Download - Bench Marking Practical Guide
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A prActicAl guideBha
eaHh ea
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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.
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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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7A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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8 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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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purpoSe oFtHe HAndBook
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12 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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13A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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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HiStory oFBencHmArking
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16 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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17A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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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18 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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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19A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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).
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20 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
HiStory oF BencHmArking
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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21A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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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22 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
HiStory oF BencHmArking
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.
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23A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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).
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24 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
HiStory oF BencHmArking
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).
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25A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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26 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
HiStory oF BencHmArking
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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27A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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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28 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
HiStory oF BencHmArking
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.
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29A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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 .
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30 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
HiStory oF BencHmArking
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).
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31A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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conceptS AndprActiceS oF
BencHmArking
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35A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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)
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37A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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38 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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)
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39A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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40 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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).
conceptS And prActiceS oF BencHmArking
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41A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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42 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
conceptS And prActiceS oF BencHmArking
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43A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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44 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
conceptS And prActiceS oF BencHmArking
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45A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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46 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
conceptS And prActiceS oF BencHmArking
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A Step By StepApproAcH
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50 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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 .
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51A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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52 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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53A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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54 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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55A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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56 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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
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57A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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58 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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59A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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60 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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61A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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62 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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63A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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64 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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65A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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66 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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67A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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
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68 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
A Step By Step ApproAcH
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.
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69A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
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70 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
A Step By Step ApproAcH
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
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71A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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)
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72 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
A Step By Step ApproAcH
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.
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73A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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).
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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.
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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 )
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76 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
A Step By Step ApproAcH
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
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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.
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78 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
A Step By Step ApproAcH
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.
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79A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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).
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80 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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.
A Step By Step ApproAcH
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81A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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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82 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
A Step By Step ApproAcH
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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83A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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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86 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
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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90 A PrActicAl Guide -Bnhmakng n eopan Hgh eaon
reFerenceS
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Qa. ASHe-eric Hh ea r Ss 95-5. Wash dc: g Wash
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Aab, m; Azz g. (2004). Bha uvs Avs: A iaa cas S,
Faa Aab a maa, 20 (2), 205-220,i (Absa): h://as.ss./s3/as.f?absa_=528357
Ba Awa (1992). 1992 Awa ca, ma Ba naa Qa Awa.
mwa, Wi: Aa S f Qa c.
Bba, r. (2000). maa fas hh a: wh h f, wha h
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B, c; l, A; ma, l.; r, H. (2002). S Sssf pas
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ca, r. (1989). Bha: th sah f s bs as ha a s
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ca B. r. (1998). ca ea uvss: oazaa pahwas f tasf-
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e, S. W. (1998). A Bha Hh ea. A rvw f th
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enQA (2007). Saas a gs f Qa Assa h ea Hh ea
Aa, Hs: ea Assa f Qa Assa Hh ea, 1 38.
i: h://ww w.qa./s/eSg_v03.f
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.
ea css (2007). ca, A h faw f as a
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ea css (2000). ca fa: a sa ah a bha
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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HeFce (2002). evaa h a b f a hh a s, a
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Js, m. l; Hbs, r. S; passha, A. J. m; gs, S; d, p; r-l, V;
Sasas, A; Ha, J. (2007). Qa assa a bha: a aah f
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A. Sh (e.) Bha Hh ea: A iaa rvw, 7-20. l:
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uneSco cepeS ( b l. Vsa, l. gb a d. pa) (2007). Qa
Assa a Aa: A gssa f Bas ts a ds. uneSco: Bhas,
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yas, m. m. (2002). th th a pa f Bha: th a nw, Bha.
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das, B; Shaw, p. g; Sh, r. (1997). Svh i Sh: A rsv f h
nAcuBo Bha pa, Bsss of, 31 (6), 29-33.
ea c (2005). ea Qa W: th H k ex. A hab
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ga, S; p, g. (2004). Bha h uvs: la Ab iv.
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HiS (.) (2005). Bha v Hhshvwa. Hav: HiS kzfa
B5/2005.
i: h://www.hs./f/b_b/b200505.f
Ha, B. (1997). Bha uvs Asa - cas S.h://www.saf../sh/b/bha.h#Bha
Ja, d; (.) (2002). Bha a Qa maa: th dba uk Hh
ea. Bha: uvs f Bha, ltSn c f S, Ah
a ps.
lfs, e. (2002). th Sah f Bs pas ea Hh ea hh
Bha. mas: uvs f Hs.
i: h://www.s-./a_/f/ass007-h--03.f
Ja: Bha Hh ea
k, d. e; Shaf, B. S. (1993). th p yas: th gwh f h nAcuBo Bha
pj. o: Va.Absa: h://..v/ericWbpa/s/s/das/a.js?_fb=&_&ericexSah_SahVa_0=eJ476101&ericexSah_Saht_0=_a&a=eJ476101
ms, r. e; Shwaz, g. J. (2002). Bha S Affas, nw ds
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psh, t. m. (1995). Bha: A pss f iv. i: ta Qa maa
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a r cs, nABuco Bsss of, 26 (5), 28-35.i (absa): h://..v/ericWbpa/H.a?_fb=&_alab=rdas&ericexSah_SahVa_0=eJ453175&ericexSah_Saht_0=_a&bji=0900000b80033545
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Sv, J. A. (2000). iaa Bsss - Bha f n Bsss Ss
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as f Sw, ta ea a maa, 10, 173 192
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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