...................................

2005/

) (

: :

)(Ericsson

.
" : -Benchmarking, BMKG- :
.1 :
) ( Benchmarkhng BMKG .
Benchmarks- "

Reference Points- " " & (Harrington

).Harrington, 1996: 29

* / / / .

- -

...................................

2005/

" " & (Noori

) .Radford, 1995: 88 .

) ( ) ( )(
.
) (
.(Wesner et al., 1995: 179) .Best-in-clas-

" * -Stakeholder-
) .(McNair & Liebfried, 1992: 25 "
")(Wesner et al.,1995:69

What How- Why- (Finnigan, 1996:) .14

.

.
,
" ) (Hradesky, 1995: 645

.
.
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) (Harrington & Harrington, 1996: 15 "

" ) (Druker, 1999: 59

: . . : . "
"Emulating the Best of the Best-

(Hradesky, 1995:

) .645 " (Payne, 1995: 223) Striving to Be Best of

" Stock holders-

".(Lubatkin & Chatterjee, 1994: 111) .

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...................................

2005/

the Best- *

." "

") "( " ")

. :
.

. .

. .

) (Russel & Taylor, 1995: 215

.

. Xerox-

-Xerox- "
" ) .(Ross, 1995: 236

.(Harrington & Harrington, 1996: 5) :

(Bharaddwaj et al., 1993: 83; Payne, 1995: 7; Sirgy, 1996: .

) 256 . " )( )(
) ( ) "( ) ( ) (.(Kotler, 1997: 430) .

- -

...................................

2005/

. .

. .
. .
. .
. .
- :
.
.
. Competitive

Position .

.

).(Goetsch & Davis, 1997: 434

- -

...................................

2005/

-

- -

- . - . .

-.

- .

.
- .

:
-.

- .

Source:
Hradesky, John L. (1995). Total Quality Management Handbook. McGraw-Hill, New
York: 647.

-
.

.

.
.

- -

2005/

...................................

:
-

:
-

.- .

:
-

:
-

:
-

Source: Hradesky, John L.(1995). Total Quality Management Handbook.

McGraw-Hill, New York: 648.
-

- -

2005/

...................................

- .

Source: Harrington, H.James & Harrington, James S. (1996). High

Performance Benchmarking: 20 Steps to Success. McGraw-Hill, New York: 28.

:
.

. .
.
.

. (Shafer & Meredith, 1998: 89) :
.

. .

. .

- -

...................................

2005/

.
.
Winners - .Survivors
Losers- .-

.

-Word Class-

-Country Class-

-Slipping-

-Troubled-

-
Source: Harrington, H.James & Harrington, James S.(1996). High Performance
Benchmarking: 20 Steps to Success. McGraw-Hill, New York: 8.

- -

...................................

2005/

) (%
) (% .

. :

-
. -
Preparation -Execution- .-Post execution-

.

.
.
:

.-

. Best-In-Class- Best-In-the-Industry- .

. -Zero Gap- . .

.

.

- -

...................................

2005/

. .

. .
. .

. .

. .
. .
. .

. -

. .
. .

. .

. .

-
Source: Goetsch, David L. & Davis, Stanley B. (1997). Introduction to Total Quality:
Quality Management for Production, Processing & Services (2nd ed.). Prentice-Hall,
USA:444.

- -

...................................

2005/

.-Common Protocols American based Productivity & Quality Center (Slack et al., 1998: 685) :
. . .
.
- .

- .

. . . :

(McNair & Leibfried, 1992:26-32; Aquilano et al., 1995: 51; Huxtable,

;1995: 120; Asher, 1996:16-17; Evans, 1997:448; Nahmias, 1997: 702
Shafer & Meredith, 1998: 88-89; Slack et al., 1998:681, 683-684).
.

-Internal Benchmarking- -External

:Benchmarking-

.
.

. -Competitive Benchmarking-
:Non-Competitive Benchmarking-

"

- -

...................................

2005/

(Slack et al., 1998: 683) Performance Benchmarking

Reverse Engineering

"" : (Nahmias, 1997: 702) Product Benchmarking-

Strategic Benchmarking-

(Ross, 1995: 240-242; Evans, 1997: 448; Nahmias, 1997: 702) .

" -

(Slack et al. 1998: 683) " Practices Benchmarking

Process

(Evans, 1997: 448) " Benchmarking . "

(Aqualino et al., 1995: 36) "Functional Benchmarking-

. " Generic Benchmarking-

) (Harrington & Harrington, 1996: 36

.-Best-in-Class Benchmarking

- -

...................................

