A quantum leap in informal benchmarking : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Organisational Excellence at Massey University, Palmerston North, Manawatu, New Zealand

Despite the paucity of available literature on informal benchmarking and the consequential lack of its understanding, informal benchmarking has outranked established benchmarking (formal), placing 4th out of 20 of the most used business improvement tools, based on a 2008 Global Benchmarking Network (GBN) survey of 450 organisations worldwide. This paradox is exacerbated by the growing popularity of informal benchmarking, even though it is not correspondingly as effective as it is widely used. Therefore, two significant gaps need be filled: firstly, to develop a theoretical understanding of, and secondly, to investigate how to increase the effectiveness of informal benchmarking as an organisational improvement tool. A pragmatic mixed method quantitative-qualitative sequential design using an abductivedeductive- inductive approach is adopted. The product of abduction is a preliminary conceptual model of informal benchmarking from the transdisciplinary academic review of benchmarking, informal learning, organisation learning and knowledge management, augmented by concepts on quantum thinking, innovation and positive deviance. The model informs the quantitative survey questionnaire, whose deductive results of 81 survey responses from 14 countries informs the in-depth semi-structured interviews of 16 informants from 7 countries, the resulting dataset being inductively coded into conceptuallydriven dendrograms. The integrated findings refine the conceptual model of informal benchmarking, and develops a toolset-based application model (a pragmatic outcome of the conceptual model), a maturity assessment framework and an eco-system strategy. From here, an informal benchmarking roadmap is synthesised, representing a sustainable platform for informal benchmarking to be deployed as an effective organisational improvement initiative. The research sets the stage for a leap in scholarly understanding of informal benchmarking in the wider context of business and organisational improvement, and offers organisational improvement practitioners an invaluable cost-effective solution in a time-scarce executive world. This pragmatic study of informal benchmarking has possibly unleashed a different epistemological stance within the benchmarking field, by advocating an organic approach to benchmarking, in contrast to the highly methodical approaches associated with conventional benchmarking

Development of a benchmarking framework to assist educationists and schools on sharing strategies and application of best practices : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Engineering at Massey University, Manawatu, New Zealand

Benchmarking is used by organisations for comparing performance and for the learning and implementation of best practices. While benchmarking remains a widely recognised improvement tool for practitioners, its application by school systems and schools still remains to be investigated. In this research, an exploratory pragmatic multiphase mixed methods research approach is adopted to investigate the use of benchmarking by school systems and schools. Through the preliminary literature review, school systems and schools were recognised to be using benchmarking informally without being aware of its application. Further research showed that informal benchmarking brought improvements to school systems and schools. It is envisaged that school systems and schools can obtain greater improvements through the systematic use of benchmarking. Therefore, a benchmarking framework has been developed to assist school systems and schools in the planning and application of benchmarking. At the start of the research, a preliminary conceptual model of effective benchmarking was developed and this model has guided the research methodology. Then, a literature review was conducted to validate the use of benchmarking by school systems and schools. Next, a quantitative-qualitative survey was administered to school systems (n = 20) and schools (n = 183) to determine the frequency of benchmarking used by school systems and schools and its contribution to their performance, along with an identification of the benchmarking techniques used. The survey also recognised school systems and schools obtaining effective performance through benchmarking. Subsequently, qualitative structured interviews were conducted with these school systems (n = 4) and schools (n = 19) for an exploration of their benchmarking techniques and success factors. Finally, findings from all three phases of the research were integrated to develop a benchmarking framework to assist school systems and schools in the planning and application of benchmarking for the learning and implementation of best practices. The theoretical contributions of the research include the acknowledgement of use of benchmarking by school systems and schools and the confirmation of the association between benchmarking and performance improvement. The practical contribution is the Benchmarking Framework developed to assist school systems and schools in the application of benchmarking approaches and to guide them in the identification and implementation of best practices. Finally, the limitations and future research opportunities have been outlined. One of the most significant research opportunities is to apply the Benchmarking Framework for an actual benchmarking project for the learning and implementation of best practices

