Its-Allllllllllll-About-Benchmarking.pdf

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1. It’s All about Benchmarking
Pallavi Patel
Assistant VP, Campus Services
Operations

3. Current
Performance
Competition
Customer Satisfaction

4. ….Practice of humble enough to admit
Someone is better @ something and
wise enough to try and learn to match
it or surpass it….

6. Today’s Learning Outcomes:

7. Definition
•Continuous process of measuring
products, services and practices
against toughest competition and
industry leader.

10. Process of Benchmarking
Step one:
-Identify
•Key
•Performance
•Indicator

11. Step two:
Competition

12. Step Three:
Gap analysis

Current
Performance
Competition
Customer Satisfaction

13. Step Four:
Future goal

14. Step Five:

15. Step 6,7,8,9:
•METHOD
•ANALYSE
•ACTION PLAN
•IMPLEMENT

16. Step ten:

17. Benchmarking
Measurement of quality/
success of programs,
services
•Internal – year-to-year
performance; performance
vs. budget and goals
•External – Peer institutions,
local products and services
•Functional –industry
different to yours

18. University of Cincinnati
Background
Largest employer in the Greater Cincinnati area with 9,800 employees
Public research urban university with enrollment of 43,400 students;
78% live on campus their first year
Forbes, Delta Sky, and Travel & Leisure named UC one of the world’s
most beautiful college campuses
Founded cooperative education (co- op); currently #4 ranked program in U.S.
Recently ranked as #1 best return on investment in the nation (graduation
rates, % of Pell grants) by PolicyMic.com, an online news platform
#hottestcollegeinamerica – Hashtag coined by President Ono, a
prolific tweeter who has a Klout score of 83 (high influencer)
and 21,000 followers

19. Campus Services Background

•Bearcat Campus Card
•Bookstores
•Campus Recreation
•Central Stores
•Conference & Event Services
•Housing & Food Services
•Kingsgate Hotel & Conference Center
•MainStreet (Student Unions)
•Parking Services
•Trademarks & Licensing


•Mission: Provide excellent, cost-effective services that advance
and support the University of Cincinnati experience
•100 full-time employees
•$120 million in annual sales from 11 units

20. Benchmarking
What Are We Tracking?
•Pricing
•Expenses
•Sales
•Participation
•Customer Perception
•Customer Service
•Marketing Strategy
•Social influence
•ROI

21. Benchmarking
How Are We Tracking?
•Comparative shops/data collection
•Utilization of benchmark portfolio for each unit
•Mystery Shops
•Phone and In-Person
•Focus Groups
•YTD results
•Specific time period results
•Back to School
•Orientation
•Surveys
•A social media management/
measurement tool
•Financial reports – Actual
vs. Budget

22. Surveys

•EBI-Student Union
•NACUFS
•NACS
•EBI-ACUHO-I

23. NACUFS
Action Plan
Residential - Stadium View Café
Fall 2012/ NACUFS Customer
Service Survey
2012 UC
Residential
Mean
2012
Residential
Mean for all
Schools
Diff
2010
Stadium
View
2012 Stadium
View
Diff Actions To Be Taken
Food
Overall 3.58 3.79 -0.21
4.22
4.23 0.01
Introduction of new menu cycles for fall 2013 utilizing
Smart Menus, ARAMARK Residential Promotions
Program and Food Focus Suggestions. Maintain core
menu selections.
Taste 3.53 3.68 -0.15
4.29
4.21 -0.08
Culinary training for staff in all areas of production to
ensure adherence to recipe standards and production
requirements.
Eye Appeal 3.56 3.68 -0.12
4.40
4.07 -0.33
Culinary training for staff in all areas of production to
ensure attractive merchandising of menu items and
service area.
Freshness 3.41 3.62 -0.21
4.20
4.05 -0.15
Continue daily inspection of all products received.
Proper rotation of stock - FIFA, Establish and revise par
levels as needed and purchase accordingly. Local
Supplier of produce with 6 day delivery service to
ensure freshness and quality Only Batch cooking of
product.
USAGEKEY:
VerySatisfied/ Very Important 5
Somewhat Satisfied/ Somewhat Important4
Mixed 3
Somewhat Dissatisfied/ Not Very Important2
Very Dissatisfied/Not Very Important At All1
USAGEKEY:
VerySatisfied/ Very Important 5
Somewhat Satisfied/ Somewhat Important4
Mixed 3
Somewhat Dissatisfied/ Not Very Important2
Very Dissatisfied/Not Very Important At All1
*Highlighted Items are Low Satisfaction, High Importance
USAGEKEY:
VerySatisfied/ Very Important 5
Somewhat Satisfied/ Somewhat Important4
Mixed 3
Somewhat Dissatisfied/ Not Very Important2
Very Dissatisfied/Not Very Important At All1
USAGEKEY:
VerySatisfied/ Very Important 5
Somewhat Satisfied/ Somewhat Important4
Mixed 3
Somewhat Dissatisfied/ Not Very Important2
Very Dissatisfied/Not Very Important At All1
*Highlighted Items are Low Satisfaction, High Importance

24. EBI

25. Survey results
NACS:
2005 3.87
2011 3.94

NACUFS:
2010 3.67 2012 3.58

EBI:SU
2012 4.33
Goal 4.5

EBI:RH
2011 4.71
Goal 5.28

26. Internal

27. Benchmarking Portfolio
•Revenue
•Expenses
•Net P&L
•Debt to revenue ratio
•Utility, H&M cost/sq. ft.
•Customer count
•Customer complaints

28. Benchmarking Samples
Mystery Shop

29. Shop Results
•2012 133 onsite 42 calls 80.51%
•2013 110 onsite 32 calls 89.39%


8.9%

30. Benchmarking Samples
Social Media Report

31. Focus Group
•Deals
•Contests
•Food
•Recreation
•Business
•Spaces

32. Benchmarking
Improve:
•Financial Return to UC
•Service to Constituents
•Perception/Satisfaction
•Top-of-the-mind Awareness
•Student Retention
•Recruitment
•Cost Savings to Students
•Efficiency

33. Benchmarking
Potential Issues:
•Buy-in
•Time
•Financial Resources
•Reporting/Data Collections
•Communication of results
•Developing effective action plans
•Implementation
•Evaluation of Results

34. Past Results are NO guarantee

for Future Performance!!!!!!!!!!!!

35. It’s All about Benchmarking
Questions?
[email protected]
(513) 556- 1267
uc.edu/campusservices