The Benchmarking Book : A How-to Guide to Best Practice for Managers and Practitioners, Tim Stapenhurst, 0750689056, 9780750689052

With growing demands for increased operational efficiency and process improvement in organizations of all sizes, more and more companies are turning to benchmarking as a means of setting goals and measuring performance against the products, services and practices of other organizations that are recognized as leaders.

The Benchmarking Book is an indispensable guide to process improvement through benchmarking, providing managers, practitioners and consultants with all the information needed to carry out effective benchmarking studies.

Covering everything from essential theory to important considerations such as project management and legal issues, The Benchmarking Book is the ideal step-by-step guide to assessing and improving your company's processes and performance through benchmarking.

Focused on best practice across different industries, it offers :

• Real-life case studies from a range of businesses to illustrate benchmarking in practice
• All the necessary background, definitions, planning considerations and project management tactics
• Crucial guidance on how to analyze data, avoid pitfalls and structure reports to achieve the best results

List of Figures
List of Case Studies and Examples
Preface
Acknowledgements
Introduction

Part 1 : A Background to BM
Chapter 1 : What is Benchmarking
Chapter 2 : Methods of Benchmarking

Part 2 : The Benchmarking Process
Introduction and Process Overview

Phase 1 : The Benchmarking Process : Internal Preparation
Chapter 3 : Selecting a Project and Commissioning the Team
Chapter 4 : The Team Begins Work : Honing the Project Charter
Chapter 5 : Identifying and Selecting Benchmarking Participants
Chapter 6 : Metrics and Data
Chapter 7 : Normalization : How to Compare Apples with Pears
Chapter 8 : How to Identify Benchmarking Metrics
Chapter 9 : Reviewing and Finalizing Metrics
Chapter 10 : The Importance of Operational Definitions and How to Create Them
Chapter 11 : Finalizing the Project Plan and Gaining Management Support
Chapter 12 : Inviting and Working with Participants

Phase 2. : The Benchmarking Process – Benchmarking Performances
Chapter 13 : Effective Acquisition of Complete Accurate Data
Chapter 14 : Turning Data into Recommendations : Data Analysis
Chapter 15 : Finalizing the Report and Other Deliverables

Phase 3. : The Benchmarking Process—Improving Performance
Chapter 16 : From Report to Improvement : Preparing for Improvement
Chapter 17 : Beyond the Numbers : Gathering Information from Participants
Chapter 18 : Implementation Considerations
Chapter 19 : Copying without Understanding : A Risk Too Far

Part 3 : Managerial and Organizational Aspects of Benchmarking
Introduction

Chapter 20 : Management Roles and Responsibilities
Chapter 21 : An Introduction to Legal Issues and Working with Consultants

Part 4 : Case Studies
Introduction

Chapter 22 : Benchmarking IT at Citigroup
Chapter 23 : The Drilling Performance Review – The Evolution of a Benchmarking Club
Chapter 24 : Benchmarking Local Government Services
Chapter 25 : The Best Practice Club

Bibliography
Appendix A1 : Data Analysis and Presentation Tools
Appendix A2 : Querying the Quartile
Glossary
Index

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