b a


71/100


APqC fthe adcates that benchakes shd : kw a ab b h Bha c f c.

Hav bas w f bha.

p a as, hav wha bha,

fa vaabs s, z s

f as, a s sf-assss.

Hav a qsa v, a sha ava f qs.

pssss h ah sha a a w sha fa

wh bha as.

W hh a a sh.

th Bha c f c as s s f a-

s bha xss whh (a) s a

vv. i hs as, s avsab sabsh s s

ava. i s a as s f ssv aa

ss as v sh aa. A ha h a

h assb a v v aa. i a as, ApQc

avss ha fa v f bha as sh

awas b a as a as.

Gudelnes - Pocedues/opeatons should:

B a s a asa h whh s

a bh s h s a a bha

as

B s wh aqa ha, aa a h ss

a h bha xs

Wh aa, b b af s a a

xs assss/vaa w

B sabsh s as ss aa a w-s wa

es a a /vw f h ffvss f h

bha ss a s va has a h

va v wh h aa ss (as -

s)


72/100



dAtA gAtHering

CHooSiNg A mETHoDology For THE DATA CollECTioN ExErCiSE

daa ah s sas a wh a sef-assessent, a -

sa a a f a sss a wha as f

wha s, bf a a xs a aav aa.

th a v f aa b w v h h

fs f h bha xs. i a as, h a f aa

sh b as f bs ss. mas wha s b as

(ah ha as wha s asab) a s v h bsssb as whh w a ssb sh a

as a bhas. tas sh b as s as ssb. A a

s sh b aa bw as f fa a -

ss/as f sss a s. th a a h a -

sa f hw fas a ab a a b hh va f

a sss. ias sh b sf h x f

a s a s fas wh a h sa sf

a aw f aa ass wh bha as.

o h fs f h bha xs s a s wh a

s s sah xs fa-bas as, saas

a bhas f h aa wsh bha.

F h aa ah, h h w v h h fs

a x s f h bha xs. Qaav aa, qa-

av fa, fs aa sss a x f hs, a

a vab s. th bha s s ha a s qaav as fs sb-s ah ha wh

hh a ss, a f xsv fs asav

ass ass.


73/100


S xas fw f h eSmu Bha a.

if h fs s benchakn the han esce anaeent, ba-

aa w b sh as h ss ss sa, a

sa , a a asaa ha sa a hw

h Hrm sa s a h va sa. Bha Hrm w

f xa a wha hass a s as h Hr sas

a a ffvss (.. s f aa shas,

v h baa), wh has ssb f s ha h

Hr s wh sav qs, a h v f saff a

a s vv s a s. ca bha Hrm w as b sss sh as h baa bw a

a vv Hr av a hw s a f Hr s

(a f s hass a wh vaas a

aa fa a aab), hw h vs s s

va qs f saff v a ahs hs wh h s

f vas, hw a a v ( as, ah,

va s, sa s, h jb a) a v a

hw h ffvss s vw.

A benchakn eecse n etena fndn w a h v-

hh h s av s aa was f as

, h fssa xs v sh avs (-

a , f as, a, s aa, a

ah), a s f h sb f a hh

hs avs, wa ss a a s f a

av.

l a stdent seces, a bha xs w ass, f

xa, h as a bjvs f h s svs a h

vss ss sa, hw h vs f s svs s

as, h sa ash bw h vas svs, h

a f svs avaab ss s (hs, sab

ss, h a, aa h, aa ss).


74/100



Gudelnes - indcatos should:

n s b as s a/ sss B qaav as w as qaav, as s sss a bs -

a b s a x f qaav a qaav hs

B s a h va f h s, s

xs aa

mas s a s

Eaatn the ena cntbtn f hhe edcatn nstttns

A Benchakn appachi 2002, HeFce bsh a h a b f

vss. th s f h bha aah was v

a wa assss h a a f hh a ss

v h s, h s sa s a s

j sa v.

th HeFce s bh qaav aa ah (.. hw

a jbs a a) a qaav aa (.. hw w h ss f

aa a s f).

