Benchmarking—Evaluation & Research

Table of contents

1. Copyright
2. Achieving World-Class Performance
   1. Defining Benchmarking
   2. Benefits of Benchmarking
      1. Meeting Customer Requirements
      2. Setting Relevant, Achievable Goals
      3. Developing Measures of Productivity
      4. Becoming Competitive
      5. Adopting Industry-Best Practices
   3. Types of Benchmarking
      1. Competitive Benchmarking
      2. Cooperative Benchmarking
      3. Collaborative Benchmarking
   4. The Benchmarking Process
   5. Benchmarking Training
      1. What's Different When Benchmarking Training
      2. What to Measure
      3. Mixed Comparisons
      4. Missing Standards
      5. Resistance to Benchmarking Training
   6. Benchmarking Performance
   7. Identifying Benchmarking Partners
      1. Fine Tuning the Process
      2. Pitfalls and Pointers
         1. Who Am I? Why Am I Here?
         2. The Whole Enchilada
         3. Been There—Done That
         4. Benchmarking by Proxy
         5. Blindfolded Bosses
         6. Data Dependence
         7. Big to Small or Small to Big
         8. See No Evil
         9. Apples and Oranges
         10. Legal Liabilities
         11. One-Sided Conversation
      3. The Net Worth
   8. A Maturing Practice
3. References & Resources
   1. Articles
   2. Books
   3. Info-lines
4. Job Aid
   1. A Model for the Benchmarking Process
      1. Planning
      2. Do
      3. Study
      4. Act