02288cam a2200265 a 4500 511112 BD-DhUL 20161221191152.0 940818s1995 wiua b 001 0 eng 94034028 0873892968 acid-free, recycled paper 511112 TOC eng TOC TOC BD-DhUL 658.562 20 CAB Camp, Robert C., 1935- Business process benchmarking : finding and implementing best practices / Robert C. Camp. Milwaukee, Wis. : ASQC Quality Press, c1995. xxi, 464 p. : ill. ; 24 cm. Includes bibliographical references (p. 407-422) and index. Sect. 1. The Process. Ch. 1. Benchmarking Update. Ch. 2. What to Benchmark. Ch. 3. Whom to Benchmark. Ch. 4. Data Collection. Ch. 5. Analyze the Performance Gap -- Sect. 2. The Leadership and Management of Benchmarking. Ch. 6. Benchmarking Leadership and Management Process. Ch. 7. Training. Ch. 8. Managers' Resource Guide. Ch. 9. The Future of Benchmarking -- Sect. 3. The Case Studies. Ch. 10. Materials Only Differentiated Service at AT&T. Ch. 11. Housekeeping System Cycle Time Reduction at The Ritz-Carlton Hotel Company. Ch. 12. Coolant Management at Texas Instruments. Ch. 13. Supply Chain Management at Xerox Corporation. Ch. 14. Employee Recognition Programs at Westinghouse Savannah River Company. Ch. 15. Benchmarking the Customer Satisfaction Management Process at IBM-Rochester -- Appendix A: Benchmarking Bibliography -- Appendix B: The Best-of-the-Best Companies -- Appendix C: Benchmarking Case Histories -- Appendix D: How to Find Information. Appendix E: Process Classification Scheme -- Appendix F: Process Inspection Checklist -- Appendix G: Roles and Responsibilities. Building upon material from his previous runaway best-seller, Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance, Camp provides a new focus on the leadership and management aspects of benchmarking. This new companion text includes several new case histories, and revisits the first four steps of Xerox Corporation's acclaimed ten-step benchmarking process. Benchmarking (Management) ddc BK 140433 140433 0 0 ddc 0 658_562000000000000_CAB 0 NFIC 264980 DUL DUL GEN 2016-12-21 Gift 658.562 CAB 401130 2016-12-21 2016-12-21 BK