ARCHIVED - 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:
- 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.
- 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.
- 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
BIBLIOGRAPHY
- Beating the Competition. Washington, D.C.: Kaiser Associates, Inc. A Practical Guide to Benchmarking, Michael
Kaiser (ed) n.d.
- "E for Effort in Program Evaluations: Oregon and Florida". May 12 1992. pp. 62-63.
- "Developing Performance Measures and Performance Budgets". Performance-Based Governance n.d.. 13-19.
- 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..
- Barrett, Katherine; Greene, Richard. "Focus on the Best". PW, March 2 1993. pp. 36-37.
- Bruder, Kenneth A. Jr; Gray, Edward M. "Public Sector Benchmarking: A Practical Approach". Performance Measurement:
Special Section, September 1994. pp. s9-s14.
- D'Cruz, Joseph R. "Does Canada Compete?". CMA Magazine, October 1993. pp. 30, 32.
- DeToro, Irving. "The 10 Pitfalls of Benchmarking". Quality Progress, v.28, #1, January 1995. pp. 61-63.
- Drucker, Peter. "Really Reinventing Government". The Atlantic Monthly, v.273, #2, February 1993. pp. 49-59.
- Fischer, Richard J. "An Overview of Performance Measurement". Performance Measurement: Special Section, September
1994. pp. s2-s8.
- Government of Alberta. Measuring Up. Alberta: Gov't of Alberta, 1994. pp.1-6, 76-78.
- Grifel, Stuart S. "Organizational Culture: Its Importance in Performance Measurement". Performance Measurement:
Special Section, September 1994. pp. s-19-s22.
- 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.
- Intersol Consulting Associates Ltd., Facilitator's Handbook For Benchmarking Change., 1994.
- Kilman, Ralph. Beyond the Quick Fix: Managing Five Tracks to Organizational Success. San Francisco: Jossey-Bass,
1984.
- Kinni, Theodore, B. "Measuring Up: Benchmarking Can Be Critical, But it Doesn't Have to Be Expensive". Industry
Week, December 1994. pp. 27-28.
- 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.
- 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.
- Paine, Katharine Delahaye. "Move Over Tom! Benchmarking is the New Tool for the 90's". IABC Communication World,
June/July 1994. pp. 42-44.
- Petrick, Joseph; Scherer, Robert; Westfall, Frederick. "Benchmarking and Improving Core Competencies". Quality and
Participation, v.17, #4, July/Aug. 1994. pp. 82-85.
- 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.
- Shepherdson, David. Meeting the Challenge: Managing Change in the Nineties. Canada: The Conference Board of Canada,
1994.
- Spendolini, Michael J. The Benchmarking Book. New York: AMACOM, 1992.
- "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.
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)