Global cases in benchmarking: best practices from organizations around the world
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Milwaukee, Wis.
ASQ Quality Press
1998
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XI, 640 S. Ill., graph. Darst. |
| ISBN: | 0873893883 |
Internformat
MARC
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Datensatz im Suchindex
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| adam_text | Contents
Getting the Most from this Book ix
Acknowledgments xi
Part 1: Editor s Analysis of Case Studies l
Robert C. Camp, President, Best Practice Institute
Part 2: Manufacturing Sector
Introduction 5
Chapter 1: Crude Oil Analysis and Process Improvement at Chevron 13
Derek Ransley, President, Ransley Associates
Chapter 2: Benchmarking the Delivery Process of Casing for Oil Wells at StatOil... 29
Finn Strand, Corporate Advisor Health, Environment,
and Safety Staff, StatOil
Chapter 3: Delivering Information at Allied Domecq Spirits Wine Ltd 43
Bruce Ranee, Managing Director, i2i Associates Ltd.
Chapter 4: General Ledger and Consolidation Processes: The Experience
of 3M Italy 57
Ambrogio Biglia, Logistic and Staff Controller, 3M Italy, and Lucrezia
Songini, Assistant Professor of Management Accounting, Bocconi University
Chapter 5: A Journey Without End: Best Practice in the Building Products
Sector of Fletcher Challenge 85
Sue Patterson, Learning and Best Practices Coordinator,
Building Products Sector, Fletcher Challenge, Ltd.
v
Vi Contents Chapter 6: Hardware Procurement at NUT 101
Anil Kumar, Vice President, NUT Ltd., and Ashish Basu,
Chief Operating Officer, Institute of Quality Ltd.
Chapter 7: An Internal Benchmarking Study of Continuous Miner Operations
Within Ingwe Coal Corporation 121
Alistair Forbes, Benchmarking Manager, Ingwe Coal Corporation
Part 2 Analysis 171
Part 3: Service Sector
Introduction 179
Chapter 8: Applying Benchmarking at Pacific Bell: Skills, Tools, and Techniques.... 187
Alfred Pozos, Manager Quality Assurance and Business Systems,
California State Automobile Association, Joyce E. Miller, Director
Business Process and Training, Pacific Bell, and Peter Cartwright,
Manager Customer Satisfaction Measurement, Pacific Bell
Chapter 9: Internal Benchmarking at Boots The Chemists 203
Debbie Tolputt and Jayne Welsh, Project Team Managers, and
Pam Squires, Assistant Project Manager, Boots The Chemists
Chapter 10: Application of Benchmarking Techniques for Business Process
Reengineering: IBM Italy s Procurement Process Reengineering
Model 219
Luigi Redaelli, Material Logistic Architect, IBM Italy, and
Paolo Confalonieri, Project Manager, Autofaber
Chapter 11: Expanding Benchmarking to Include an Entire Industry: Tradenz Best
Practice Study 239
Chris Simmons, Managing Director, Benchmark Communications Ltd.,
Joanne Douglas, Business Development Manager, and John Duncan,
Senior Project Manager, New Zealand Trade Development Board
Chapter 12: Benchmarking Improvement and Change: How Quality Award
Winners Do It 257
Bruce Searles, Principal, Bruce Searles Consulting Pty. Ltd., and Steve
Ambrose, Process Improvement Manager, Westpac Banking Corporation
Chapter 13: Redefining Service Frontiers: Lessons From the Best Practices of the
Housing Development Finance Corporation 271
Nasser Munjee, Executive Director, Housing Development Finance
Corporation, and D. P. Singh, Principal Consultant, Eicher Consultancy
Services
Contents vii
Chapter 14: Improving the Profitability of Canadian Book Publishers: An Example
of the Application of Performance Measurement and Benchmarking
at Both the Firm and Sector Level 285
Harvey Goodwin, President, Charles E. Napier Company, Ltd.
Part 3 Analysis 327
Part 4: Nonprofit Sector
Introduction 335
Chapter 15: Improving the Outcomes of Cardiac Surgery: A Benchmarking Study
by the Northern New England Cardiovascular Disease Study Group 341
Cathy S. Ross, Project Coordinator, Cardiac Surgery Improvement,
Joseph F. Kasper, Director of the Benchmarking Project, and Gerald T.
