Benchmarking Handbook

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Springer Science & Business Media, Dec 31, 1995 - Business & Economics - 192 pages
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Benchmarking is a powerful tool for improvement. It is one of the fastest-growing techniques for quality and performance improvement and attracts massive attention. Now, more than ever, there is a clear need for straightforward guidelines to help companies make the most of benchmarking. This book addresses that need.
 

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Contents

1 BENCHMARKING THE CONCEPT
3
12 DIFFERENT TYPES OF BENCHMARKING
4
13 THE DEVELOPMENT OF BENCHMARKING
8
15 BEWARE
9
16 BENCHMARKING IS NOT EVERYTHING
10
2 THE BENCHMARKING PROCESS IN THE COMPANY
13
22 PLAN
15
23 SEARCH
16
71 IDENTIFYING IMPROVEMENT OPPORTUNITIES
88
72 IMPROVEMENT TARGETS
89
73 IMPLEMENTATION
90
74 FINAL REPORT FROM THE BENCHMARKING STUDY
95
75 CHECK LIST FOR THE BENCHMARKING PROCESS ADAPT
96
76 EXAMPLE BENCHMARKING IN NORWEGIAN WINCH CORP
97
8 THE BENCHMARKING PROCESS IN THE COMPANY RECYCLE
101
81 RECALIBRATE THE BENCHMARKS
102

25 ANALYSE
17
26 ADAPT
18
27 RECYCLE
19
The Benchmarking Study
21
3 THE BENCHMARKING PROCESS IN THE COMPANY PLAN
23
32 FORMING THE BENCHMARKING TEAM
30
33 UNDERSTANDING AND DOCUMENTING THE PROCESS TO BE BENCHMARKED
31
34 ESTABLISHING PERFORMANCE MEASURES FOR THE PROCESS
35
35 CHECK LIST FOR THE BENCHMARKING PROCESS PLAN
36
4 THE BENCHMARKING PROCESS SEARCH
41
41 DESIGN LIST OF BENCHMARKING PARTNER CRITERIA
42
42 IDENTIFYING POTENTIAL BENCHMARKING PARTNERS
43
43 SELECTING BENCHMARKING PARTNERS
46
44 ESTABLISHING CONTACT WITH THE SELECTED PARTNERS
47
45 CHECK LIST FOR THE BENCHMARKING PROCESS SEARCH
48
46 EXAMPLE BENCHMARKING IN NORWEGIAN WINCH CORP
49
5 THE BENCHMARKING PROCESS IN THE COMPANY OBSERVE
53
51 ASSESSING THE INFORMATION NEEDS AND SOURCES
54
52 SELECTING METHOD AND TOOL FOR INFORMATION AND DATA COLLECTION
56
53 ADVANTAGES AND DISADVANTAGES OF THE DIFFERENT METHODS
61
54 CONDUCTING THE OBSERVATION PHASE
64
56 EXAMPLE BENCHMARKING IN NORWEGIAN WINCH CORP
65
6 THE BENCHMARKING PROCESS IN THE COMPANY ANALYSE
69
61 SORTING THE INFORMATION AND DATA
70
63 NORMALISING THE DATA
71
64 IDENTIFYING GAPS IN PERFORMANCE LEVELS
73
65 IDENTIFYING THE CAUSES FOR THE GAPS
76
66 CHECK LIST FOR THE BENCHMARKING PROCESS ANALYSE
82
7 THE BENCHMARKING PROCESS IN THE COMPANY ADAPT
87
83 IMPROVE THE BENCHMARKING PROCESS ITSELF
103
Benchmarking in a Larger Context
105
9 BENCHMARKING AS PART OF STRATEGY AND IMPROVEMENT
107
92 BENCHMARKING A PART OF THE COMPANYS QUALITY AND IMPROVEMENT WORK
108
93 THE RESULTS FROM BENCHMARKING
109
94 WHEN IS BENCHMARKING USED?
110
95 PRECONDITIONS FOR USING BENCHMARKING
111
96 LEGAL ASPECTS OF BENCHMARKING
112
10 BENCHMARKING CODE OF CONDUCT
115
103 PRINCIPLE OF CONFIDENTIALITY
116
107 PRINCIPLE OF PREPARATION
117
Benchmarking Case Studies
119
BENCHMARKING THE DELIVERY PROCESS OF CASING FOR OIL WELLS
121
112 RESULTS AND IMPROVEMENTS ACHIEVED IN THE PROJECT
129
113 LESSONS LEARNED ABOUT BENCHMARKING IN THE PROJECT
130
BENCHMARKING OF PURCHASING FOR SPECIAL PRODUCTS
133
122 RESULTS AND IMPROVEMENTS ACHIEVED IN THE PROJECT
138
123 LESSONS LEARNED ABOUT BENCHMARKING IN THE PROJECT
139
BENCHMARKING MEASURES OF CUSTOMER SATISFACTION
145
132 RESULTS AND IMPROVEMENTS ACHIEVED IN THE PROJECT
153
133 LESSONS LEARNED ABOUT BENCHMARKING IN THE PROJECT
154
Benchmarking Study Documentation Package
155
14 BENCHMARKING DOCUMENTATION PACKAGE
157
142 AIDS FOR THE SEARCH PHASE
159
143 AIDS FOR THE OBSERVATION PHASE
160
145 AIDS FOR THE ADAPTATION PHASE
161
BIBLIOGRAPHY
189
INDEX
191
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