Page 127 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management Neha Tikoo, Lovely Professional University

Notes Unit 9: Benchmarking

CONTENTS
Objectives

Introduction
9.1 Definition of Benchmarking
9.2 Levels of Benchmarking

9.2.1 Strategic Benchmarking
9.2.2 Operational Benchmarking
9.3 Types of Benchmarking
9.4 Benefits and Reasons of Benchmarking

9.4.1 Reasons for Benchmarking
9.5 Process of Benchmarking

9.5.1 Xerox Twelve-step Process
9.5.2 Motorola’s Five-step Process
9.6 Cost of Benchmarking
9.7 Some Issues of Benchmarking

9.8 Summary
9.9 Keywords
9.10 Review Questions

9.11 Further Readings

Objectives

After studying this unit, you will be able to:
Define Benchmarking
Discuss the Reasons for Benchmarking

Explain the Levels and Types of Benchmarking
Explain the Benefits of Benchmarking
Elaborate the Process of Benchmarking
Discuss the Cost of Benchmarking

Introduction

In the previous unit, we dealt with the concept of continuous process improvement. We also saw
the various techniques applied in CPI such as Juran’s trilogy, Kaizen, Six Sigma, etc.
In this unit, we will learn about benchmarking, reason for benchmarking and the process for it.

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