Most organizations (and consultants) make the mistake of looking externally for “best practices” to apply. In fact, most organizations have internal best practices that are not shared for a number of reasons.
I had an auto client who wanted me to study the competition to find out why their service ratings were higher. I asked if any of his own dealerships reached those heights and he admitted that a few did. I simply determined what his own best operations were doing and devised ways to extend them to other dealerships. Doing it this way was far easier, faster, and conducive to his culture, not the competition’s.
The first question to ask in such situations: Is there anyone in your organization doing it the way you want it done?