List of Figures
Foreword
Preface
Acknowledgments
Section 1 : The Process
Chapter 1. : Benchmarking Update
Chapter 2. : What to Benchmark
Chapter 3. : Whom to Benchmark
Chapter 4. : Data Collection
Chapter 5. : Analyze The Performance Gap
Section 2 : The Leadership and Management of Benchmarking
Chapter 6. : Benchmarking Leadership and Management Process
Chapter 7. : Training
Chapter 8. : Managers’ Resource Guide
Chapter 9. : The Future of Benchmarking
Section 3 : The Case Studies
Chapter 10. : Materials Only Differentiated Service at AT & T
Chapter 11. : Housekeeping System Cycle Time Reduction at The Ritz-Carlton Hotel Company
Chapter 12. : Coolant Management at Texas Instruments
Chapter 13. : Supply Chain Management at Xerox Corporation
Chapter 14. : Employee Recognition Programs at Westinghouse Savannah River Company
Chapter 15. : Benchmarking The Customer Satisfaction Management Process at IBM-Rochester
Appendix A : Benchmarking Bibliography
Appendix B : The Best-of-the-Best Companies
Appendix C : How to Find Information
Appendix D : How to Find Information
Appendix E : Process Classification Scheme
Appendix F : Process Inspection Checklist
Appendix G : Roles and Responsibilities
Index
