Effective Benchmarking

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Springer Science & Business Media, May 31, 1996 - Business & Economics - 380 pages
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This book provides the reader with inside knowledge about the application and workability of the concept of benchmarking in different industrial contexts. It takes a practical approach, including case studies in benchmarking applications from a cross-section of industry and commerce, and promotes state-of-the-art thinking and innovation through the use of benchmarking. It is the key text for senior managers, project teams, trainers and consultants in benchmarking and quality management. Effective Benchmarking features include: 20 case studies from nine different sectors; evidence that benchmarking can help achieve competitive advantage; numerous tips and useful information.
 

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Contents

Introduction
1
2 The effective implementation of benchmarking
2
3 Why a book on case studies?
4
4 What are the clear benefits?
5
5 Which audiences would find the book useful?
6
Office EquipmentPhotography
9
Rank Xerox Ltd the benchmark of benchmarking
11
a total quality process for Xerox
12
Benchmarking at IBM UK
164
2 Strategic rationale for introducing benchmarking
169
3 The IBM benchmarking approach
170
4 Case examples IBM Havant
174
5 Benefits derived from the practice of benchmarking
179
Acknowledgements
180
IBM 1992 MDQ assessment categories
181
Benchmarking at D2D
182

the deployment process
17
the beginning of a new phase
19
5 A sound methodology
20
6 Benefits and achievements from benchmarking within Rank Xerox
25
the way to effective integration of benchmarking
27
8 Future issues
30
Acknowledgements
33
Data collection tool for Rank Xeroxs benchmarking of benchmarking process project
34
Benchmarking at Kodak Ltd
37
3 Quality Leadership Process
40
4 Benchmarking at Kodak
42
5 An example of benchmarking application
44
Acknowledgements
49
Appendix 3A
50
Service Sector
53
Benchmarking at TNT Express
55
2 The role of quality at TNT Express
56
3 Benchmarking at TNT Express
57
Performance league tables
61
Acknowledgements
64
Appendix 4A
65
Appendix 4B
66
Appendix 4C
68
Benchmarking at Post Office Counters
69
2 Customer First process
70
3 Benchmarking at Post Office Counters Ltd
72
4 The benchmarking process
74
5 Benefits front using benchmarking
78
6 Bringing it all together corporate leadership
81
Acknowledgement
82
Post Office Counters mission and vision
83
Personal action plan for leadership commitment at Post Office Counters Ltd
84
Benchmarking at National Roads and Motorists Association NRMA
86
3 Customer Focused Quality CFQ
88
4 The role of benchmarking at NRMA
90
5 NRMA experiences with benchmarking
94
6 The quest for progress and advancement continues
99
Acknowledgement
101
Customer survey
102
Staff questionnaire
104
Benchmarking at Royal Mail
109
2 The Customer First initiative
110
3 The need for introducing benchmarking
114
4 The Royal Mail benchmarking approach
115
linking benchmarking to selfassessment
117
Acknowledgement
120
Benchmarking performance in key areas service provision
121
Benchmarking performance in key areas customer perception
122
Measuring employee attitudes within Royal Mail
123
Financial Service Sector
125
Benchmarking at Leeds Permanent Building Society
127
competitive bancassurance benchmarking
130
4 Key learnings from competitive bancassurance benchmarking project
132
Acknowledgement
134
Appendix 8A
135
Benchmarking at Nationwide Building Society
136
3 Application of benchmarking
137
4 General issues
140
Acknowledgement
142
Appendix 9A
143
Appendix 9B
144
Appendix 9C
145
Appendix 9D
147
ElectronicsComputer Industry
149
Benchmarking at Texas Instruments
151
3 Determining gaps in performance within TI Europe
152
4 Benchmarking at Texas Instruments Defense Systems and Electronics Group DSEG
156
5 The TI approach to benchmarking
157
6 TIs experience with benchmarking to date
158
Acknowledgement
161
TIs approach to developing TQC in Europe
162
Benchmarking policy within TI
163
2 Developing a quality culture within D2D
183
3 The relevance of benchmarking to D2D
188
4 Resultsdriven approach to benchmarking
189
5 Processbased approach to benchmarking
193
6 The way forward
198
Assessment of benchmarking studies and their value within D2D
199
Telecommunications
205
Benchmarking at Northern Telecom Europe
207
3 Employee satisfaction
209
4 Customer satisfaction
210
5 Benchmarking customer satisfaction the EFQM initiative
211
an integrated approach
218
7 Way forward for Northern Telecom Europe
221
Acknowledgements
222
Chemical Industry
223
Benchmarking at BP Chemicals
225
3 Starting the benchmarking process
227
4 Examples of applications of benchmarking
229
triggers and outcomes
233
Acknowledgement
236
Benchmarking plan for site comparisons and external visits
237
Benchmarking at Gulf Oil
242
3 Internal benchmarking through selfassessment
244
4 The way forward with benchmarking at Gulf Oil
247
Savings achieved since the introduction of WRASP
248
An example of a work simplification process reengineering the billing system
249
Terms of reference and responsibilities of EQA coordinators group
253
Aerospace Industry
255
Benchmarking at Westland Helicopters
257
2 Benchmarking experience within Westlands
258
3 Future issues
263
Acknowledgement
265
Appendix 16 A
266
Appendix 16B
267
Appendix 16C
270
Appendix 16D
272
Appendix 16E
278
Benchmarking at Shorts
281
2 Focus 2000 initiative the addition of operational benchmarking
282
3 An example of benchmarking application
285
4 Key issues
288
Acknowledgements
289
Automobile Industry
291
Benchmarking at Rover Group
293
2 Rover a learning organization
297
3 Rovers approach to benchmarking
302
4 An example of benchmarking application
305
Acknowledgement
312
Benchmarking assessment survey
313
Health Care
315
Benchmarking at Bradford Community Health NHS Trust
317
2 The quality strategy
318
4 Directoratebased activity
319
6 Benchmarking clerical workload of district nurses and health visitors
320
Benchmarking clerical workload of district nurses and health visitors
321
Benchmarking at Leicester Royal Infirmary NHS Trust
335
2 Benchmarking at Leicester Royal Infirmary
336
3 Benchmarking of outpatient performance
337
4 External benchmarking with Newcastle Victoria Infirmary
340
5 Benchmarking with private sector partners
341
6 Conclusions
347
Acknowledgements
348
Our mission values and objectives
349
Benchmarking studies in the NHS from the Audit Commission
350
3 Benchmarking water services in the NHS
351
4 Benchmarking day surgery
352
Acknowledgements
356
Appendix 21A
357
Appendix 21B
364
Index
371
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