Business process benchmarking: finding and implementing best practices
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| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Milwaukee, Wis.
ASQC Quality Press
1995
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXI, 464 S. Ill., graph. Darst. |
| ISBN: | 0873892968 |
Staff View
MARC
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| 100 | 1 | |a Camp, Robert C. |d 1935- |e Verfasser |0 (DE-588)114208123 |4 aut | |
| 245 | 1 | 0 | |a Business process benchmarking |b finding and implementing best practices |c Robert C. Camp |
| 264 | 1 | |a Milwaukee, Wis. |b ASQC Quality Press |c 1995 | |
| 300 | |a XXI, 464 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Benchmarking (Administración) | |
| 650 | 4 | |a Calidad de los productos | |
| 650 | 4 | |a Control de calidad | |
| 650 | 4 | |a Efectividad organizacional | |
| 650 | 4 | |a Rendimiento industrial | |
| 650 | 4 | |a Benchmarking (Management) | |
| 650 | 0 | 7 | |a Benchmarking |0 (DE-588)4329573-3 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Management |0 (DE-588)4037278-9 |2 gnd |9 rswk-swf |
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Record in the Search Index
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|---|---|
| adam_text | Contents
List of Figures ix
Foreword xiii
Preface xvii
Acknowledgments xxi
SECTION 1: THE PROCESS 1
Chapter 1: Benchmarking Update 3
Chapter 2: What to Benchmark 23
Chapter 3: Whom to Benchmark 69
Chapter 4: Data Collection 103
Chapter 5: Analyze the Performance Gap 133
SECTION 2: THE LEADERSHIP AND MANAGEMENT
OF BENCHMARKING 161
Chapter 6: Benchmarking Leadership and
Management Process 163
Chapter 7: Training 195
Chapter 8: Managers Resource Guide 219
Chapter 9: The Future of Benchmarking 243
vii
viii Business Process Benchmarking
SECTION 3: THE CASE STUDIES 253
Chapter 10: Materials Only Differentiated Service
at AT T 255
Chapter 11: Housekeeping System Cycle Time Reduction
at The Ritz Carlton Hotel Company 273
Chapter 12: Coolant Management at Texas Instruments 293
Chapter 13: Supply Chain Management at
Xerox Corporation 315
Chapter 14: Employee Recognition Programs at
Westinghouse Savannah River Company 347
Chapter 15: Benchmarking the Customer Satisfaction
Management Process at IBM Rochester 389
Appendix A: Benchmarking Bibliography 407
Appendix B: The Best of the Best Companies 423
Appendix C: Benchmarking Case Histories 429
Appendix D: How to Find Information 433
Appendix E: Process Classification Scheme 437
Appendix F: Process Inspection Checklist 445
Appendix G: Roles and Responsibilities 449
Index 453
Figures
Figure
Number Title
1.1 Benchmarking process models. 9
1.2 The benchmarking task consists of two
major processes. 10
1.3 The formal, 10 step benchmarking process. 20
1.4 The five phases of the benchmarking process. 21
2.1 Benchmarking processes. 25
2.2 What to benchmark. 26
2.3 Process definition. 30
2.4 Helicopter view of a business process. 34
2.5a Business processes: Sales, service, and
business operations. 37
2.5b Business enterprise processes. 38
2.6 Relationship of R and P measures. 42
2.7 Tree diagram of business processes linked
to organizational goals. 44
2.8 Documentation of the benchmarking process. 53
2.9 The checkout process for a video rental store. 56
2.10 Elements of a work process. 57
ix
x Business Process Benchmarking
Figure
Number Title
2.11 Arrow or data flow diagram of simplified
benchmarking process. 60
2.12 Process mapping. 62
2.13 A project description using a storyboard. 67
3.1 Whom to benchmark. 72
3.2 Why benchmark. 74
3.3 The best in seven categories of selling. 78
4.1 Evaluation of clearinghouse or center s
products and services. 115
4.2 Conduct of a benchmarking site visit. 124
4.3a Benchmarking process flow—internal requests. 125
4.3b Benchmarking process flow—external requests. 126
5.1 Tools and techniques for the steps of the
benchmarking process. 137
5.2 Spider or radar diagram. 140
5.3 AHP maturity index. 141
5.4 Z chart. 142
5.5 Summary structure of gap analysis. 144
5.6 Matrix analysis applied to the quality
improvement process. 148
6.1 Direction setting statement. 167
6.2 Benchmarks and benchmarking in the
planning process. 168
6.3 Internal benchmarking network mission
statement. 177
6.4 External assistance alternatives. 183
6.5 Benchmarking direction and coordination. 187
6.6 Benchmarking communications channels. 188
6.7 Benchmarking plan summary and
status report. 190
6.8 Benchmarking summary document. 192
Figures xi
Figure
Number Title
7.1 Types of benchmarking training. 197
7.2 Executive briefing on benchmarking agenda. 199
7.3 Cross functional training specifications. 201
7.4 What to benchmark: Video store case study. 203
7.5 Workshop outline. 207
8.1 Sections at a glance. 221
8.2 Task list to help benchmarking teams get
started. 230
9.1 Benchmarking change management. 249
10.1 MODS process overview. 259
10.2 Current situation. 261
10.3a Standardization development. 264
