BENCHMARKING
Benchmarking. It’s a term that, judging by the hundreds of “business benchmarking” titles available on popular online bookstores, can mean all things to all people. The confusion is complicated by the dearth of business publications on the subject of benchmarking in technology services.
That is where TSIA comes in. We have been benchmarking technology services for over 20 years, first in the realm of customer support, then in technology professional services for the past five years, and now also covering education and field services. What we have learned during this time is that benchmarking technology services is indeed a unique endeavor, requiring data gathering and benchmark review and assessment techniques that are specific to technology services.
And this is precisely what TSIA delivers to its members:
- Each TSIA service discipline—Education, Field, Professional, and Support—has a detailed core benchmark survey that has been tailored to its specific needs and characteristics, and vetted by its respective Advisory Board.
- The data collected enable companies to compare themselves to actual industry and peer group practices and performance, rather than against arbitrary standards or “maturity models.”
- TSIA Benchmark Surveys are perpetual in the sense that we are constantly bringing in new responses and flushing out old responses.
- Finally, the comprehensive nature of the Surveys ensures that we are equally able to use our benchmark data and our proprietary benchmark review process to help both fledgling and veteran services organizations alike.
Through TSIA Benchmarking, more advanced service organizations will better understand the relationship between business practices and high performance outcomes, while newer services organizations will acquire insights into those practices that will help them meet reasonable results.
So for both types of organizations (and all of them in between), working with TSIA to separate fact from fiction is no academic
quest . . . it is a fundamentally practical endeavor.
To learn more about the specifics of TSIA Benchmarking in each of our service disciplines, follow the icons below.
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Also, explore the following links to learn more about TSIA Benchmarking: