Targets & Benchmarking
Public, not-for-profit & charity organisations face external pressure to assess certain aspects of their services. This often takes the form of ‘arbitrary’ targets set by government, regulators or commissioners, or a thirst to benchmark against others. Pressure mounts, based on the ill-conceived belief that targets, benchmarking and competition drive performance improvement. This is not the same as measuring mercilessly, a fundamental principle of Lean Thinking. Lean highlights how targets and benchmarking drive inappropriate behaviour and often drive poor performance. Hitting a target becomes the objective rather than delivering value to customers.