Class Twenty Eight Notes

Class Twenty Eight Notes - Page 1 of 8 Class Twenty Eight...

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Page 1 of 8 1 Swift, JA (1995) Introduction to Statistical Quality Control . Delray Beach, FL: St. Lucie Press, pp. 279- 297, has a chapter on bench marking and I draw heavily on her material in my discussion. The book is out of print or it would be a required text. Rev. April 24, 2009 (10:46pm) J:\SWT\HA4315\Class notes\Fall 2007 version\C_28Fall2007.wpd Class 28 Reduce, reuse, restore, recycle HA 4315 I. Class objectives A. Benchmarking B. Story boards C. Course evaluation and review for the final. II. Benchmarking 1 A. Definition Bench marking, according to quality improvement gurus, is the continuous process of measuring products, services, and practices against industry leaders. A key point is that both the processes which lead to the services and products can be compared, not just the end results. Likewise, the evaluation is continuous, in the sense that samples for a control chart are taken with enough frequency to plot the lines meaningfully. B. Bench marking process Here is a ten step process to accomplish bench marking. Identify what you want to bench mark. Identify the organization that does the best job at that function and collect information about how they do it. This may not be easy to get, as some organizations will consider their processes trade secrets. Compare their processes to your processes, along with comparing management approaches and finding out what the key measures are which define success for the process. Project the performance of the benchmarked company out for five years and then set that performance or better as your own goals. Five years is a reasonable time frame, because it will take so long to accomplish some of the needed changes. Communicate bench mark findings to build understanding and enthusiasm for the new goals. Develop action plans for each objective
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Page 2 of 8 Rev. April 24, 2009 (10:46pm) J:\SWT\HA4315\Class notes\Fall 2007 version\C_28Fall2007.wpd Class 28 Reduce, reuse, restore, recycle Implement action plans and monitor progress. Use the management function cycle to make changes as needed in the plans, the organization, the staffing, the directing, and the control processes. Recalibrate bench marks to make sure they are up to date Like most things in management, thinking it up is easy. None of the concepts are ever difficult. What is difficult is making it happen over time. C. Special considerations 1. Performance indicators Organizations have a variety of measures of performance. Many of these are financial and most are internal. These would include return on investment and the like. Many market- oriented measures are available as well, although the information is not as easy to get for your specific market. Of these measures the best known is market share. A lot of indicators can work in bench marking.
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This note was uploaded on 03/30/2011 for the course HA 4315 taught by Professor N/a during the Spring '11 term at Texas State.

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Class Twenty Eight Notes - Page 1 of 8 Class Twenty Eight...

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