Benchmarking for Best Practice: Continuous Learning Through Sustainable Innovation
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)
1 Driving businesses with quality in the 1990s
2 Achieving a competitive advantage through TQM
a benchmarking approach
the role of auditing
5 Benchmarking innovation management for best practice
6 Benchmarking customer satisfaction for best practice
7 Benchmarking supplier partnerships for best practice
8 Benchmarking TQM in health care for best practice
9 Benchmarking quality in financial services through the EQA selfassessment model
10 Benchmarking performance measurement for best practice
11 Benchmarking processes for best practice
12 External corporate quality reporting for best practice
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achieved analysis approach areas assessment auditing benchmarking beneﬁts best practice Birmingham Midshires British Airways cent commitment communication companies company’s competitive continuous improvement corporate cost critical factors culture customer satisfaction customer service deﬁned delivery Deming Prize effective employees ensure European Quality Award external Figure ﬁnancial ﬁrst ﬁve goals identiﬁed implementation important industry inﬂuence innovation activity integrated internal involvement long-term manufacturing MBNQA ment methodology mission statement monitoring operations organizations overall partners partnership patient performance measurement planning problems products and services proﬁt proﬁtability programme Quality Award quality control Quality Function Deployment quality improvement quality systems Rank Xerox reduce reﬂect relationship reports requirements responsibility score secondary care senior management speciﬁc staff standards Statistical process control strategy supplier survey Table targets techniques tion Total Quality Management various vendor Zero Defects Zytec