2005/

: :
.:

.:

"

"
.

.:

.:
:

" ".

- -

...................................

2005/

. :
. "

).(Thompson 1993: 729

:

:Vision- " -Orientation Point-

" .(Hans & Popp, 1992: 24) . "

Desired Future State- Aspiration" (Johnson

) & Scholes, 1997: 13

. " " )(Porter, 1987: 28
(Porter, 1996: 61) .-The Heart of Strategy-

. :Mission- .
.

" )( )( & (Pitts

.
) Lei, 1996: 9

)
Strategic Intent
( ) ( (Miller & Goals & Objectives

) .Dess, 1996:5

) ( " "

) (Johnson & Scholes, 1997: 225) (Hamel & Prahald

.

- -

...................................

2005/

. :
(Buffa, 1993: 103; Evans, 1993: 161; Stonebraker & Leong, 1994:

) .483
:

____________________________

;(Lubatkin &Chatterjee, 1994: 123

)Change, 1995: 394

. :
:

______________________

)(Cavusgil & Zou, 1994: 4

. : "
"

Peter & Waterman

) (Chakravarthy,1986: 444 :

________________________________________

)(Weston & Brigham, 1982: 88; Brealey & Myers, 1996: (112 :1992
684; Weston et al., 1996: 105).

.:

- -

...................................

2005/

.
.

.(Wesner et al., 1995: 181) .

" .
" ).(Noori & Radford, 1995: 89

" . " ) (Huxtable, 1995: 121

Ericsson

) (
) (- .

-Ericsson- )

( . .

) ( ) (.(Ericsson: The Way Forward, 1996: 14) .

) (Lars Magnus ) ( .

) .(

.(Ericsson: Corporate Presentation, 1996: 4) .-Cellular-

) (% (Ericsson: -Mobile-Annual Report,

)1996: 2

- -

...................................

2005/

: :
. :
-Ericsson-

" "

. -Ericsson- " :
"(Ericsson: Corporate Presentation, .

) .1996:5 Customer Oriented-

.
-Ericsson

-Ericsson-

" Professionalism- Respect- (Ericsson: Perseverance-

) .Corporate Presentation, 1996: 9 .

.

) ( .

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. :
) (

)(

. -

-Ericsson

. -Siemens

) (%,

) (Siemens: Investor Handbook, 1996: 15) (-

) (%, Ericsson- .

)(

-Ericsson-

: :

.- Ericsson: Corporate Presentation, 1996: 40.

- -

...................................

2005/

) ( ) (
) ((Ericsson: The Way Forward, 1996: 14) .

. Joint Ventures-
Novell, Microsoft, IBM

.(Ericsson: Corporate Presentation, 1996: 8) .

. :

.

-Ericsson-
.
) ( ) (% %

) ( .-
) (%
.

.

)(
)(

-Ericsson

: :
.- Ericsson: Annual Report, 1996: 3.
*

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-Ericsson-
) (% %
) .(
) ( ) (% %
.

)(

-Ericsson- )(

Source:
Ericsson: Corporate Presentation, 1996: 18.
- Ericsson: Annual Report, 1996: 3.

-Ericsson- . ) (
-Ericsson- ) .(

.-Ericsson-

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2005/

)(
-Ericsson- )(

Source: -Ericsson: Corporate Presentation, 1996: 19.

. :

.
) (
) (
)%
(%, ) (%, ).(

- -

...................................

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: :
-

: .
Ericsson: Annual Report, 1996: 40, 42.

) () (

.

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-Ericsson-

.
" . ) ( ) (
) (Weston et al., 1996: 105) "(MARKET/Book M/B

).(

- -

...................................

2005/

: :-Ericsson-
) (Lars Ramqvist

(Ericsson: Annual Report, 1996: 2-6) :

.
) (
.
.

.
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) (

)( .
.
. Total Quality Management, TQM-
-Ericsson-
ISO

9001 ) ( ) ( ).(
. :
.

.

) (
ISO 14001-
.

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...................................

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: :

) ( " -Ericsson-

) (

.
) ( :

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...................................

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) (Win-Win .

. .

. .

. .

. .

. .

. Hardware-
.Software-

-Ericsson-

.
.

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...................................

2005/

::
.

.
.
.

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.

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.

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...................................

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::
.
.

.
.

.

.

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.

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...................................

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.
.
.

.
.

.
.

************************
***************

- -

2005/

...................................

: ." " . .
.(-)
2.
3.
4.
5.

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