Benchmarking Staff Performance How Staff Departments Can Enhance Their Value to the Customer |
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| Author:
| Fitz-Enz, Jac |
| ISBN: | 978-1-55542-573-9 |
| Publication Date: | Aug 1993 |
| Publisher: | John Wiley & Sons, Incorporated
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| Imprint: | Pfeiffer |
| Book Format: | Hardback |
| List Price: | USD $45.00 |
Book Description:
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This groundbreaking book shows how to apply benchmarking techniques to your organization as a way to measure the added value of staff.
Fitz-Enz shows how to plan and execute a benchmarking project that clearly demonstrates the vital, measurable role staff departments play in contributing to quality, productivity, and service in organizations. And he unveils a unique and powerful tool: a dynamic process for making continuous progress toward quality and service to the customer and,...
More Description
This groundbreaking book shows how to apply benchmarking techniques to your organization as a way to measure the added value of staff.
Fitz-Enz shows how to plan and execute a benchmarking project that clearly demonstrates the vital, measurable role staff departments play in contributing to quality, productivity, and service in organizations. And he unveils a unique and powerful tool: a dynamic process for making continuous progress toward quality and service to the customer and, ultimately, the success of the organization.
A crisp, clear, step-by-step explanation of how to apply benchmarking as a value-adding force in a comprehensive and systematic way.
--Alfonso Gonzalez Montesinos, corporate planning manager, Smurfit Carton y Papel de Mexico
Table of Contents:
1. Supporting the Business Vision: How to Leverage the Hidden Value in Staff Departments
2. Basic Principles for Successful Benchmarking: Avoiding the Activity Trap
3. Performance Measurement: Applying Numbers in Benchmarking
4. Value Planning: Selecting and Launching the Right Project
5. Data Management: Gathering Useful Information
6. Evaluation: Developing Strategies for Closing Critical Performance Gaps
7. Action: Gaining Commitment to Change
8. Managing Large-Scale, Multicompany, and Multinational Benchmarking Projects
9. A National Benchmarking Project: Uncovering the True Source of Best Practice
You'll discover:
- The basic principles for successful benchmarking
- Performance measurement: applying numbers in benchmarking
- How to gather useful information
- How to gain commitment to change
If you don't have a goal, you can't improve an organization. Use Benchmarking Staff Performance and discover not only where your organization is, but also where it needs to go!