Benchmarking for best practices: winning through innovative adaptation
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York u.a.
McGraw-Hill
1994
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | X, 312 S. graph. Darst. |
| ISBN: | 0070063753 |
Internformat
MARC
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Acknowledgments ix
X 1 Benchmarking for Best Practices: Winning
Through Innovative Adaptation l
Benchmarking Is an Essential Business Concept 1
Benchmarks and Benchmarking 3
Managing Change 5
Three Primary Benchmarking Types 7
Applications and Benefits 9
A Utilitarian Tool 12
2 Fast Learning Through Innovative Adaptation 16
Fast Learning and Competitive Advantage 18
Necessity Is Often the Mother of Innovative Adaptation 19
The Case of Manco, Inc. 21
Learning Is the Essence of Continuous Improvement 22
Mastering How Organizations Learn 22
Lessons from the National Quality Award 24
The Xerox Experience 25
Baldrige and Benchmarking 27
Creating a Culture That Supports Fast Learning 30
The Power of Intellectual Leverage 33
3 Benchmarks and Performance Measurement 40
The Whys and Hows of Benchmarks 41
The Performance Measurement Revolution 44
Designing Successful Benchmarks 46
A Benchmark Design Architecture 48
Customer Service Performance Measures 49
Product/Service Performance Measures 51
Business Process Performance Measures 51
Support Processes/Services Performance Measures 53
Employee Performance Measures 55
iv Contents
Supplier Performance Measures 56
Technology and Innovation Related Performance Measures 57
Cost Performance Measures 57
Financial Performance Measures 57
Benchmarks As Best Practices Geiger Counters 57
Eastman Kodak s Measures Matrix Chart 58
Kaplan and Norton s Balanced Scorecard 61
The Financial Perspective 61
The Customer Perspective 64
The Internal Operations Perspective 64
Organizational Learning 64
The Best of Both Worlds 65
4 The Secrets of Successful Benchmarking 67
Lessons Learned 67
Benchmarking Critical Success Factors 69
Senior Management Support 69
Benchmarking Training 73
Johnson Johnson 75
Information Technology Systems 76
Cultural Encouragement of Learning 77
Resources 80
Designing Your Benchmarking Process 81
The Customized Benchmarking Process 83
The Simple, Consensus Model 84
The GTE Case Study 85
The Launch Phase 85
The Organize Phase 87
Team Size 88
The Reach Out Phase 88
Understanding the Process 89
Performing Research 89
Conducting a Benchmarking Survey 90
Conducting Benchmarking Telephone Interviews 93
Recognizing Benchmarking Partners 95
Benchmarking Question Sets 95
Accessibility of Benchmarking Partners 96
The Benchmarking Code of Conduct 96
Reach Out 97
Conducting Site Visits 97
The GTE Case Study—The Reach Out Phase 99
Assimilate 99
Normalizing Data 100
Preparing the Benchmarking Report 101
The GTE Case Study—The Assimilate Phase 103
Act 103
The GTE Case Study—The Act Phase 103
Contents v
5 Design for Implementation Success 108
Implementation Planning 108
DFM Corollaries 109
Common Pitfalls 110
DuPont Case Study 110
Project Sponsorship 111
Selecting Your Team 112
Roles and Responsibilities of Team Members 112
Gaining and Maintaining Beneficiaries Support 213
The Benchmarking Learning Curve 114
6 Integrating Benchmarking into Tour Organization 121
Benchmarking Under the Influence 123
The Seven Levels of Benchmarking 124
Benchmarking and Vicarious Learning 125
Learning from Past Successes 128
Borrowing Good Ideas 232
Steal This Idea® 132
Developing Internal Best Practices 135
Developing External Best Practices 138
Reverse Engineering 240
Hitch Your Wagon to the Stars 2 40
Best in Class Benchmarking 244
AT T Benchmarks Customer Complaint Handling 245
Select the Appropriate Benchmarking Approach 249
K 7 Putting Benchmarking to Work in the
Executive Office and Boardroom 152
