Benchmarking project to improve processes draws on best practices of similar organisations

To improve the quality of its housing allocation service, reduce cycle time, vacancy rates, and increase student and staff satisfaction, Carleton University, a Canadian public university, initiated a benchmarking project in 2004 and established a multi-functional team. The team was trained on benchmarking techniques and then: 1. Evaluated and mapped the existing housing allocation process and established a baseline. 2. Conducted focus group exercises with students living in residence which dete...