The first phase in initiating a benchmarking plan is to identify what to benchmark. This involves defining a tightly focused subject of the benchmarking study and choosing an issue critical to the organization's success. Before an organization can achieve the full benefits of benchmarking, its own processes must be clearly understood and under control1.
References:
* ASQ - What is Benchmarking? Technical & Competitive Benchmarking Process1.
* ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge (BoK)2.

Detailed Explanation: Estimating the inherent availability helps understand the relationship between reliability (MTBF) and maintainability (MTTR), which directly impacts OEE. In quality management, it's crucial to optimize equipment availability, as it affects productivity and product quality. Calculating inherent availability provides insights into potential areas for maintenance improvement, ensuring that equipment operates at peak efficiency, aligning with the BoK for quality assurance and equipment effectiveness.

Let's break down the steps:
* Clarify the service strategy: Before implementing any changes, it's essential to have a clear understanding of the organization's service strategy. This involves defining the purpose, goals, and target audience for the service.
* Implement new tactics at the front line: Once the strategy is clear, organizations can start implementing new tactics at the front line. These tactics may include process improvements, training, and changes in customer interactions.
* Evaluate the present level of service quality: Regular evaluation of service quality is crucial.
Organizations need to assess their current performance, identify gaps, and measure how well they meet customer expectations.
* Educate the organization: Finally, educating the entire organization about the service strategy, tactics, and quality standards is essential. This includes training employees, creating awareness, and ensuring alignment with the overall organizational goals.
By following this sequence, organizations can create a strong foundation for their service excellence efforts.
: 1ASQ Certified Manager of Quality/Organizational Excellence

Senior management's active involvement in monitoring the progress of quality initiatives aligns with their commitment to organizational improvement. By tracking performance against strategic goals, they demonstrate a genuine interest in achieving quality excellence1. This approach ensures that quality efforts are not merely symbolic but are effectively integrated into the organization's overall strategy.
References: 1: ASQ Certified Manager of Quality/Organizational Excellence