O Connor, Research Director, Northern New England Cardiovascular
Disease Study Group (Dartmouth Medical School)
Chapter 16: Benchmarking On the job Training 357
Darshan Singh, Deputy Director, and Benedict Anandam, Senior Officer,
Planning and Research Department, Singapore Productivity and Standards
Board
Chapter 17: Emergence of Benchmarking in Japan 371
Tomohiro Takanashi, Consulting Director and Deputy Division Director,
The Japan Research Institute, Ltd.
Chapter 18: The Benchmarking Group in Brazil 385
Rosangela Catunda, Vice President, Grifo Enterprises
Part 4 Analysis 397
Part 5: Government Sector
Introduction 405
Chapter 19: Serving the American Public: Best Practices in Resolving Customer
Complaints 413
Vice President Al Gore s National Performance Review,
Federal Benchmarking Consortium
Chapter 20: Utilizing Benchmarking to Build Customer Supplier Relationships:
How the U.S. Air Force and Sverdrup Technologies Partnered
for Change 447
/. T. Northcutt, Sr., Quality Engineering Technical Specialist, and
David Yoest, Quality Officer, Sverdrup Technologies, Inc.
Viii Contents Chapter 21: Benchmarking for a First class Supply Chain: The Post Office 453
Sylvie Jackson, Director, Sylvie Jackson Associates
Chapter 22: National Australian Local Government Benchmarking Project 473
Susan E. Williams, Manager, Benchmarking, City ofMonash
Chapter 23: Syndicate Benchmarking: Water Supply and Sewerage 499
Roger Patrick, Chief Operating Officer, WRc inc., and Peter Mackenzie,
Director, Department of Land and Water Conservation
Chapter 24: Benchmarking Culture Change at Australia Post 513
Penny Darbyshire, Research Assistant, and Johanna Macneil,
Senior Lecturer, Deakin University
Part 5 Analysis 535
Part 6: Education Sector
Introduction 543
Chapter 25: Enrollment Management at Babson College 549
Susan West Engelkemeyer, Assistant Professor of Management and
Director of Quality, Charles S. Nolan, Dean of Undergraduate Admission,
and C. J. McNair, Professor of Management Accounting, Babson College
Chapter 26: Collaborative Benchmarking in Higher Education 577
Stefan Bloomfield, Professor of Business Administration,
Oregon State University
Chapter 27: Law Research Supervision at Queensland University Technology 591
Helen Stacy, Research Fellow, Queensland University of Technology
Part 6 Analysis 613
Appendix A: Case Study Sources 619
Appendix B: Case Study Outline 627
Index 629
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| isbn | 0873893883 |
| language | English |
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| spelling | Global cases in benchmarking best practices from organizations around the world Robert, C. Camp, ed. Milwaukee, Wis. ASQ Quality Press 1998 XI, 640 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Benchmarking gtt Étalonnage concurrentiel Étalonnage concurrentiel - Cas, Études de Benchmarking (Management) Benchmarking (Management) Case studies Benchmarking (DE-588)4329573-3 gnd rswk-swf (DE-588)4522595-3 Fallstudiensammlung gnd-content Benchmarking (DE-588)4329573-3 s DE-604 Camp, Robert C. 1935- Sonstige (DE-588)114208123 oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008292115&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| title | Global cases in benchmarking best practices from organizations around the world |
| title_auth | Global cases in benchmarking best practices from organizations around the world |
| title_exact_search | Global cases in benchmarking best practices from organizations around the world |
| title_full | Global cases in benchmarking best practices from organizations around the world Robert, C. Camp, ed. |
| title_fullStr | Global cases in benchmarking best practices from organizations around the world Robert, C. Camp, ed. |
| title_full_unstemmed | Global cases in benchmarking best practices from organizations around the world Robert, C. Camp, ed. |
| title_short | Global cases in benchmarking |
| title_sort | global cases in benchmarking best practices from organizations around the world |
| title_sub | best practices from organizations around the world |
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| topic_facet | Benchmarking Étalonnage concurrentiel Étalonnage concurrentiel - Cas, Études de Benchmarking (Management) Benchmarking (Management) Case studies Fallstudiensammlung |
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