Effective benchmarking learning from the best
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| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London [u.a.]
Chapman & Hall
1996
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| Ausgabe: | 1. ed. |
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| 100 | 1 | |a Zairi, Mohamed |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Effective benchmarking |b learning from the best |c Mohamed Zairi |
| 250 | |a 1. ed. | ||
| 264 | 1 | |a London [u.a.] |b Chapman & Hall |c 1996 | |
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Datensatz im Suchindex
| _version_ | 1804125502022090752 |
|---|---|
| adam_text | Contents
Foreword by H. James Harrington xiii
Acknowledgements xix
1 Introduction 1
1 The benchmarking revolution 1
2 The effective implementation of benchmarking 2
3 Why a book on case studies? 4
4 What are the clear benefits? 5
5 Which audience would find the book useful? 6
Part One: Office Equipment/Photography 9
2 Rank Xerox Ltd: the benchmark of benchmarking 11
1 The story of quality within Rank Xerox corporation 11
2 Leadership through quality: a total quality process for
Xerox 12
3 Driving quality strategically: the deployment process 17
4 Benchmarking at Rank Xerox: the beginning of
a new phase 19
5 A sound methodology 20
6 Benefits and achievements from benchmarking within
Rank Xerox 25
7 Business Excellence Certification (BEC): the way to
effective integration of benchmarking 27
8 Future issues 30
Acknowledgements 33
Appendix 2.A: Data collection tool for Rank Xerox s
benchmarking of benchmarking process project 34
3 Benchmarking at Kodak Ltd 37
1 Introduction 37
2 The launch of quality at Kodak 37
3 Quality Leadership Process 40
4 Benchmarking at Kodak 42
5 An example of benchmarking application 44
Acknowledgements 49
Appendix 3.A 50
Part Two: Service Sector 53
4 Benchmarking at TNT Express 55
1 Introduction 55
viii Contents
2 The role of quality at TNT Express 56
3 Benchmarking at TNT Express 57
Performance league tables 61
Acknowledgements 64
Appendix 4.A 65
Appendix 4.B 66
Appendix 4.C 68
5 Benchmarking at Post Office Counters 69
1 Introduction 69
2 Customer First process 70
3 Benchmarking at Post Office Counters Ltd 72
4 The benchmarking process 74
5 Benefits from using benchmarking 78
6 Bringing it all together corporate leadership 81
Acknowledgement 82
Appendix 5.A: Post Office Counters mission and vision 83
Appendix 5.B: Personal action plan for leadership
commitment at Post Office Counters Ltd 84
6 Benchmarking at National Roads and Motorists Association
(NRMA) 86
1 Introduction 86
2 The birth of quality at NRMA 86
3 Customer Focused Quality (CFQ) 88
4 The role of benchmarking at NRMA 90
5 NRMA experiences with benchmarking 94
6 The quest for progress and advancement continues 99
Acknowledgement 101
Appendix 6.A: Customer survey 102
Appendix 6.B: Staff questionnaire 104
7 Benchmarking at Royal Mail 109
1 Need for change 109
2 The Customer First initiative 110
3 The need for introducing benchmarking 114
4 The Royal Mail benchmarking approach 115
5 The way forward: linking benchmarking to self assessment 117
Acknowledgement 120
Appendix 7.A: Benchmarking performance in key areas
(service provision) 121
Appendix 7.B: Benchmarking performance in key areas
(customer perception) 122
Appendix 7.C: Measuring employee attitudes within
Royal Mail 123
Contents ix
Part Three: Financial Service Sector 125
8 Benchmarking at Leeds Permanent Building Society 127
1 Introduction 127
2 Benchmarking at Leeds Permanent Building Society 127
3 Example of benchmarking application: competitive
bancassurance benchmarking 130
4 Key learnings from competitive bancassurance
benchmarking project 132
5 General issues and future direction 132
Acknowledgement 134
Appendix 8.A 135
9 Benchmarking at Nationwide Building Society 136
1 Introduction 136
2 Strategic rationale for introducing benchmarking 136
3 Application of benchmarking 137
4 General issues 140
Acknowledgement 142
Appendix 9.A 143
Appendix 9.B 144
Appendix 9.C 145
Appendix 9.D 147
Part Four: Electronics/Computer Industry 149
10 Benchmarking at Texas Instruments 151
1 Introduction 151
2 Developing a TQ common approach for Europe 151
3 Determining gaps in performance within TI Europe 152
4 Benchmarking at Texas Instruments Defense System and
Electronic Group (DSEG) 156
5 The TI approach to benchmarking 157
6 TI s experience with benchmarking to date 158
Acknowledgement 161
Appendix 10.A: TI s approach to developing TQC in
Europe 162
Appendix 10.B: Benchmarking policy within TI 163