10.3b Initiatives to provide improved service and
customer relations. 265
11.1 Housekeeping process team mission statement. 277
11.2 House of quality. 279
11.3 Five steps in cleaning a room. 280
11.4 Pugh concept selection chart of cleaning
alternatives. 281
11.5 Consecutive versus simultaneous work flowchart. 288
11.6 Housekeeping process flowchart. 289
12.1 Typical cutting tool operation. 294
12.2 Current process: Metalworking fluids
management. 297
12.3 Telephone survey of potential benchmarking
candidates. 300
12.4 The XYBEX system for recycling coolant. 303
12.5 Internal operations comparison (key measures). 306
12.6 Coolant maintenance process flow (new process). 309
13.1 ISC prioritization process. 317
13.2 Performance improvement. 318
xii Business Process Benchmarking
Figure
Number Title
13.3 Xerox enterprise processes. 320
13.4 Inventory percent of sales for benchmark
companies. 321
13.5 Xerox supply chain. 324
13.6 Logistics and vision. 330
13.7 Supply chain process flexibility. 331
13.8 ISC progress. 335
13.9 Pull replenishment supply chain logistics. 337
13.10 Production planning process (P3). 338
13.11 ISCO as a change management organization. 341
14.1 Project approach. 350
14.2 Employee value structure data. 355
14.3 Selection criteria matrix. 360
14.4 Sample of benchmarking information analysis
matrix. 366
14.5 Informal program comparison. 375
14.6 formal program comparison. 375
14.7 Meeting customer values matrix. 376
15.1 IBM Rochester customer satisfaction management
process flow diagram. 393
15.2 Benchmarking checklist. 394
15.3 Issue management process. 398
15.4 Benchmarking partner selection process. 401
B.I The best of the best. 425
E.I Process classification scheme: Overview. 438
E.2 Process classification scheme: Operating
processes. 439
E.3 Process classification scheme: Management
and support processes. 443
|
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| dewey-ones | 658 - General management |
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| dewey-search | 658.562 658.5/62 20 |
| dewey-sort | 3658.562 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
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| id | DE-604.BV010152367 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:47:25Z |
| institution | BVB |
| isbn | 0873892968 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-006743819 |
| oclc_num | 318354744 |
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| physical | XXI, 464 S. Ill., graph. Darst. |
| publishDate | 1995 |
| publishDateSearch | 1995 |
| publishDateSort | 1995 |
| publisher | ASQC Quality Press |
| record_format | marc |
| spelling | Camp, Robert C. 1935- Verfasser (DE-588)114208123 aut Business process benchmarking finding and implementing best practices Robert C. Camp Milwaukee, Wis. ASQC Quality Press 1995 XXI, 464 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Benchmarking (Administración) Calidad de los productos Control de calidad Efectividad organizacional Rendimiento industrial Benchmarking (Management) Benchmarking (DE-588)4329573-3 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Benchmarking (DE-588)4329573-3 s Management (DE-588)4037278-9 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006743819&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Camp, Robert C. 1935- Business process benchmarking finding and implementing best practices Benchmarking (Administración) Calidad de los productos Control de calidad Efectividad organizacional Rendimiento industrial Benchmarking (Management) Benchmarking (DE-588)4329573-3 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4329573-3 (DE-588)4037278-9 |
| title | Business process benchmarking finding and implementing best practices |
| title_auth | Business process benchmarking finding and implementing best practices |
| title_exact_search | Business process benchmarking finding and implementing best practices |
| title_full | Business process benchmarking finding and implementing best practices Robert C. Camp |
| title_fullStr | Business process benchmarking finding and implementing best practices Robert C. Camp |
| title_full_unstemmed | Business process benchmarking finding and implementing best practices Robert C. Camp |
| title_short | Business process benchmarking |
| title_sort | business process benchmarking finding and implementing best practices |
| title_sub | finding and implementing best practices |
| topic | Benchmarking (Administración) Calidad de los productos Control de calidad Efectividad organizacional Rendimiento industrial Benchmarking (Management) Benchmarking (DE-588)4329573-3 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Benchmarking (Administración) Calidad de los productos Control de calidad Efectividad organizacional Rendimiento industrial Benchmarking (Management) Benchmarking Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006743819&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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