Currently our organization is seeking TL 9000 registration. We are challenged with finding industry benchmarks for wholesale distribution.

One of the TL 9000 requirements calls for each organization to compare its service performance against industry benchmarks. The QuEST Forum (http://questforum.asq.org/) makes this benchmarking data available to its members (membership costs $10,000 annually). My organization is not a QuEST Forum member.

Where could one find some benchmarking information in the wholesale distribution industry for the following:
- service delivery
- returns
- shipping errors
- complaints

In lieu of benchmarks we could compare our service level against our competitors'. However, it is clear that getting that information may prove even more challenging.

Our marketing group even tried to get some of this information from the National Association of Wholesalers and the NAW does not have this data available.

This TL 9000 requirement is not a far departure from ISO 9001:2000 established practices. Has anyone had the opportunity to compare their organization's performance against some published/unpublished benchmark?

Thanks.

Jaime E. Zepeda

Jaime,
Iam not sure if the TL9000 metrics can be compared with metrics collected by other organizations. TL9000 measurement handbook provides set of "counting rules" which are most likely Telecom specific. You may want to review the operation definition and formula involved in metrics before benchmarking.
Regards,
Govind.

Also see


http://elsmar.com/Forums/showthread.php?t=6638&highlight=benchmarking


Al...

Jaime,
Iam not sure if the TL9000 metrics can be compared with metrics collected by other organizations. TL9000 measurement handbook provides set of "counting rules" which are most likely Telecom specific. You may want to review the operation definition and formula involved in metrics before benchmarking.
Regards,
Govind.

Thanks for your reply.

The TL measurements can be pretty tricky. Fortunately our organization only needs to report the common measurements (on-time deliveries, number of customer-reported problems, number of customer-reported problems closed on time). Basically I am only seeking service performance data for wholesale distributors.

Jaime