Business process benchmarking : finding and implementing best practices /
by Camp, Robert C.
Material type:
BookPublisher: Milwaukee, Wis. : ASQC Quality Press, c1995Description: xxi, 464 p. : ill. ; 24 cm.ISBN: 0873892968.Subject(s): Benchmarking (Management)| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
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Dhaka University Library General Stacks | Non Fiction | 658.562 CAB (Browse shelf) | Available | 401130 |
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| 658.562 BHU The ultimate Six Sigma : | 658.562 BHU The ultimate Six Sigma : | 658.562 BOP Process management to quality improvement : | 658.562 CAB Business process benchmarking : | 658.562 CAF Full-cycle corrective action : | 658.562 COM Management by policy : | 658.562 CRL Let's Talk Quality / |
Includes bibliographical references (p. 407-422) and index.
Sect. 1. The Process. Ch. 1. Benchmarking Update. Ch. 2. What to Benchmark. Ch. 3. Whom to Benchmark. Ch. 4. Data Collection. Ch. 5. Analyze the Performance Gap -- Sect. 2. The Leadership and Management of Benchmarking. Ch. 6. Benchmarking Leadership and Management Process. Ch. 7. Training. Ch. 8. Managers' Resource Guide. Ch. 9. The Future of Benchmarking -- Sect. 3. The Case Studies. Ch. 10. Materials Only Differentiated Service at AT&T. Ch. 11. Housekeeping System Cycle Time Reduction at The Ritz-Carlton Hotel Company. Ch. 12. Coolant Management at Texas Instruments. Ch. 13. Supply Chain Management at Xerox Corporation. Ch. 14. Employee Recognition Programs at Westinghouse Savannah River Company. Ch. 15. Benchmarking the Customer Satisfaction Management Process at IBM-Rochester -- Appendix A: Benchmarking Bibliography -- Appendix B: The Best-of-the-Best Companies -- Appendix C: Benchmarking Case Histories -- Appendix D: How to Find Information.
Appendix E: Process Classification Scheme -- Appendix F: Process Inspection Checklist -- Appendix G: Roles and Responsibilities.
Building upon material from his previous runaway best-seller, Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance, Camp provides a new focus on the leadership and management aspects of benchmarking. This new companion text includes several new case histories, and revisits the first four steps of Xerox Corporation's acclaimed ten-step benchmarking process.
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