HeFce ava ha as x, s h av

sss f aah a b f j. i bh wha

a a as, .. h wa whh hh a s-

s s a wh h ( h h hs,

sss a, .) a fa as (.. assss as

as s f s s hav b ahv).

Bhas f a v w wh hs a

sb-hs, wh h s hh a ss

h fa.


75/100


A anttate data athen eecse w s as a ha aa

s f as a bhas f v, f xa h bf s ff as h f sah as ( h as f

a bha xs sah), h b f aa

ss a aa saff, h b f (av) as wh h

hh a ss, j as a h f h

b aa aa avs f a bha xs

fs aasa. A a a s v h

as a xa f qaav aa ah xa f.

ACTiviTy gssince

Dectcsts

oeheads Net nce FTE Staff (Acadec& sppt staff)

Cntact eseachrsah ea fspva s fsgv fsohs

Cecasatnpas & lsspva ascsas

F cst stdent fees

Teachn & tann acttesc a ssSh ssSas ssS shspva a saff ssohs

An acttes

Fnd asn

Endwents

Patneshp fndn f Capta

pjects

othes / specf

ToTAl

tab. 2 ta - exa f ( hsas f )


76/100



S h a s bjv ha aa f bjv as a

a s, a s f h f aa q a ssa av sas. mssas as , aa

asaa bha xss, aa ffs v

bas s .. saff b, s, v b.

Benchakn itaan unestes

A bha av was sabsh ia 1999, fw

a w 1998. th hav b sx g pa js f

whh h s h w aa s b h ms f Hhea. S 2003 h a has b sf-a b h

aa vss. i a 36 iaa b hh a s-

s hav b vv has ah, w f 10

ss 1999 21 a s. th a s h has f a

sah a h p ma; hwv h s a

a a hh aav, vv bh aas

a fs ah aa vs.

th as f h bha av a a h aa f a-sa, a v s fa. Fs vw as a

-ff av, ba a a av s sss. A

a f h s s sss wh Sash vss.

th bha av fss h sb-s f h hh a-

s, sh as h a svs wh a aa fs

asa. th aas v s s svs,

ha s aa, ss a , as w as

a a sah s. th a fs f h bha

av s bh s a s. A - aah was

hs s abs ass bw ss v sva

as. i h bha xs bh qaav a qaav

hs a s.

S h://as.ss./s3/as.f?absa_=528357


77/100


The Hhe Edcatn infatn Sste (HiS) benchakn acttesi ga, HiS (www.hs.) ffs w s f bha: a -

ss- aah a a a- aah f hh

a ss.

th ss- bha was sabsh 2004. S

h, ff Qa cs sa. th as a asa,

sa S a Aa mas, Ha rss,

esas a Fas, ifa a ca th,

Fa . th a ss sva s vabw 3 a 12 ss, sa ga a h sa

s.

th a- bha as a av aas a h

sa aas as f h h HiS bha av. Vw as a

-ff av was af .

th bha xs ss qaav hs whh a a

sv qaav sss f sss. th f qaavas s h aa, b a s a

ff aas.


78/100



CollECTiNg THE DATA

Sf-assss s h s s f ffv bha whh hha ss w a a aa sa f h w

s a sss. th eFQm ex m a b a x

hs s a h s, a a v f as a s

as f v.

Whh aa-ah hs a s s a fas (s

abv); sah hs habs a v a h ssa shs a

ss. Hwv, a aah s as fws:

Fs, s a a f a qsa sv, h h f f

s qss fa. ma s ha h -

s a a h as a a vss. A a

wh a as w b a va s f

a sa.

o f h x s s ha h as/qsas a s

a as wh a a f . th a s

sh hav saff avaab af as. y a wsh a hvws s vss h ss f qaav ass f h aa ah-

xs.

Aav a wsh qaav aa hh s

vss b w/h xs/s wh w s a qsa a

hss. Vaa f fa wh as f aa s va.

gah a aa a saas fa/aabas s f aa -

a f fh s bha a h xss.


