Improving Through Benchmarking

by Chang, Richard Y.; Kelly, P. Keith

• ISBN13: 9780787950842
• ISBN10: 078795084X
• Edition: 1st
• Format: Paperback
• Copyright: 1999-08-11
• Publisher: Pfeiffer

Summary

This user-friAndly guide shows how benchmarking is a means of using the best process-management practices to improve results. Ideal for process improvement teams in both large organizations and small companies.

Author Biography

RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonald's. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California.

Table of Contents

Introduction	1	(4)
Why Read This Guidebook?
Who Should Read This Guidebook?
When And How To Use It
Benchmarking: An Overview	5	(8)
What Is Benchmarking?
Levels Of Benchmarking
Myths And Realities About Benchmarking
The Seven-Step Benchmarking Model	13	(4)
Benchmarking: A Practical Example	17	(4)
Step One: Identify What To Benchmark	21	(14)
Clarify The Benchmarking Objective
Decide Whom To Involve
Define The Process
Consider The Scope
Set The Boundaries
Agree On The Process
Flow Chart The Process
Step Two: Determine What To Measure	35	(12)
Examine The Flow Chart
Establish Process Measures
Verify That Measures Match Objectives
Step Three: Identify Who To Benchmark	47	(8)
Conduct General Research
Choose The Level To Benchmark
Step Four: Collect The Data	55	(12)
Using A Questionnaire
Conducting A Benchmarking Site Visit
Step Five: Analyze Data And Determine Gap	67	(8)
Quantitative Data
Quantitative Analysis
Step Six: Set Goals And Develop An Action Plan	75	(10)
Set Performance Goals
Develop An Action Plan
Step Seven: Monitor The Process	85	(12)
Track The Changes
Make Benchmarking A Habit
Summary	97	(4)
Appendix	101