Quality Service - Benchmarking and Best Practices: An Update (Guide X)

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APPENDIX B

CONTACTS TO CALL FOR HELP

Do you have a question? Are you starting a project and wonder where to begin?

Help is available from anyone named on the following list. Simply contact the person or persons who look like they could be of help. They will do their best to answer your question, provide you with helpful information or point you in the right direction.

Roman Borowyk          Best Practices sharing     
Citizenship and                                   
Immigration                                       
(613) 953-3184                                    

John Dingwall          Best Practices Sharing     
CCMD                                              
(613) 995-6019                                    

Chris Dodge            Director                   
TBS                    Innovative and Quality     
(613) 957-2484         Services                   

Pat Griffith           Benchmarking               
TBS                                               
(613) 952-8685                                    

Ken Hart               Benchmarking               
Foreign Affairs                                   
(613) 996-1435                                    

Nick Heley             Benchmarking (Task         
Transport Canada       Analysis)                  
(613) 990-3421                                    

Ted Hitsman            Benchmarking               
TBS                                               
(613) 952-3373                                    

Bruce Lawrence         Best Practices Sharing,    
Revenue Canada         Benchmarking               
(613) 954-6085                                    

Grant MacKay           Best Practices Sharing     
PWGSC                                             
(819) 956-5048                                    

Adel Shalaby           Best Practices Sharing     
TBS                                               
(613) 957-2493                                    

Mike Whitfield         Benchmarking               
Atomic Energy Canada                              
 (613) 584-3311                                   

Barbara Wynne-Edwards  Benchmarking               
CCMD                                              
(613) 953-4563                                    

Note:

1. The Ottawa Benchmarking Forum includes representatives from educational institutions, and the private and public sectors. Its objective is to promote and gain acceptance for benchmarking as a tool fostering organizational excellence. Forum resource persons include: Allan Knaut, Team Facilitator, Newbridge, (613) 591-3600 Ext. 1507; Debbie Knaut, Education, D.K. Enterprises, (613) 831-2713; Ian McKechnie, Publicity, Mitel, (613) 592-2122.
2. The CCMD and Treasury Board Secretariat contacts are excellent resources to find out who may be working on a particular type of initiative or project.
3. InterNet:

a. Ottawa Benchmarking Forum http://superior.carleton.ca/mtcm/ocmn/ (OCMN, Program and Activities)

b. The American Productivity & Quality Center AND International Benchmarking Clearinghouse (IBC), Texas, http://www.apqc.org/

c. The Benchmarking Exchange (TBE), http://www.benchnet.com/

CONTRIBUTING YOUR BEST PRACTICES

The examples of Benchmarking and Best Practices Sharing presented here are intended as a modest beginning. The Guide will expand as other departments, agencies and Crown corporations contribute examples. At the risk of sounding like we are pleading for your help - which we are - if you found the present Guide useful, please return the favor by contributing an idea or example, or by adding your name to the list of contacts to call for help. To contribute or to become a contact, please contact any of the following people:

Bruce Lawrence, (613) 954-6085
Adel Shalaby, (613) 957-2493
Mike Whitfield, (613) 584-3311

