Author | Stapenhurst, Tim |
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Title | The benchmarking book : a how-to-guide to best practice for managers and practitioners / Tim Stapenhurst |
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Imprint |
Oxford : Butterworth-Heinemann, c2009 |
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Edition |
1st ed |
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Descript |
xli, 454 p. : ill. ; 24 cm |
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CONTENT
What is Benchmarking -- Methods of Benchmarking -- The Benchmarking process: internal preparation -- Selecting a project and commissioning the team -- The team begins work: begins work: honing the project charter -- Identifying and selecting benchmarking participants -- Metrics and data -- Normalization: how to compare apples with pears -- How to identify benchmarking metrics -- Reviewing and finalizing metrics -- The importance of operational definitions and how to create them -- Finalizing the project plan and gaining management support -- Inviting and working with participants -- The benchmarking process-Benchmarking performances -- Turning data into recommendations: data analysis -- Finalizing the report and other deliverables -- The Benchmarking process-improving performance -- From report to improvement: preparing for improvement -- Beyond the numbers: Gathering information from participants -- Implementation considerations -- Copying without understanding: a risk too far -- Managerial and organizational aspects of Benchmarking -- Management roles and responsibilities -- An introduction to legal issues and working with consultants -- Case studies -- Benchmarking IT at citigroup -- The drilling performance review-the evolution of a Benchmarking club -- Benchmarking local government services -- The best practice club
SUBJECT
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Total quality management
LOCATION | CALL# | STATUS |
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Chula Business School Library | 658.4013 S793B 2009 |
CHECK SHELVES
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Central Library (4th Floor) | 658.4013 S793B |
CHECK SHELVES
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