Benchmarking workbook : adapting best practices for performance improvement.

Watson, Gregory H.

1992

CIENA
1665

1-56327-033-1

INTRODUCTION BENCHMARKING FOR CONTINUOS IMPROVEMENT. The business environment. Benchmarking defined. Benchmarking and strategic planning. Competitive analysis. About process benchmarking. Notes. INTRODUCING PROCESS BENCHMARKING. Core competencies. Key business processes. Critical success factors. Conductiong a benchmarking study. TQM and benchmarking. Case study. Exercise. Notes. PLANNING A BENCHMARKING STUDY. Deciding what to benchmark. Determining customer needs. Undertanding the business model. Profiling the process. Developing the benchmarking plan. Case study. Exercise. Notes. SEARCHING FOR WORLD-CLASS PROCESSES. Directing the search. Leveraging strategic relationships. Using secondary sources. Summarizing secondary information. Selecting best-in-class companies to visit. Case study. Exercise. Notes. OBSERVING BEST PRACTICES. Setting the tone. Planning the visit. Developing a questionnaire. Observing ethical guidelines. Conducting the site visit. Recording the data. Case study. Exercise. Notes. ANALYZING PERFORMANCE GAPS. Evaluationg the situation. Stratifying the data. Projecting the gaps. Identifying process enablers. Case study. Exercise. Notes. 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. Case study. Exercise. Notes. IMPROVING PROCESS PERFORMANCE. Using team creativity. Mapping the historical trend. Tracking success factors. Completing the cycle. Case study. Exercise. Notes. SEEKING THE HORIZON... (para más información ver documento).

Presenta tbls. y diagrs.

GENERAL; INDICES DE GESTION; ESTUDIOS DE CASOS; COMPETITIVIDAD;