79/100


t assss h fa f hh a ss aas a s f

bhas S sss a f s. th mAXimiZe f a- sas ss a s f 1 6. i h eSmu bha a

ss a v f 1 5 assss wh hh a ss

a as hs. i h eSmu a, ah faw

ss as a b f sb-s, a h assss, h

ass f ah a xa b asssss s f:

(1) h appach a b h vs (.. s s v-

s h a bs ssa aah wh v f -

a hh-v a),

(2) h appcatn f ha aah (.. hw w a ss s ba) a

(3) h tces whh a b ahv (.. f h -xs f

aa sv s s aas wh s

a a a- s wh a hs).


80/100


reporting reSultS

th x sa w b ss aa a cpaate, stctedand tanspaent epts h ss, whh a a saab

a hs vv.

Gudelnes - repotng esults should:

B a a ffv wa (a/xa)

p w-s, asa a aab fa

(qaav/qaav) wh a vw f as a

as fa whh a a f a-s

A ass ha h b a h vsb f hbha xs

d h ss f h bha xs s s sss.

tw s f s a b f a s s s

a wh h ash:

(1) a ss f h aa ah xs

(2) sa s fs as, fa a a-

s, f s aa.

pb ssa f ss w ha h a bh f h hh

a ss a f h bha xs sf a sa-

hs. th ss f a ss h s a s b

ass af. rss f h bha xs w w

bhas f h s, s b w b vaab, b bv-

s a s a h a ss. S bha

xss hav ss a as wa f s ass f

h xs wh ssv aa w a sa.

caav abs wh qaav aa .. saff ss, s b,

b f sffs w b sf v a q vw fa b

hav as a a v a bas vw f a f h x.

daa a abs a awas vaab wh aa wh qaav

ba fa a aass.



81/100


o h aa hav b a aav s,

h aass f as fa a ffs bw ss wsv as a bjv bass whh v sss, h a h v

f va hh a ss as a v xs wh

h ash. d h v a fs f h xs, h w

b ff as f sa a s a as as

ahv s fa wh hh a ss. i s

a ba h ff aa a a xs whh

w aff ss.

i h x f qa assa Asaa, Benchakn: A ana

f Astaan nestes, mk (1999) a ass

f vs f a was bha h, v 67 bhas

9 aas f vs av, .. va, a a aa-

, xa ashs, aa a hsa fas,

a a ah, s s, sah, ba a fa

svs, aasa a saf. th aa

as a hw assss ahvs s f , ..

a, vs a a.S h://www.s.v.a/ahv/hh/hb/bh.f

i 2006, h de iiii eu-f ha w h ass

f h Asscatn f denta Edcatn n Epe a a

ss f s asss a shs v aa

a qa assa sss wh xs fa/vs

QA sss, as a wa s h Ba pss a h ha-

sa f a a e.

th v s w wh a as, sf-

assss as (, fa saff, ss, fas a

fssa assas) a xas f as f

qa assa. S was h://www.a.


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o h ss f h bha xss hav b a

aas, h a s s h s f a cea faewk, a pecse

actn pan a cnet the ests a bha ffs

ped pcesses a ansatna chane.

th w f h bha xs (.. h a s

s a s) w hav h ssb vs h ffvss

f h a wh as, taets, estnes and deadnes a

aa ss f h ha ss a a ffv.

ps js f a a aa aa ss

f h ffv a s ssa.

pas f has sh b as a a ss v .

obvs wh h fs f h bha xs w h

a a a a, sh a as v

fa sh b , a a a as a

a as f h hh a ss.

ia bha sa a, cndctn benchakn

eecses as a ea pactce a w s f bha

w s - asaa vaa a a a v

. th eAdtu bha -a has hs bjv .

Sh a ha aa s a stn eadeshp s a

s a s h a. Hh-f hh -

a ss s a va f s, bha, b

sa h as a ss was as fa.

