Achieving Business Results by Applying Benchmarking Skills

Can my organization afford to stop improving? Can it afford to stop learning? Can it afford to stop competing for market share? This one-day practical workshop is specifically designed to provide participants with an understanding of benchmarking and how to use benchmarking to improve business results. Participants will also learn the process of setting up a benchmarking program. The day will include case studies, interactive sessions and hands on activities.

Agenda

• Introduction to Benchmarking and best practice concepts
• Preparing for benchmarking
• Creating a benchmarking culture
• Understanding your processes
• Identifying what and who to benchmark
• Collecting data
• Analyzing data and identify improvement areas
• Adapting best practices
• Reviewing and monitoring progress

Who Should Attend

Senior Line Managers, Quality Directors, Training Managers, Organizational Developers, Operation Managers or those who are planning to apply benchmarking as a management discipline.

Your Facilitator

Sidney Yuen has worked, consulted and spoken on the topics of Quality, Customer Relationship Management, Leadership and Change Management for many years. He is the Founding Chairman of the HK Benchmarking Clearinghouse. Sidney was Director of Customer Service & Quality at American Express and Head of the Change Management Practice at Andersen Business Consulting, Greater China.

A sampling of Sidney’s work includes: Led a number of benchmarking studies for over 30 companies in Hong Kong; Led a team of highly experienced examiners to conduct HKMA Quality Award audit for over 30 Applicants; Conducted a Quality Review for a major US Bank; Trained over 1,000 executives in Hong Kong and Asia on the topics of Quality, Customer Services, Benchmarking, Process Management and Coaching etc.

Sidney introduced the Concept of Malcolm Baldrige Award to Hong Kong in 1991. He subsequently became the Founding Chairman of the HK Quality Award’s Board of Examiners. He was also instrumental in the creation of the HK Call Centre Award and the HK Best Practice Awards.