Benchmarking for Best Practice: Continuous Learning Through Sustainable Innovation

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Routledge, 1998 - Business & Economics - 496 pages
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Benchmarking for Best Practice uses up-to-the-minute case-studies of individual companies and industry-wide quality schemes to show how and why implementation has succeeded. For any practitioner wanting to establish best practice in a wide variety of business areas, this book makes essential reading.

It is also an ideal textbook on the applications of TQM since it describes concepts, covers definitions and illustrates the applications with first-hand examples.

Professor Mohamed Zairi is an international expert and leading figure in the field of benchmarking. His pioneering work in this area led to the implementation of sixty comprehensive benchmarking projects in companies worldwide. He has written several books on this subject including 'Practical Benchmarking' in 1992.

Presents an integrated, strategic appraisal of how benchmarking impacts on organizational activities and performance
Presents examples of best practice in a wide range of industries all over the world - including service, manufacturing, public sector, health care and education
Includes up-to-the-minute examples including Rank Xerox and ICL (now D2D), both winners of the EQA (European Quality Award)
 

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good source

Contents

1 Driving businesses with quality in the 1990s
1
2 Achieving a competitive advantage through TQM
49
a benchmarking approach
73
the role of auditing
109
5 Benchmarking innovation management for best practice
132
6 Benchmarking customer satisfaction for best practice
181
7 Benchmarking supplier partnerships for best practice
254
8 Benchmarking TQM in health care for best practice
313
9 Benchmarking quality in financial services through the EQA selfassessment model
361
10 Benchmarking performance measurement for best practice
389
11 Benchmarking processes for best practice
420
12 External corporate quality reporting for best practice
445
Index
489
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