5.5 conVerting tHe reSultS oF A

BencHmArking eXerciSe into neWApproAcHeS And modeS oF operAtion


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The EADTu nne benchakn t n e-eanne-x, a w-a j (2004-2006) f h ea Assa

f dsa tah uvss (eAdtu) a wb-bas

s fs -a hh a (www.a./-

xqs).

th qckscan aws hh a ss bh-

a h ss a as a -a ass.

th qat mana f e-la Hh ea vs a s f

bhas, a fas, fa as, a assssss. i vs h sx aas f Sa aa, c

s, cs s, cs v, Saff s a S s.

A f assss as s a n-ste st b a -a x.

i hs as, h fs h f h sf-vaa

whh ss w f h vs x. A h f h f

assss h x vs a va fa a

as f v. uvss v a a a

f v a hav h xs s a fba f hs.

th x s s Eceence+ (www.a./-xs), wh

eAdtu vs s h bh aa qa

assa faws a a sa v s hh a

ss.

Wh a hh h e-x assss v w

as, vss ba h e-x Assas ab whh s a

f h v f -a.


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in SHort


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6. in SHort

ths hab f bha as b a aa xss

bha f hh a ss. W s a b fs f h xs a h w-a j Bha

ea Hh ea, whh absa s sh b aab

(wh a ssa aaas) a hh a ss ba-

a bha xs. W fs wha ss b h s

a bab s ff f bha: abav

xss a a b f hh a ss a a a

sa ff h as vv.

W s vw h v v f bha: s a h qa v h bsss w, a hw bh qa

assa a bha a hh a.

th, w s a b f ss - a sas fw hs

ss - ha w v f h j. of, h va a

, ss bas s a sss ha w aw f

fa-f-f as. Af a, as s f hs fas.

The steps in a benchmarking exercise are:Initiating a benchmarking exercise in your institution

cxa ba: isa a x wh bh-

a

ps, as a svs

Wha bha?

chs h h bha aah f s

ga

S as a f a bha

Conducting a benchmarking exercise

rs a aa h bha xs

daa ah

- chs a h f h aa xs

- c h aa

r rss


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Converting the results of benchmarking exercise into new approaches

and modes of operation

Wh h a f w aahs a w s f a, a

w bs: h w was f w w b vaa,

h hav ha hav a a, a b a wh h as

ahv b h h as w aahs. i h ws, a w

f bha w aa vv.

W wsh a ffs v h fa f

hh a s! mawh, w a f a v-: s as s w s hs hab, s ha a

b v f f ss.


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reFerenceS &BiBliogrApHy


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Aa, Hs: ea Assa f Qa Assa Hh ea, 1 38.

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enQA (2002). A mh f ma r xs wh a h f a

f qa assa as, enQA oasa pas 4, Hs : ea

Assa f Qa Assa Hh ea, 1 - 43.i: h://www.qa./s/a.f

eQuiS (th ea Qa iv Ss).i: h://www.f./qs

ea css (2008). Aa , pss was h lsb bjvs

a a a, as a bhas 2008.

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bhas f ss was h lsb bjvs a a a.

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xs aa r&d s e. paa f h ifa f

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ea c (2007). c ss 25 ma 2007 a h faw f

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ex (e.) (1996). mh v wasvb va h h wjs aa h

eFQm-. g: Hazhsh.

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Aa. i: Sh, A. (es), Bha Hh ea: A iaa rvw.

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bha aah.

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iSo 9000 (f a ):h://.wa./w/iSo_9001

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kajaa, A; k, k; ns, S. (2002). cav Bha: ds Ssaab

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uvss. caba: da f ea, ta a yh Affas.h://www.s.v.a/ahv/hh/hb/bh.f

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ks.

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BiBliogrApHy


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ten good reASonS

to uSe BencHmArkingAS A mAnAgement tool

Bha shs a ss ab sssf:

Self-assess their institution Better understand the processes whh s sa fa

a a as v vs

Measure and compare h , .. hw w ah hh a ss h s f,whh hh a ss a b a wh

Discover new ideas, saa; la f hshw v

Obtain data to support decision-making wh w savs

S targets for improvement f sss a aahs as fa

Strengthen sa , sa fa aa

eha reputation a b s is Respond aa fa as a bhas S new standards for the sector h x f hh

a fs

bench marking practical guide

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