11 Benchmarking at IBM UK 164
1 The history of quality within IBM 164
2 Strategic rationale for introducing benchmarking 169
3 The IBM benchmarking approach 170
4 Case examples (IBM Havant) 174
x Contents
5 Benefits derived from the practice of benchmarking 179
6 Future challenges of benchmarking 179
Acknowledgements 180
Appendix ll.A: IBM 1992 MDQ assessment categories 181
12 Benchmarking at D2D 182
1 Introduction 182
2 Developing a quality culture within D2D 183
3 The relevance of benchmarking to D2D 188
4 Results driven approach to benchmarking 189
5 Process based approach to benchmarking 193
6 The way forward 198
Acknowledgements 198
References 198
Appendix 12.A: Assessment of benchmarking studies and
their value within D2D 199
Part Five: Telecommunications 205
13 Benchmarking at Northern Telecom Europe 207
1 Introduction 207
2 The Vision 2000 and beyond 207
3 Employee satisfaction 209
4 Customer satisfaction 210
5 Benchmarking customer satisfaction the EFQM initiative 211
6 Towards excellence in CS within Northern Telecom: an
integrated approach 218
7 Way forward for Northern Telecom Europe 221
Acknowledgements 222
Reference 222
Part Six: Chemical Industry 223
14 Benchmarking at BP Chemicals 225
1 Introduction 225
2 Quality at BP Chemicals 225
3 Starting the benchmarking process 227
4 Examples of applications of benchmarking 229
5 The BP experience: triggers and outcomes 233
Acknowledgement 236
Appendix 14.A: Benchmarking plan for site comparisons
and external visits 237
Contents xi
15 Benchmarking at Gulf Oil 242
1 Introduction 242
2 Total quality management at Gulf Oil 242
3 Internal benchmarking through self assessment 244
4 The way forward with benchmarking at Gulf Oil 247
Acknowledgement 247
Appendix 15.A: Savings achieved since the introduction of
WRASP 248
Appendix 15.B: An example of a work simplification
process: re engineering the billing system 249
Appendix 15.C: Terms of reference and responsibilities of
EQA coordinators group 253
Part Seven: Aerospace Industry 255
16 Benchmarking at Westland Helicopters 257
1 Introduction 257
2 Benchmarking experience within Westlands 258
3 Future issues 263
Acknowledgement 265
Appendix 16.A 266
Appendix 16.B 267
Appendix 16.C 270
Appendix 16.D 272
Appendix 16.E 278
17 Benchmarking at Shorts 281
1 Introduction 281
2 Focus 2000 initiative the addition of operational
benchmarking 282
3 An example of benchmarking application 285
4 Key issues 288
5 Conclusion 288
Acknowledgements 289
Part Eight: Automobile Industry 291
18 Benchmarking at Rover Group 293
1 Introduction 293
2 Rover a learning organization 297
3 Rover s approach to benchmarking 302
4 An example of benchmarking application 305
Acknowledgement 312
xii Contents
Appendix 18.A: Benchmarking assessment survey 313
Part Nine: Health Care 315
19 Benchmarking at Bradford Community Health NHS Trust 317
1 Introduction 317
2 The quality strategy 318
3 Getting started 318
4 Directorate based activity 319
5 The relevance of benchmarking at Bradford Community
Health NHS Trust 319
6 Benchmarking clerical workload of district nurses and
health visitors 320
Acknowledgement 320
Appendix 19.A: Benchmarking clerical workload of district
nurses and health visitors 321
20 Benchmarking at Leicester Royal Infirmary NHS Trust 335
1 Introduction 335
2 Benchmarking at Leicester Royal Infirmary 336
3 Benchmarking of outpatient performance 337
4 External benchmarking with Newcastle Victoria Infirmary 340
5 Benchmarking with private sector partners 341
6 Conclusions 347
Acknowledgements 348
Appendix 20.A: Our mission, values and objective 349
21 Benchmarking studies in the NHS from the Audit Commission 350
1 Introduction 350
2 Benchmarking GP prescribing 350
3 Benchmarking water services in the NHS 351
4 Benchmarking day surgery 352
Acknowledgements 356
References 356
Appendix 21. A 357
Appendix 21.B 364
Index 371
|
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| title | Effective benchmarking learning from the best |
| title_auth | Effective benchmarking learning from the best |
| title_exact_search | Effective benchmarking learning from the best |
| title_full | Effective benchmarking learning from the best Mohamed Zairi |
| title_fullStr | Effective benchmarking learning from the best Mohamed Zairi |
| title_full_unstemmed | Effective benchmarking learning from the best Mohamed Zairi |
| title_short | Effective benchmarking |
| title_sort | effective benchmarking learning from the best |
| title_sub | learning from the best |
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