Global Cases in Benchmarking

by Camp, Robert C.

• ISBN13: 9780873893886
• ISBN10: 0873893883
• Format: Hardcover
• Copyright: 1998-03-01
• Publisher: Asq Pr

Summary

Draws together actual case studies, both domestic and international, that illustrate the power of benchmarking from a global perspective. DLC: Benchmarking (Management).

Table of Contents

Getting the Most from this Book	ix	(2)
Acknowledgments	xi
Part 1: Editor's Analysis of Case Studies	1	(4)
Robert C. Camp, President, Best Practice Institute
Part 2: Manufacturing Sector	5	(174)
Introduction	5	(8)
Chapter 1: Crude Oil Analysis and Process Improvement at Chevron	13	(16)
Derek Ransley, President, Ransley & Associates
Chapter 2: Benchmarking the Delivery Process of Casing for Oil Wells at StatOil	29	(14)
Finn Strand, Corporate Advisor--Health, Environment, and Safety Staff, StatOil
Chapter 3: Delivering Information at Allied Domecq Spirits & Wine Ltd.	43	(14)
Bruce Rance, Managing Director, i2i Associates Ltd.
Chapter 4: General Ledger and Consolidation Processes: The Experience of 3M Italy	57	(28)
Ambrogio Biglia, Logistic and Staff Controller, 3M Italy
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	(16)
Sue Patterson, Learning and Best Practices Coordinator, Building Products Sector, Fletcher Challenge, Ltd.
Chapter 6: Hardware Procurement at NIIT	101	(20)
Anil Kumar, Vice President, NIIT Ltd.
Ashish Basu, Chief Operating Officer, Institute of Quality Ltd.
Chapter 7: An Internal Benchmarking Study of Continuous Miner Operations Within Ingwe Coal Corporation	121	(50)
Alistair Forbes, Benchmarking Manager, Ingwe Coal Corporation
Part 2 Analysis	171	(8)
Part 3: Service Sector	179	(156)
Introduction	179	(8)
Chapter 8: Applying Benchmarking at Pacific Bell: Skills, Tools, and Techniques	187	(16)
Alfred Pozos, Manager-Quality Assurance and Business Systems, California State Automobile Association
Joyce E. Miller, Director--Business Process and Training, Pacific Bell
Peter Cartwright, Manager--Customer Satisfaction Measurement, Pacific Bell
Chapter 9: Internal Benchmarking at Boots The Chemists	203	(16)
Debbie Tolputt
Jayne Welsh, Project Team Managers
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	(20)
Luigi Redaelli, Material Logistic Architect, IBM Italy
Paolo Confalonieri, Project Manager, Autofaber
Chapter 11: Expanding Benchmarking to Include an Entire Industry: Tradenz Best Practice Study	239	(18)
Chris Simmons, Managing Director, Benchmark Communications Ltd.
Joanne Douglas, Business Development Manager
John Duncan, Senior Project Manager, New Zealand Trade Development Board
Chapter 12: Benchmarking Improvement and Change: How Quality Award Winners Do It	257	(14)
Bruce Searles, Principal, Bruce Searles Consulting Pty. Ltd.
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	(14)
Nasser Munjee, Executive Director, Housing Development Finance Corporation
D. P. Singh, Principal Consultant, Eicher Consultancy Services
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	(42)
Harvey Goodwin, President, Charles E. Napier Company, Ltd.
Part 3 Analysis	327	(8)
Part 4: Nonprofit Sector	335	(70)
Introduction	335	(6)
Chapter 15: Improving the Outcomes of Cardiac Surgery: A Benchmarking Study by the Northern New England Cardiovascular Disease Study Group	341	(16)
Cathy S. Ross, Project Coordinator, Cardiac Surgery Improvement
Joseph F. Kasper, Director of the Benchmarking Project
Gerald T. O'Connor, Research Director, Northern New England Cardiovascular Disease Study Group (Dartmouth Medical School)
Chapter 16: Benchmarking On-the-job Training	357	(14)
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	(14)
Tomohiro Takanashi, Consulting Director and Deputy Division Director, The Japan Research Institute, Ltd.
Chapter 18: The Benchmarking Group in Brazil	385	(12)
Rosangela Catunda, Vice President, Grifo Enterprises
Part 4 Analysis	397	(8)
Part 5: Government Sector	405	(138)
Introduction	405	(8)
Chapter 19: Serving the American Public: Best Practices in Resolving Customer Complaints	413	(34)
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	(6)
J. T. Northcutt, Sr., Quality Engineering Technical Specialist
David Yoest, Quality Officer, Sverdrup Technologies, Inc.
Chapter 21: Benchmarking for a First-class Supply Chain: The Post Office	453	(20)
Sylvie Jackson, Director, Sylvie Jackson Associates
Chapter 22: National Australian Local Government Benchmarking Project	473	(26)
Susan E. Williams, Manager, Benchmarking, City of Monash
Chapter 23: Syndicate Benchmarking: Water Supply and Sewerage	499	(14)
Roger Patrick, Chief Operating Officer, WRc inc.
Peter Mackenzie, Director, Department of Land and Water Conservation
Chapter 24: Benchmarking Culture Change at Australia Post	513	(22)
Penny Darbyshire, Research Assistant
Johanna Macneil, Senior Lecturer, Deakin University
Part 5 Analysis	535	(8)
Part 6: Education Sector	543	(76)
Introduction	543	(6)
Chapter 25: Enrollment Management at Babson College	549	(28)
Susan West Engelkemeyer, Assistant Professor of Management and Director of Quality
Charles S. Nolan, Dean of Undergraduate Admission
C. J. McNair, Professor of Management Accounting, Babson College
Chapter 26: Collaborative Benchmarking in Higher Education	577	(14)
Stefan Bloomfield, Professor of Business Administration, Oregon State University
Chapter 27: Law Research Supervision at Queensland University Technology	591	(22)
Helen Stacy, Research Fellow, Queensland University of Technology
Part 6 Analysis	613	(6)
Appendix A: Case Study Sources	619	(8)
Appendix B: Case Study Outline	627	(2)
Index	629