Benchmarking is a revolutionary process that has been launched by many organizations, but it can quickly turn from a great idea to a great burden. Spendolini, one of the original benchmarking proponents at Xerox, simplifies the whole process and presents a distillation of how the best benchmarking programs in the U.S. are run. This synthesis of "lessons learned" provides a solid, practical platform from which to launch an effective benchmarking program.
Preface
Acknowledgements
Part I : Benchmarking Basics
Chapter 1 : The Benchmarking Concept
Chapter 2 : The Benchmarking Process
Part II : The Five Stages of Benchmarking
Chapter 3 : Stage 1 : Determining What to Benchmark
Chapter 4 : Stage 2 : Forming a Benchmarking Team
Chapter 5 : Stage 3 : Identifying Benchmark Partners
Chapter 6 : Stage 4 : Collecting and Analyzing
Chapter 7 : Stage 5 : Taking Action
Part III : Recommendations From Best-Practices Benchmarkes
Chapter 8 : Ethical and Legal Issues
Chapter 9 : Keys to Benchmarking Success
Index
