Business Process Benchmarking: Finding and Implementing Best Practices
Praise for Business Process Benchmarking- This is a timely and comprehensive addition to the book that started it all. Every quality and benchmarking manager should read it. the six cases are a testament to the power of benchmarking. -Carla O'Dell, Director, International Benchmarking Clearinghouse If you are well into your benchmarking process, you need this book. This important and revolutionary perspective on benchmarking from best-selling author Robert C. Camp helps you learn how to achieve the objectives, priorities, and mission of your company. Three main sections and expanded index combine to provide the most up-to-date reference available on how to conduct successful benchmarking projects. New case studies and new management aspects of benchmarking make this book a coveted reference on how to conduct benchmarking successfully.
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What to Benchmark
Whom to Benchmark
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approach AT&T bench benchmarking activities benchmarking investigation benchmarking partners benchmarking process benchmarking study benchmarking team business process improvement business process management business processes candidate list clearinghouses companies competitive conducting benchmarking continuous improvement coolant criteria CSM process customer requirements customer satisfaction cycle databases determine developed diagram Digital Equipment Corporation documented DocuTech effective employees ensure expectations external flowchart fluid focus focused functional gap analysis goals guest room guidelines housekeeping IBM-Rochester identified implementation industry internal benchmarking inventory L. L. Bean learned logistics major marking matrix ment operations organization organizational outputs percent performance measures planning potential prioritized process owners recognition program recycling resource guide Ritz-Carlton Ritz-Carlton Hotel Company selected shown in Figure specific steps strategy suppliers supply chain survey team's Texas Instruments tion tomer topic tramp oil world-class WSRC Xerox Corporation