Faculty of Education - Theses

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End date: 1999 × Start date: 1999 × Subject: Benchmarking (Management) × Subject: Evaluation ×

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    The international ambulance benchmarking and best practice project
    Tuohey, Therese ( 1999)
    This thesis addresses issues related to benchmarking, a topic of major current interest to those working in evaluation, management and cognate fields. These issues were explored through a case study in which the principles of benchmarking were applied to the monitoring of ambulance services. The case study involved the collection of data from ambulance services in several countries within an Australian project known as The International Benchmarking Project [IBP]. Consulting each of the international partner organisations via a telephone interview led to the identification of dimensions of best practice that were important in ambulance service delivery. Performance indicators were developed by translating the identified dimensions of best practice into a useful data set for monitoring the performance of ambulance services. An instrument was developed based on the best practice dimensions identified and their associated performance indicators. The structure and content of the questionnaire were developed to improve the quality of the information provided to the managers of each partner service involved. There are no examples of benchmarking in national or international ambulance studies. This thesis describes a case study of benchmarking in ambulance services, and provides a practical example of how the theories of benchmarking might be used practice. Postmodern thought provided a valuable contribution to the Project as it supported a critical review, and provided direction for addressing the issues raised. This study should contribute to understanding how benchmarking can be used to support decision making and the improvement of service provision in real life settings.