The Problem with Benchmarks
Most of us are familiar with benchmarks. You know, when we compare our performance metrics with those of the industry or with those of “top performers,” whatever that means.
Printing Industries of America (PIA) conducts an annual ratio study that allows respondents to compare their own performance with “profit leaders” on metrics such as paper costs as a percentage of sales, or sales per employee. In-plant pundits advise us to benchmark as well.
Ray Chambers, CGCM, MBA, has invested over 30 years managing and directing printing plants, copy centers, mail centers and award-winning document management facilities in higher education and government.
Most recently, Chambers served as vice president and chief information officer at Juniata College. Chambers is currently a doctoral candidate studying Higher Education Administration at the Pennsylvania State University (PSU). His research interests include outsourcing in higher education and its impact on support services in higher education and managing support services. He also consults (Chambers Management Group) with leaders in both the public and private sectors to help them understand and improve in-plant printing and document services operations.