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Global Cases in Benchmarking

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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 ...
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Overview

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.

Part 2: Manufacturing Sector–case studies include: Crude Oil Analysis and Process Improvement at Chevron, Delivery Process of Casing for Oil Wells at StatOil, Delivering Information at Allied Domecq Spirits & Wine LTD, The Experience of 3M Italy, Best Practice in the Building Products Sector of Fletcher Challenge, Procurement at NIIT, Internal Benchmarking Study of Continuous Miner Operations within Ingwe Coal Corporation.

Part 3: Service Sector–case studies include: Applying Benchmarking at Pacific Bell, Internal Benchmarking at Boots the Chemist, IBM Italy's Procurement Process, Tradenz Best Practice Study, Best Practices of the Housing Development Finance Corporation, Improving Profitability of Canadian Book Publishers.

Part 4: Nonprofit Sector–Improving the Outcomes of Cardiac Surgery, Benchmarking On-the-Job Training, Emergence of Benchmarking in Japan, The Benchmarking Group in Brazil.

Part 5: Government Sector–Best Practices in Resolving Customer Complaints, U.S. Air Force and Sverdrup Technologies Partnered for Change, The Post Office, National Australian Local Government Project, Water Supply and Sewerage, Culture Change at Australia Post.

Part 6: Education Sector–Enrollment at Babson College, Collaborative Benchmarking in Higher Education, Law Research Supervision at Queensland University.

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Editorial Reviews

Booknews
Collects 27 case studies of benchmarking from the manufacturing, service, nonprofit, government, and education sectors. The studies cover companies and governments in the Americas, Europe, Asia, the Pacific, and Africa, among them: Chevron, Pacific Bell, the New Zealand Trade Development Board, the Northern New England Cardiovascular Study Group, the Australian Post Office, and Queensland University of Technology. Annotation c. by Book News, Inc., Portland, Or.
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Product Details

  • ISBN-13: 9780873893886
  • Publisher: ASQ Quality Press
  • Publication date: 2/11/1998
  • Pages: 640
  • Product dimensions: 7.10 (w) x 10.10 (h) x 1.80 (d)

Table of Contents

Getting the Most from this Book
Acknowledgments
Pt. 1 Editor's Analysis of Case Studies 1
Pt. 2 Manufacturing Sector 5
Ch. 1 Crude Oil Analysis and Process Improvement at Chevron 13
Ch. 2 Benchmarking the Delivery Process of Casing for Oil Wells at StatOil 29
Ch. 3 Delivering Information at Allied Domecq Spirits & Wine Ltd 43
Ch. 4 General Ledger and Consolidation Processes: The Experience of 3M Italy 57
Ch. 5 A Journey Without End: Best Practice in the Building Products Sector of Fletcher Challenge 85
Ch. 6 Hardware Procurement at NIIT 101
Ch. 7 An Internal Benchmarking Study of Continuous Miner Operations Within Ingwe Coal Corporation 121
Pt. 3 Service Sector 179
Ch. 8 Applying Benchmarking at Pacific Bell: Skills, Tools, and Techniques 187
Ch. 9 Internal Benchmarking at Boots The Chemists 203
Ch. 10 Application of Benchmarking Techniques for Business Process Reengineering: IBM Italy's Procurement Process Reengineering Model 219
Ch. 11 Expanding Benchmarking to Include an Entire Industry: Tradenz Best Practice Study 239
Ch. 12 Benchmarking Improvement and Change: How Quality Award Winners Do It 257
Ch. 13 Redefining Service Frontiers: Lessons From the Best Practices of the Housing Development Finance Corporation 271
Ch. 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 285
Pt. 4 Nonprofit Sector 335
Ch. 15 Improving the Outcomes of Cardiac Surgery: A Benchmarking Study by the Northern New England Cardiovascular Disease Study Group 341
Ch. 16 Benchmarking On-the-job Training 357
Ch. 17 Emergence of Benchmarking in Japan 371
Ch. 18 The Benchmarking Group in Brazil 385
Pt. 5 Government Sector 405
Ch. 19 Serving the American Public: Best Practices in Resolving Customer Complaints 413
Ch. 20 Utilizing Benchmarking to Build Customer-Supplier Relationships: How the U.S. Air Force and Sverdrup Technologies Partnered for Change 447
Ch. 21 Benchmarking for a First-class Supply Chain: The Post Office 453
Ch. 22 National Australian Local Government Benchmarking Project 473
Ch. 23 Syndicate Benchmarking: Water Supply and Sewerage 499
Ch. 24 Benchmarking Culture Change at Australia Post 513
Pt. 6 Education Sector 543
Ch. 25 Enrollment Management at Babson College 549
Ch. 26 Collaborative Benchmarking in Higher Education 577
Ch. 27 Law Research Supervision at Queensland University Technology 591
App. A: Case Study Sources 619
App. B: Case Study Outline 627
Index 629
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