APPENDIX C

BIBLIOGRAPHY

1. Beating the Competition. Washington, D.C.: Kaiser Associates, Inc. A Practical Guide to Benchmarking, Michael Kaiser (ed) n.d.
2. "E for Effort in Program Evaluations: Oregon and Florida". May 12 1992. pp. 62-63.
3. "Developing Performance Measures and Performance Budgets". Performance-Based Governance n.d.. 13-19.
4. The American Productivity & Quality Center. "Benchmarking, Benchmarking Processes". Houston, Tx: Joe Robey, The American Productivity & Quality Center, 123 North Post Oak Lane Houston, Texas 77024, 1-800-776-9676 ext 4716 n.d..
5. Barrett, Katherine; Greene, Richard. "Focus on the Best". PW, March 2 1993. pp. 36-37.
6. Bruder, Kenneth A. Jr; Gray, Edward M. "Public Sector Benchmarking: A Practical Approach". Performance Measurement: Special Section, September 1994. pp. s9-s14.
7. D'Cruz, Joseph R. "Does Canada Compete?". CMA Magazine, October 1993. pp. 30, 32.
8. DeToro, Irving. "The 10 Pitfalls of Benchmarking". Quality Progress, v.28, #1, January 1995. pp. 61-63.
9. Drucker, Peter. "Really Reinventing Government". The Atlantic Monthly, v.273, #2, February 1993. pp. 49-59.
10. Fischer, Richard J. "An Overview of Performance Measurement". Performance Measurement: Special Section, September 1994. pp. s2-s8.
11. Government of Alberta. Measuring Up. Alberta: Gov't of Alberta, 1994. pp.1-6, 76-78.
12. Grifel, Stuart S. "Organizational Culture: Its Importance in Performance Measurement". Performance Measurement: Special Section, September 1994. pp. s-19-s22.
13. Hatry, Harry; Gerhart, Craig; Marshall, Martha. "Eleven Ways to Make Performance Measurement More Useful to Public Managers". Performance Measurement: Special Section, September 1994. pp. s15-s18.
14. Intersol Consulting Associates Ltd., Facilitator's Handbook For Benchmarking Change., 1994.
15. Kilman, Ralph. Beyond the Quick Fix: Managing Five Tracks to Organizational Success. San Francisco: Jossey-Bass, 1984.
16. Kinni, Theodore, B. "Measuring Up: Benchmarking Can Be Critical, But it Doesn't Have to Be Expensive". Industry Week, December 1994. pp. 27-28.
17. Mallick, Pramod; Meador, Stephen W.; Shangraw, R.F. Jr; Selman, John R. "DOE Benchmarking for Cost Management". AACE Transactions 1994. pp. 6.1-6.6.
18. McCampbell, Atefeh S.; Slaich Light, Lucy. "Purchasing Efficiency and Staffing Benchmarks: A County Government Study". International Journal of Purchasing and Materials Management, Winter 1995. pp. 29-36.
19. Paine, Katharine Delahaye. "Move Over Tom! Benchmarking is the New Tool for the 90's". IABC Communication World, June/July 1994. pp. 42-44.
20. Petrick, Joseph; Scherer, Robert; Westfall, Frederick. "Benchmarking and Improving Core Competencies". Quality and Participation, v.17, #4, July/Aug. 1994. pp. 82-85.
21. Roberts, Barbara, Chairperson; et al. Oregon Progress Board. Oregon Benchmarks: Standards for Measuring Statewide Progress and Institutional Performance. Salem, Oregon: Oregon Economic Development Department, Report to the 1995 Legislature, Dec. 1994.
22. Shepherdson, David. Meeting the Challenge: Managing Change in the Nineties. Canada: The Conference Board of Canada, 1994.
23. Spendolini, Michael J. The Benchmarking Book. New York: AMACOM, 1992.
24. "Benchmarking for Quality Management & Technology: An International Journal".

Note:

These books, articles and references are available through the Management Resource Centre of the Canadian Centre For Management Development, Karen McGrath, (613) 995-6170.

APPENDIX D

BENCHMARKING AND BEST PRACTICES SHARING TEAM

Ivan Blake            Environment Canada     

Roman Borowyk         Citizenship and        
                      Immigration            

Ann Ferguson          Public Service         
                      Commission             

David Flavell         Treasury Board         
                      Secretariat            

David Gnam            Solicitor General      

Sylvia Gold           Canadian Centre For    
                      Management             
                      Development            

Pat Griffith          Treasury Board         
                      Secretariat            

Ken Hart              Foreign Affairs        

Murray Hay            Public Works and       
                      Government Services    
                      Canada                 

Nick Heley            Transport Canada       

Duncan Jamieson       Transport Canada       

Bruce Lawrence        Revenue Canada (Team   
                       Co-leader)             

Lise Labelle          Environment Canada     

Grant MacKay          Public Works and       
                      Government Services    
                      Canada                 

Sue Morgan            Treasury Board         
                      Secretariat            

Adel Shalaby          Treasury Board         
                      Secretariat            

Emmanuel Tsèvi        Treasury Board         
                      Secretariat            

Mike Whitfield        Atomic Energy Canada   
                      (Team Co-leader)       

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