Tool details
Benchmarking
Learn from others and understand your own situation in relation to players inside and outside of the market.
Tool category:
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When to use
Early in process when you want to look at what others are doing to find inspiration and good examples.
Why you should
To understand how you do compared to others and to learn from the best practices.
What you get
A clear understanding of your own service compared to others and an implementation plan for best practices in the business
Steps to take
Identify problem areas; Which points of improvements is most important to focus on in your service? You need to define this in order to know what to look for in similar services/processes.
Look for other businesses with similar service/processes; What kind of business/organisations have service processes that can inspire you and that can learn from?
Finding leading organisations in the area; Which organisations/companies are the best in the area? Ask customers suppliers, and colleagues in different part of your organisation about companies worth taking a closer look at.
Identify practices; What are these organisations doing? How are they doing it? What can you learn? Try to visit some of them. They might be interested in sharing with you.
Implement new and improved practice; After identifying your problems, what to focus on, and practices from others, make a plan for implementation. Remember to measure if the changes had any effect.
Further reading
A good way to idenftifying problem areas is to draw a user journey with pain points. Furthermore, when looking for businesses with similar services, good tools would be Service Safari and Desktop Research.