The benchmarking workbook : adapting best practices for performance improvement
Author(s)
Bibliographic Information
The benchmarking workbook : adapting best practices for performance improvement
Productivity Press, c1992
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Note
Includes bibliographical references and index
Description and Table of Contents
Description
The Benchmarking Workbook provides an exceptionally practical guide for implementing or augmenting benchmarking procedures as an integral part of change process and quality management. Keeping the requirements of customers foremost, the author explains how to identify benchmark needs and initiate a plan. To assure full participation, he explains how to address an organization's culture, set goals, and tap into the creativity of participants. The approach, while uniquely simple, is highly effective as is demonstrated through an illuminating case study. The book includes a group of tools that will allow benchmarking techniques to be applied in a variety of organizations.
Table of Contents
Introduction: Benchmarking for Continuous Improvement
The Business Environment
Benchmarking Defined
Benchmarking and Strategic Planning
Competitive Analysis
About Process Benchmarking
Introducing Process Benchmarking
Core Competencies
Key Business Processes
Critical Success Factors
Conducting a Benchmarking Study
TQM and Benchmarking
Planning a Benchmarking Study
Deciding What to Benchmark
Determining Customer Needs
Understanding the Business Model
Profiling the Process
Developing the Benchmarking Plan
Searching for World-Class Processes
Directing the Search
Leveraging Strategic Relationships
Using Secondary Sources
Summarizing Secondary Information
Selecting Best-in-Class Companies to Visit
Observing Best Practices
Setting the Tone
Planning the Visit
Developing a Questionnaire
Observing Ethical Guidelines
Conducting the Site Visit
Recording the Data
Analyzing Performance Gaps
Evaluating the Situation
Stratifying the Data
Projecting the Gaps
Identifying Process Enablers
Adapting Superior Practices to Your Culture
Synthesizing Best Practices
Developing an Action Plan
Setting the Goals
Managing Your Culture
Implementing the Plan
Gaining Organizational Support
Improving Process Performance
Using Team Creativity
Mapping the Historical Trend
Tracking Success Factors
Completing the Cycle
Seeking the Horizon
Benchmarking as a Process
Supporting a Benchmarking Program
Putting It All Together
Applying TQM to Benchmarking
Going Beyond the Boundaries
Appendix: Benchmarking Forms
About the Author
Index
by "Nielsen BookData"