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HBOK 1-295

Title Benchmarking Goes to School
Author(s) Michael J. Armstrong
Source Quality Progress
Topic Listening to Customers

Work Process Management

Abstract In 2004, Carleton University in Ottawa, Canada, started a benchmarking project to improve the quality of its housing allocation services. A multi-functional team began its work by mapping existing residence application processes to establish a baseline, followed by an analysis of voice-of-the-customer data gleaned from two focus group exercises with students. The university implemented many of the team’s recommendations and is seeing the benefits. Reduced cycle times and vacancy rates have resulted in $400,000 in extra gross revenue for the academic year.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://asq.org/quality-progress/2007/05/process-management/benchmarking-goes-to-school.pdf
Link for HTML http://asq.org/quality-progress/2007/05/process-management/benchmarking-goes-to-school.html
Reference Code 1-295

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