1. 1. What is Benchmarking 2. How to Benchmark 3. Case study By @iOceo

2. 1. What is Benchmarking? 2. How to Benchmark 3. Case study 1.1 - - - - - - - 1.2 - - 1.3 - Content 2.1 - 2.2 - - - - Road Map 2.2 - 2.3Gap - -Gap - - 2.4 - - - 3.1 - - - 2006 VOC 2003 #. 13 EA 3. What is Benchmarking?1 www.thatgle.co.kr @iOceo 1.1 1.2 1.3 4. , , . . . . 1.1 , - R. Milliken

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BM BM BM 11. 1.2 / , . . / , Gap 12. 4 . , . , . , . , . 1.2 Step 1. Plan Step 2. Do Step 3. See Step 4. Act 1.1 1.2 1.3 2.1 ( ) 2.2 3.1 (Gap) 3.2 3.3 4.1 , 4.2 4.4 13. 7 . .7 1.2 7. 6. 5. Gap 4. 3. 2. 1. 14. 1991 1993 . 1.2 , Gap (What to benchmarking) (Whom to benchmarking) Gap( ) 1 2 3 4 6 5 7 9 8 15. 1.3 :Best Practice . : . : , , . : , . : , . : . : , . : . . 16. How to Benchmark 2 2.1 2.2 2.3 2.4Gap 2.5 www.thatgle.co.kr @iOceo 17.

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2.1 4 . Plan Do See Act 18. . 1. , , , . 2. . 3. . 4. . 2.2 Vision Strategy Process Chain Process CSF ( / ) Road map list Plan Do See Act 19. . , , . , . (CSF) 1. CSF 2. CSF 3. CSF CSF . 2.2 3 C A 1 C A 2 A A AS CSF 1 2 Vision 3 ? Process Process 1 Process 2 Process 3 ? CSF AAA BBB CCC DDD A B Plan Do See Act 20. , CSF . . 2.2

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Plan Do See Act 21. / / . . Matrix . 2.2 Battelle (R&D) AT&T ( ) 3M ( ) Merck EDS (IT ) H.P ( ) AMEX ( ) GE ADP ( ) Honda ( ) L.L. Bean ( / ) Shell Oil L.L. Bean IBM

Plan Do See Act 22. Road map 2~4 / . 4. 5. Road map list 2.2 4W 3W 2W 1W Action item 0.0 0.0 AAA BBB CSF Plan Do See Act 23. 2.3 . Gap . Process ( , ) Best in class Process LPP Process Spec Task Process Plan Do See Act 24. , . .

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6. 7.Interview 8. 9. 2.3 ( / ) Interview (Survey) Plan Do See Act 25. 2.4Gap Gap , . 10. Gap Analysis Process / / Gap - / BM BM Plan Do See Act 26. Gap . , Gap . Gap , , . GapGap Matrix11. Gap 2.4Gap -( ), , , , (Why) - , (How much) ( = ) ( < ) ( > ) 5 10 6.5% D C B A 8 3 5.0% 7 8 7.0% 9 4 6.1% 10 5 6.1% Plan Do See Act 27. , , , . . 12. CSF 2.4Gap - - - -/ - - - -/ - / - - / - - / - / / / - - - - / - Plan Do See Act 28. . BM Contents

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13. 85% 90% 97% 95% 100% 95% 85% 95% 95% 95% 95% 90% 85% 100% 95% 93% 100% 95% A B Plan Do See Act 30. . . , . , . 2.5 CSF Best Practice 4Q 3Q 2Q 1Q XX YY ZZ MM SS PP 1. BB 2. CC 3. DD AA Output Input Action item Plan Do See Act 31. . 2.5 CSF CSF CSF CSF CSF CSF 2Q 4Q 3Q 1Q 2001 2009 2008 Best Practice Plan Do See Act 32. Case Study 3 www.thatgle.co.kr @iOceo 33.

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3.1 , , 34. 1,200 2 Best Practices 9 120 80 3.1 35. ) 80 55 , / / 3.1 36. 1-2 55 25 . 200 Visioning D/B 3.1 37. 1. 2006 2. VOC 3. 2003 list 3.1 # : seri.org 38. . # www.thatgle.co.kr @iOceo 39. 1. CSF 2 3 ( 2) ( 1) Invoice , , , , , , 3 2 1 40. 2. CSF CSF ? , ? CSF ? ? CSF ? ? CSF ? : CSF CSF 41. 3. CSF 1. / ? 2. ? 3. ? ( , ) 4. ? ( , ) 5. ? 6. ? 7. ? 8. ? 9. ? 10. ? 42. 4. / , & / 43.

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5. 44. 6. - (% ) (% ) (% ) C B A 45. 7. Interview 3 20 (09~09:20) 2008.01.01 46. 8. Process Process B ? ? Process A 2008.01.01 47. 9. 1. - - 2. 3. 4. 5. 6. 7. C B A 48. 10. Gap Gap Gap yes yes yes yes No No No No 49. 11. Gap IT Best practice 50. 12. CSF :: : : 2010 2007 2008 CSF 51. 13. 52. . 1. 1,2 2. 3.- 4. @iOceo [email_address] www.thatgle.co.kr