Synopsis
Benchmarking, the process of identifying, understanding and adapting outstanding business practices, is rapidly proving itself to be an essential management tool. Whether it is being used as part of a formal quality management system, a convenient measure of business performance or as a well-structured means to improving competitiveness, benchmarking now affects many departments in a broad variety of companies. The tThis step-by-step guide to implementing a benchmarking system within an organization explains in details the practicalities of benchmarking and assesses the value of and differences between the four main types of benchmarking: internal benchmarking; competitive benchmarking; non-competitive benchmarking; and best practice/world class benchmarking. It includes detailed cases examples of benchmarking in practice and an action checklist that managers can apply to their own organizations.
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About the Author
Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists. She is the author of The Essential Guide to Employee Engagement, Change Management Excellence, Customer Care Excellence and Practical Benchmarking, all published by Kogan Page.
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Practical Benchmarking: A Manager's Guide To Creating Competitive Advantage
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Kogan Page Ltd 30.09.1997, 1997
ISBN 10: 0749422270
ISBN 13: 9780749422271
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