Knowledge sharing practices and tool in a logistic compan

On a global basis, organization recognizes the importance of knowledge sharing (KS) as a means to gain or sustain the knowledge in individual thoughts. To sustain and gain knowledge, the individual has to know, adapt and share it with others. In the past, there was a knowledge gap that happens among the community in organizations. This issue arises due to a few factors such as insufficient information and knowledge, no communication, not enough expertise to supply important knowledge and no suitable platform or tool to support the knowledge gap problem. Similar to Tiong Nam Logistic Group (TNLG) in this research study, these problems happened due to lack of specific tools that can capture and share all the knowledge especially in solving daily and recurring issues. TNLG employees do not know the specific knowledge that they have and they do not know which knowledge that may be important for them to share with their colleagues. The main aim of this research is to develop a KS tool for the purpose of developing knowledge workers. The KS tool is a proof of the concept of the KS structure that has been proposed by this research. This study applies the single case study approach using survey and interview method for collecting data. The data collection aims to identify the group of knowledge workers involved, to identify and structure the knowledge for TNLG which formed the KS tool for TNLG. Social Network Analysis and four criteria of knowledge worker have been used to evaluate the KS tool to confirm the development of knowledge workers. From the usage of the KS tool in TNLG, researcher found that the knowledge workers are able to share their knowledge with the right person at the right time. The KS tool enables knowledge sharing among TNLG employees which is hoped to lead towards the development of successful knowledge workers which are able to adapt a better KS practices in the future

PERANCANGAN JOB DESCRIPTION BERDASARKAN KERANGKA BUSINESS PROCESS PADA CV. GRADIENT

CV. Gradient merupakan perusahaan manufaktur yang memproduksi suku cadang kendaraan bermotor. Perusahaan ini berdiri pada tahun 1993 dan saat ini bekerja sama dengan PT Showa Mfg, PT Yamaha, Astra Group, dan lain-lain. Fokus dari kegiatan produksi CV. Gradient adalah moulds, press tool, jig & fixture, spare parts, repair, dan lain-lain. Perusahaan ini berjenis persekutuan komanditer (CV) yang tergolong masih dalam skala kecil, baik secara produksi maupun luas fisik (271.24M2). Karena jarak antar lantai produksi relatif dekat, maka perusahaan mempunyai kebijakan bahwa beberapa pekerjaan bisa dikerjakan oleh satu pegawai sekaligus. Pegawai ini kesulitan untuk mengontrol kualitas produk dengan teliti jika mengerjakan beberapa pekerjaan. Dampaknya produksi yang dilakukan kurang maksimal yang mengakibatkan terjadinya produk reject. Untuk menciptakan efektifitas kerja pada setiap aktivitas, maka perlu dilakukan analisis pada proses bisnis existing dan dilakukan analisis gap dengan PCF Process Classification Framework (PCF) APQC (American Productivity & Quality Center). Framework ini memberikan usulan aktivitas yang diperlukan oleh perusahaan. Hasil dari analisis gap digunakan untuk membuat proses bisnis usulan yang sesuai dengan kondisi perusahan. Aktivitas usulan dipetakan dengan RACI matrix untuk menentukan peran dan tanggung jawab setiap aktivitas pada masing-masing jabatan. Yang outputnya berupa job description untuk jabatan yang ada di perusahaan. Kata kunci : Proses bisnis, APQC, RACI dan Job descriptio

Collaborative knowledge management - A construction case study

Due to the new threats and challenges faced by the construction industry today, construction companies must seek new solutions in order to remain ahead of the competition. Knowledge has been identified to be a significant organisational resource, which if used effectively can provide competitive advantage. A lot of emphasis is being put on how to identify, capture and share knowledge in today's organisations. It has been argued over the years that due to the fragmented nature of the construction industry and ad-hoc nature of the construction projects, capture and reuse of valuable knowledge gathered during a construction project pose a challenge. As a result critical mistakes are repeated on projects and construction professionals have to kee

ENVIRONMENTAL BENCHMARKING FOR LOCAL AUTHORITIES

This paper is an attempt to clarify and present the many definitions of benchmarking. It also attempts to explain the basic steps of benchmarking, to show how this tool can be applied by local authorities as well as to discuss its potential benefits and limitations. It is our strong belief that if cities use indicators and progressively introduce targets to improve management and related urban life quality, and to measure progress towards more sustainable development, we will also create a new type of competition among cities and foster innovation. This is seen to be important because local authorities’ actions play a vital role in responding to the challenges of enhancing the state of the environment not only in policy-making, but also in the provision of services and in the planning process. Local communities therefore need to be aware of their own sustainability performance levels and should be able to engage in exchange of best practices to respond effectively to the eco-economical challenges of the century.innovation, performance, benchmarking, local authorities and sustainable development

ENVIRONMENT BENCHMARKING- A MODERN MANAGEMENT TOOL APPLIED TO PUBLIC ADMINISTRATION IN WORLD ECONOMIC CRISIS

This paper is an attempt to clarify and present the many definitions of benchmarking. It also attempts to explain the basic steps of benchmarking, to show how this tool can be applied by local authorities as well as to discuss its potential benefits and limitations providing a series of examples it illustrates the effective use of this management tool, and its requirements for comparable data and information.benchmarking, local authorities, sustainable development, innovation.