Benchmarking and Leadership 252
Understanding Where Your Corporation Stands Versus the Best 253
An Essential Leadership Skill 254
Leaders Set the Culture 255
Benchmarking Project Champions 256
Monitoring the Competition 257
Corporate Governance and Oversight 258
Leadership Actions 259
8 Benchmarking and Strategic Planning 162
The Strategic Thinking Process 2 64
Strategic Benchmarks and Competitive Projections 267
Benchmarking and Improvement Planning 269
Benchmarking and the Strategic Use of Technology 2 70
Benchmarking and Human Resource Management 272
Benchmarking and Suppliers Capabilities 2 75
Borrowing Strategies and Projecting Success 2 76
Summary 2 77
vi Contents
9 Benchmarking and Business Process Reengineering 179
Four Performance Improvement Approaches 179
Immediate Tactical Change (ITC) 181
Immediate Strategic Change (ISC) 181
Extended Tactical Change (ETC) 182
Business Process Reengineering 182
Choose Use Pay 187
Information Technology 188
Deciding When to Reengineer 188
The Seven Step Reengineering Process 191
Lessons Learned 193
Summary 194
« 10 Benchmarking and Time Based Competition 196
Time Based Competition 196
The Benefits of Speed 197
Measuring Speed Through Cycle Tune 198
Other Cycle Time Reduction Methods 202
Cycle Time Reduction Success Stories 203
Benchmarking and Cycle Time Reduction 207
Cycle Time Solutions 208
11 Benchmarking and Change Management 211
Motivating Change Through Benchmarking 222
Benchmarking and Visualizing Change 213
Deciding What to Change 215
The Two Frontiers of Change 217
Mastering Change 218
12 International Benchmarking 221
The Japanese Masters 221
Business Culture 222
Perennial Students 224
The Keiretsu 224
The Japanese Government 225
Industry Associations 226
Customer Supplier Sharing 227
Strategic Benchmarking 228
Obstacles to Japanese Benchmarking 228
Benchmarking in Europe 229
Benchmarking in Latin America 230
Conclusions 230
,/ 13 Benchmarking in the Public Sector 233
y Desert Express 233
Contents vii
Seattle s AIDS Program 233
Formal Benchmarking in the Public Sector 234
Public Sector Keiretsu 235
Obstacles to Public Sector Benchmarking 235
The Growing Popularity of Government Benchmarking 237
Public Sector Associations 238
Conclusion 239
14 Managing Best Practice Knowledge 241
Developing Effective Software Solutions 242
Developing Effective Hardware Solutions 243
Best Practice Databases 244
IBM Rochester 245
Eastman Kodak 245
AT T 246
Motorola 246
Electronic Mail 246
Xerox 247
ALCOA 247
Choosing Between Database and e Mail Systems 248
Other Knowledge Management Vehicles 248
Guidelines for Knowledge Management 250
15 Benchmarking and the Twenty First Century Organization 252
The Organization of the Future 253
A Call to Action 253
Conclusion 258
Appendices 260
Steal This Idea®—The Art of Innovative Adaptation: How Can
Your Organization Apply These Ideas 260
Steal This Idea® Exercise 2 71
Developing the Culture: Executive Exercise 274
Index of Companies 295
Subject Index 297
|
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| title | Benchmarking for best practices winning through innovative adaptation |
| title_auth | Benchmarking for best practices winning through innovative adaptation |
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| title_full | Benchmarking for best practices winning through innovative adaptation Christopher E. Bogan ; Michael J. English |
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| title_short | Benchmarking for best practices |
| title_sort | benchmarking for best practices winning through innovative adaptation |
| title_sub | winning through innovative adaptation |
| topic | Management (DE-588)4037278-9 gnd Benchmarking (DE-588)4329573-3 gnd |
| topic_facet | Management Benchmarking |
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