Benchmarking Staff Performance: How Staff Departments Can Enhance Their Value to the Customer
Breaks new ground by showing how to apply benchmarking techniques—typically used successfully in line positions in manufacturing environments—to measure the added value of staff. Shows how to plan and execute a benchmarking project that clearly demonstrates the vital, measurable role staff departments play in contributing to quality, productivity, and service in organizations. Unveils a unique and powerful tool: a dynamic process for making continuous progress toward quality and service to the customer and, ultimately, the success of the organization.
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accounts receivable achieve activity add value Alcoa analysis paralysis answer areas audience bench benchmarking partners benchmarking project Best Practice companies ceteris paribus Chapter close the gap commitment competitive competitive analysis consultant cost culture customer satisfaction customer service data collection described develop effect employees example Exhibit factors Federal Express Fitz-enz focus focused goal human resources identify impact improvement industry internal involved issues Jack Welch look market share measures ment methods metrics Motorola National Australia Bank operating organization organizational outcomes pany participate percent performance drivers potential prepare problem profes professional programs quantitative questionnaire questions Saratoga Institute sell skills someone sponsor Staff Benchmarking staff departments staff functions step strategies survey target tegic tion Typically Ltd understand value added value planning value-adding vision Xerox