附註:Includes bibliographical references (pages 73-74).
TITLE -- COPYRIGHT -- PREFACE -- ABOUT THE AUTHOR -- ACKNOWLEDGMENTS -- CONTENTS -- INTRODUCTION -- SECTION I Benchmarking: What About It? -- OBJECTIVES -- WHAT IS BENCHMARKING? -- Understanding Benchmarking: The First Steps -- THE ORIGINS OF BENCHMARKING -- WHY USE BENCHMARKING? -- DEFINE YOUR BENCHMARKING OBJECTIVES -- Xerox: A Case in Point -- Xerox Benchmarking Partners -- OTHER SUCCESSFUL BENCHMARKERS -- STATOIL: SUCCESSFUL BENCHMARKING IN EUROPE -- A European Benchmarking Success Story -- An Historical Example
CASE STUDY: A Creative SolutionSECTION II Why Benchmarking? -- WHAT ARE THE BENEFITS TO BENCHMARKING? -- OBJECTIONS TO BENCHMARKING -- Should You Benchmark? -- Convincing Your Boss -- SECTION III Types of Benchmarking -- SIX TYPES OF BENCHMARKING -- Convincing Your Competitor -- DECIDING WHAT KIND IS BEST FOR YOU -- Internal Benchmarking -- Competitive Benchmarking -- Collaborative Benchmarking -- Shadow Benchmarking -- Functional Benchmarking -- World-Class Benchmarking -- Applying Benchmarking -- GOING IT ALONE OR USING A CONSULTANT
BENCHMARKING FOR INDIVIDUALSImportant Questions to Ask -- BENCHMARKING FOR SERVICE ORGANIZATIONS -- SECTION IV Ready, Set, Go! -- BEFORE YOU START TO BENCHMARK -- Are You Ready to Benchmark? -- What You Should Benchmark -- Business Process Rankings -- Benchmarking Trends -- LEARNING TO BENCHMARK: THE PDCA CYCLE -- BENCHMARKING WITH THE PDCA CYCLE -- EXERCISE: Benchmarking Partner Criteria Matrix -- BENCHMARKING ACTION PLAN CHECKLIST -- PDCA Benchmarking Step-by-Step -- THE ETHICS OF BENCHMARKING -- SOLUTIONS TO COMMON BENCHMARKING MISTAKES
Mistake 1: Lack of LeadershipMistake 2: Picking the Wrong People for Your Benchmarking Team -- Mistake 3: Failing to Consider Strategic Long-Term Objectives -- Mistake 4: Too Many People on the Team -- Mistake 5: Teams Taking on Too Much -- Mistake 6: Leadership Underestimates Time Commitments -- Mistake 7: Picking the Wrong Benchmarking Partners -- Mistake 8: Assuming Every Project Needs a Site Visit -- Mistake 9: Management Failing to Inspect Benchmarking Results -- Mistake 10: Failing to Identify Targets in Advance -- Mistake 11: Collecting Too Much Data
Mistake 12: Focusing on Numerical Targets Rather Than the ProcessBENCHMARKING QUICK CHECK -- BENCHMARKING REVIEW -- IN CONCLUSION -- SECTION V Appendix -- QUALITY AND BENCHMARKING REFERENCES -- World Wide Web (WWW) Pages of Interest -- Usenet Groups of Interest -- THE MALCOLM BALDRIGE NATIONAL QUALITY AWARD CRITERIA -- THE MALCOLM BALDRIGE NATIONAL QUALITY AWARD CRITERIA -- The Four Elements -- 1995 BALDRIGE AWARD EXAMINATION CRITERIA�ITEM LISTING