Service innovation framework

The purpose of this study is to identify critical success factors and important approaches that service companies can utilize in the design of products, services, and programs. It is common for service companies to have design teams that are responsible for facilitating the innovation process. However, these design teams might not benefit from a systematic training and knowledge transfer process. Therefore, it is important to translate critical success factors and important approaches into a model that will serve as a common framework for both training and facilitating the innovation process. Both qualitative and quantitative research approaches were utilized in this study that included interviews, literature searches, and an e-mail survey. The research process commenced by interviewing a diverse group of organizations to identify challenges and key factors for implementing innovation. The second step of the study was comprised of a literature search to further explore the themes and approaches identified through the interview process. The final phase of the research process involved an e-mail survey that was administered to active senior and fellow members of the American Society for Quality (ASQ) to quantify the findings from the qualitative research to include the key themes and approaches. The findings from the both the qualitative and quantitative findings suggest that innovation principles, methods, and tools have a broad application for service organizations in the design of products, services, and programs. Although there was directional alignment between service organizations and all other industries, certain approaches might be more important for service organizations. The service dominant key findings were used to construct a framework comprised of design phases, design processes, analytical and ideation methods, critical success factors, and environmental factors

ANALISIS PERBAIKAN PROSES BISNIS DAN PERANCANGAN SOP PELAKSANAAN PELATIHAN UNTUK MEMENUHI REQUIREMENT ISO 9001:2008 KLAUSUL 6.2

Telkom Foundation merupakan gabungan dari YPT dan YSPT yang semua struktur organisasi dan proses bisnisnya telah berganti menjadi yang baru, sehingga banyak proses bisnis yang tidak berjalan sesuai dengan fungsi dan standar yang ada. Salah satunya adalah proses bisnis pengembangan pegawai melalui pelatihan. Permasalahan seperti ini harus diidentifikasi dari segi manajemen level berdasarkan SOTK sebelum dijadikan dokumentasi berupa Standard Operating Prosedure (SOP) seperti yang diatur dalam ISO 9001:2008. Data yang digunakan dalam penelitian adalah data proses bisnis existing pengembangan pegawai melalui pelatihan, SOTK dan Peraturan Kepegawaian. Setelah didapat data tersebut, dilakukan evaluasi perbandingan antara proses bisnis existing dengan framework APQC dan ISO 9001:2008 klausul 6.2 yang menghasilkan GAP. Kemudian dari hasil GAP tersebut digunakan untuk mengidentifikasi setiap prosesnya berdasarkan manajemen level sehingga terdapat tiga level yang terdiri dari strategi, taktis, dan operasional Selanjutnya merancangan SOP pada level operasional. Tahap ini menunjukkan perbaikan perbaikan yang akan dilakukan berdasarkan kondisi actual direktorat di Telkom Foundation. Hasil pada penelitian ini adalah (1) proses bisnis pada level strategi, taktis, dan operasional. Pembuatan SOP usulan pada level operasional saja yang terdiri dari (2) prosedur pelatihan internal, (3) prosedur pelatihan eksternal, dan (4) KPI proses pelatihan internal eksternal dan KPI outputnya. Kata kunci: Standard Operating Procedure, APQC, ISO 9001:2008 klausul 6.2., Proses Bisnis, Manajemen level

Identification of e-learning services in higher education

The main purpose of this paper is to present the problem, identify goals and discuss higher education e-learning services. The basis for the discussion is the development of process approach to measuring operational efficiency and improving the quality of services. The paper presents various perspectives on e-learning and definitions of service efficiency. For the sake of service identification, one of the most common business processes classification, i.e. APQC Process Classification Framework, was employed. According to the approach suggested by the APQC in the article, there are two groups of processes. The first group consists of the operating processes of e-learning, and the second one - of management and support processes. Another section illustrates the example of e-exam service business model presented with the use of the map of business processes. It also sets out the assumptions and results of time simulation of e-exam service. The summary presents conclusions and suggested directions for further research