Benchmarking HandbookBenchmarking is a powerful tool for improvement. It is one of the fastest-growing techniques for quality and performance improvement and attracts massive attention. Now, more than ever, there is a clear need for straightforward guidelines to help companies make the most of benchmarking. This book addresses that need. |
Contents
1 BENCHMARKING THE CONCEPT | 3 |
12 DIFFERENT TYPES OF BENCHMARKING | 4 |
13 THE DEVELOPMENT OF BENCHMARKING | 8 |
15 BEWARE | 9 |
16 BENCHMARKING IS NOT EVERYTHING | 10 |
2 THE BENCHMARKING PROCESS IN THE COMPANY | 13 |
22 PLAN | 15 |
23 SEARCH | 16 |
71 IDENTIFYING IMPROVEMENT OPPORTUNITIES | 88 |
72 IMPROVEMENT TARGETS | 89 |
73 IMPLEMENTATION | 90 |
74 FINAL REPORT FROM THE BENCHMARKING STUDY | 95 |
75 CHECK LIST FOR THE BENCHMARKING PROCESS ADAPT | 96 |
76 EXAMPLE BENCHMARKING IN NORWEGIAN WINCH CORP | 97 |
8 THE BENCHMARKING PROCESS IN THE COMPANY RECYCLE | 101 |
81 RECALIBRATE THE BENCHMARKS | 102 |
25 ANALYSE | 17 |
26 ADAPT | 18 |
27 RECYCLE | 19 |
The Benchmarking Study | 21 |
3 THE BENCHMARKING PROCESS IN THE COMPANY PLAN | 23 |
32 FORMING THE BENCHMARKING TEAM | 30 |
33 UNDERSTANDING AND DOCUMENTING THE PROCESS TO BE BENCHMARKED | 31 |
34 ESTABLISHING PERFORMANCE MEASURES FOR THE PROCESS | 35 |
35 CHECK LIST FOR THE BENCHMARKING PROCESS PLAN | 36 |
4 THE BENCHMARKING PROCESS SEARCH | 41 |
41 DESIGN LIST OF BENCHMARKING PARTNER CRITERIA | 42 |
42 IDENTIFYING POTENTIAL BENCHMARKING PARTNERS | 43 |
43 SELECTING BENCHMARKING PARTNERS | 46 |
44 ESTABLISHING CONTACT WITH THE SELECTED PARTNERS | 47 |
45 CHECK LIST FOR THE BENCHMARKING PROCESS SEARCH | 48 |
46 EXAMPLE BENCHMARKING IN NORWEGIAN WINCH CORP | 49 |
5 THE BENCHMARKING PROCESS IN THE COMPANY OBSERVE | 53 |
51 ASSESSING THE INFORMATION NEEDS AND SOURCES | 54 |
52 SELECTING METHOD AND TOOL FOR INFORMATION AND DATA COLLECTION | 56 |
53 ADVANTAGES AND DISADVANTAGES OF THE DIFFERENT METHODS | 61 |
54 CONDUCTING THE OBSERVATION PHASE | 64 |
56 EXAMPLE BENCHMARKING IN NORWEGIAN WINCH CORP | 65 |
6 THE BENCHMARKING PROCESS IN THE COMPANY ANALYSE | 69 |
61 SORTING THE INFORMATION AND DATA | 70 |
63 NORMALISING THE DATA | 71 |
64 IDENTIFYING GAPS IN PERFORMANCE LEVELS | 73 |
65 IDENTIFYING THE CAUSES FOR THE GAPS | 76 |
66 CHECK LIST FOR THE BENCHMARKING PROCESS ANALYSE | 82 |
7 THE BENCHMARKING PROCESS IN THE COMPANY ADAPT | 87 |
83 IMPROVE THE BENCHMARKING PROCESS ITSELF | 103 |
Benchmarking in a Larger Context | 105 |
9 BENCHMARKING AS PART OF STRATEGY AND IMPROVEMENT | 107 |
92 BENCHMARKING A PART OF THE COMPANYS QUALITY AND IMPROVEMENT WORK | 108 |
93 THE RESULTS FROM BENCHMARKING | 109 |
94 WHEN IS BENCHMARKING USED? | 110 |
95 PRECONDITIONS FOR USING BENCHMARKING | 111 |
96 LEGAL ASPECTS OF BENCHMARKING | 112 |
10 BENCHMARKING CODE OF CONDUCT | 115 |
103 PRINCIPLE OF CONFIDENTIALITY | 116 |
107 PRINCIPLE OF PREPARATION | 117 |
Benchmarking Case Studies | 119 |
BENCHMARKING THE DELIVERY PROCESS OF CASING FOR OIL WELLS | 121 |
112 RESULTS AND IMPROVEMENTS ACHIEVED IN THE PROJECT | 129 |
113 LESSONS LEARNED ABOUT BENCHMARKING IN THE PROJECT | 130 |
BENCHMARKING OF PURCHASING FOR SPECIAL PRODUCTS | 133 |
122 RESULTS AND IMPROVEMENTS ACHIEVED IN THE PROJECT | 138 |
123 LESSONS LEARNED ABOUT BENCHMARKING IN THE PROJECT | 139 |
BENCHMARKING MEASURES OF CUSTOMER SATISFACTION | 145 |
132 RESULTS AND IMPROVEMENTS ACHIEVED IN THE PROJECT | 153 |
133 LESSONS LEARNED ABOUT BENCHMARKING IN THE PROJECT | 154 |
Benchmarking Study Documentation Package | 155 |
14 BENCHMARKING DOCUMENTATION PACKAGE | 157 |
142 AIDS FOR THE SEARCH PHASE | 159 |
143 AIDS FOR THE OBSERVATION PHASE | 160 |
145 AIDS FOR THE ADAPTATION PHASE | 161 |
BIBLIOGRAPHY | 189 |
| 191 | |
Common terms and phrases
achieved activities analysis phase areas benchmarking process benchmarking study benchmarking team benchmarking wheel best practice BM partners brainstorming business processes cause-and-effect diagram CHECK LIST collected information company's compared comparison matrix competitors component manufacturing conducted costs critical success factors customer satisfaction data collection departments diagram documenting the process elements employees Establish contact evaluated Final report flow chart force field analysis functions gain acceptance gap analysis gaps in performance Glamox impact important improvement opportunities information and data internal list of criteria Methods and tools Normalise Norwegian Winch Corp observation phase organisation Pacific Bell participate partner profile partner visits partner's process performance gap performance levels performance measures persons planning phase potential benchmarking partners problem process benchmarking production planning purchasing questionnaire root cause analysis root causes Select partner Selecting the process spider chart Statoil step strategy suppliers targets techniques Understand