Global Cases in Benchmarking: Best Practices from Organizations Around the World

Until now, most benchmarking case studies concentrated on United States manufacturing. Camp has assembled a balanced book of case studies from around the world representing manufacturing, service, nonprofit, government, and education in the U. S., Europe, Asia Pacific, Africa, and North and South America. This outstanding compilation of case studies profiling the economic sector and geographic lessons will be a rich resource of contrast and learning for anyone involved with benchmarking

Getting the Most from This Book
Acknowledgments

Part 1 : Editor’s Analysis of Case Studies
Part 2 : Manufacturing Sector
Chapter 1 : Crude Oil Analysis and Process Improvement at Chevron
Chapter 2 : Benchmarking The Delivery Process of Casing for Oil Wells at StatOil
Chapter 3 : Delivering Information at Allied Domecq Spirits & Wine Ltd.
Chapter 4 : General Ledger and Consolidation Processes: The Experience of 3M Italy
Chapter 5 : A Journey Without End: Best Practice in The Building Products Sector of Fletcher Challenge
Chapter 6 : Hardware Procurement at NIIT
Chapter 7 : An Internal Benchmarking Study of Continuous Miner Operations Within Ingwe Coal Corporation

Part 3 : Service Sector
Chapter 8 : Applying Benchmarking at Pacific Bell: Skills, Tools, and Techniques
Chapter 9 : Internal Benchmarking at Boots the Chemist
Chapter 10 : Application of Benchmarking Techniques for Business Process Reengineering: IBM Italy’s Procurement Process Reengineering Model
Chapter 11 : Expanding Benchmarking to Include an Entire Industry: Tradenz Best Practice Study
Chapter 12 : Benchmarking Improvement and Change: How Quality Award Winners Do It
Chapter 13 : Redefining Service Frontiers: Lessons From the Best Practices of the Housing Development Finance Corporation
Chapter 14 : Improving the Profitability of Canadian Book Publishers: An Example of the Application of Performance Measurement and Benchmarking at Both the Firm and Sector Level

Part 4 : Nonprofit Sector
Chapter 15 : Improving the Outcomes of Cardiac Surgery: A Benchmarking Study by the Northern New England Cardiovascular Disease Study Group
Chapter 16 : Benchmarking On-the –Job Training
Chapter 17 : Emergence of Benchmarking in Japan
Chapter 18 : The Benchmarking Group in Brazil

Part 5 : Government Sector
Chapter 19 : Serving the American Public: Best Practices in Resolving Customer Complaints
Chapter 20 : Utilizing Benchmarking to Build Customer-Supplier Relationships: How the U.S. Air Force and Sverdrup Technologies Partnered for Change
Chapter 21 : Benchmarking for a First-Class Supply Chain: The Post Office
Chapter 22 : National Australian Local Government Benchmarking Project
Chapter 23 : Syndicate Benchmarking: Water Supply and Sewerage
Chapter 24 : Benchmarking Culture Change at Australia Post

Part 6 : Education Sector
Chapter 25 : Enrollment Management at Babson College
Chapter 26 : Collaborative Benchmarking in Higher Education
Chapter 27 : Law Research Supervision at Queensland University Technology

Appendix A
Appendix B
Index

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