Hybrid benchmarking

Abstract

Hybrid benchmarking was developed by HM Customs and Excise. They have used the methodology for three years as part of the drive to deliver continuous improvement at lower cost. After establishing the need and clearly defining the service to be delivered in terms of the outputs, managers empower staff to decide how best to deliver. The service is then benchmarked against similar activities in the public and private sector to test quality and cost. Service delivery and efficiency are monitored through a system of service level agreements. Results are comparable to those achieved through competitive tendering exercises and hybrid benchmarking is now attracting attention in the European Union, and further afield.

Citation

Keiley, D., Jennings, T., Topping, B. and Watling, K. (1998), "Hybrid benchmarking", Benchmarking for Quality Management & Technology, Vol. 5 No. 1, pp. 21-26. https://doi.org/10.1108/14635779810206786