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Chapter 8, Bench Marking

Chapter 8, Bench Marking

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Published by Rameez Ramzan Ali
Customer Focus and Satisfaction
Customer Focus and Satisfaction

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Categories:Types, Business/Law
Published by: Rameez Ramzan Ali on Apr 05, 2010
Copyright:Attribution Non-commercial

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10/20/2014

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Chapter 8Chapter 8
BenchmarkingBenchmarking
 
D
efine the following words:
D
efine the following words:
Adopt
i
o
n
Adopt
i
o
n
 Adoption means using or following Adoption means using or followingsomeone¶s idea or suggestion.someone¶s idea or suggestion.
Ad
a
pt
a
t
i
o
n
Ad
a
pt
a
t
i
o
n
 Adaptation is the process of adapting to fit Adaptation is the process of adapting to fita changed environment or situation.a changed environment or situation.
 
W
hat is Benchmarking?
W
hat is Benchmarking?
Benchmarking is a way to go backstage and watch another Benchmarking is a way to go backstage and watch another company¶s performance from the wings, where all stage tricks andcompany¶s performance from the wings, where all stage tricks andhurried realignments are visible.hurried realignments are visible.
In Joseph Juran¶s 1964 book Managerial Breakthrough, he askedIn Joseph Juran¶s 1964 book Managerial Breakthrough, he askedthe question:the question:
W
hat is that organizations do that gets result so much better than ours?
W
hat is that organizations do that gets result so much better than ours?
The answer to this question opens door toThe answer to this question opens door to
benchmarking benchmarking 
, an approach, an approachthat is accelerating among many firms that have adopted the totalthat is accelerating among many firms that have adopted the totalquality management (TQM) philosophy.quality management (TQM) philosophy.

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