The Benchmarking Book

Part 1 A Background to BM; Chapter 1 What is Benchmarking?; Chapter 2 Methods of Benchmarking; Part 2 The Benchmarking Process; The Benchmarking Process: Internal Preparation; Chapter 3 Selecting a Project and Commissioning the Team; Chapter 4 The Team Begins Work: Honing the Project Charter; Chapter 5 Identifying and Selecting Benchmarking Participants; Chapter 6 Metrics and Data; Chapter 7 Normalization: How to Compare Apples with Pears; Chapter 8 How to Identify Benchmarking Metrics; Chapter 9 Reviewing and Finalizing Metrics; Chapter 10 The Importance of Operational Definitions and How to Create Them; Chapter 11 Finalizing the Project Plan and Gaining Management Support; Chapter 12 Inviting and Working with Participants; The Benchmarking Process - Benchmarking Performances; Chapter 13 Effective Acquisition of Complete Accurate Data; Chapter 14 Turning Data into Recommendations: Data Analysis; Chapter 15 Finalizing the Report and Other Deliverables; The Benchmarking Process-Improving performance; Chapter 16 From Report to Improvement: Preparing for Improvement; Chapter 17 Beyond the Numbers: Gathering Information From Participants; Chapter 18 Implementation Considerations; Chapter 19 Copying Without Understanding: a Risk Too Far, Hall Gordon; Part III Managerial and Organizational Aspects of Benchmarking; Chapter 20 Management Roles and Responsibilities; Chapter 21 An Introduction to Legal Issues and Working with Consultants; Part IV Case Studies; Chapter 22 Benchmarking IT at Citigroup, Caleb Masland; Chapter 23 The Drilling Performance Review - The Evolution of a Benchmarking Club, Stapenhurst Pat; Chapter 24 Benchmarking Local Government Services, Carroll Paul; Chapter 25 The Best Practice Club, Wilkinson Director Ray;