RE: Benchmarking Rostering and Manpower Planning

["Alan C Clark" <alan@keybiz.com>]

I agree with the many valid points Bob Adsett makes in his post of 12 June,
particularly about benchmarking in the Best Value programme. Bob says

> I would tentatively suggest that one of the salient factors will be how
> Virgin Trains are perceived by it's customers - they are the only valid
> arbiters of the service you deliver, and it is these individuals that you
> need to retain and grow to improve your profitability.
>
I wonder whether using Deming's own "Management for Quality" (MFQ) might not
be more helpful in focusing managers on the customer's needs in the long
run? Customers are the only ones "with a vote". Focusing on the means "MBM"
is consistent with the famous question "By what method?" and may be a step
on the road to MFQ. There may be a credibilty risk though in then changing
from MBM to MFQ.

Alan C Clark
Key Business Improvement
Tel: ++44 (0)1527 61929
Mobile: 07831 508543