The benchmarking workbook : adapting best practices for performance improvement

Introduction: Benchmarking for Continuous Improvement The Business Environment Benchmarking Defined Benchmarking and Strategic Planning Competitive Analysis About Process Benchmarking Introducing Process Benchmarking Core Competencies Key Business Processes Critical Success Factors Conducting a Benchmarking Study TQM and Benchmarking Planning a Benchmarking Study Deciding What to Benchmark Determining Customer Needs Understanding the Business Model Profiling the Process Developing the Benchmarking Plan Searching for World-Class Processes Directing the Search Leveraging Strategic Relationships Using Secondary Sources Summarizing Secondary Information Selecting Best-in-Class Companies to Visit Observing Best Practices Setting the Tone Planning the Visit Developing a Questionnaire Observing Ethical Guidelines Conducting the Site Visit Recording the Data Analyzing Performance Gaps Evaluating the Situation Stratifying the Data Projecting the Gaps Identifying Process Enablers Adapting Superior Practices to Your Culture Synthesizing Best Practices Developing an Action Plan Setting the Goals Managing Your Culture Implementing the Plan Gaining Organizational Support Improving Process Performance Using Team Creativity Mapping the Historical Trend Tracking Success Factors Completing the Cycle Seeking the Horizon Benchmarking as a Process Supporting a Benchmarking Program Putting It All Together Applying TQM to Benchmarking Going Beyond the Boundaries Appendix: Benchmarking Forms About the Author Index