Page 138 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 9: Benchmarking

2. Analysis: This includes the following two steps: Notes
(a) Determine current performance “gap”
(b) Project future performance levels
3. Integration: This includes the following two steps:
(a) Communicate benchmark findings and gain acceptance

(b) Establish functional goals
4. Action: This includes the following three steps:
(a) Develop action plans
(b) Implement specific actions and monitor progress
(c) Recalibrate benchmarks

5. Maturity: This includes the following two steps:
(a) Leadership position attained
(b) Practices fully integrated into process.

9.5.2 Motorola’s Five-step Process

1. Decide what to benchmark
2. Fined companies to benchmark
3. Gather data
4. Analyse data and integrate results into action plans

5. Recalibrate and recycle the process
Although the number of steps in the process may vary from organisation to organisation, the
following six steps contain the core techniques.

1. Decide what to benchmark
2. Understand current performance
3. Plan
4. Study others
5. Learn from the data

6. Use the findings
Self Assessment

Fill in the blanks:
15. …………………… can be applied to any business process or function of the organization.
16. …………………… is an essential step for benchmarking process.
17. …………………… phase determines how to conduct benchmarking study.

18. First step in planning is to determine …………………… of benchmarking.
19. When the benchmarking study reveals the ……………………, then the outcomes of
benchmarking study identifies the actions for future improvement.

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