Page 142 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 9: Benchmarking

9.10 Review Questions Notes

1. Define benchmarking.
2. What are the two levels of benchmarking? Differentiate between them.
3. Explain the different types of benchmarking.
4. Discuss the benefits of benchmarking.
5. Explain the complete procedure of benchmarking.

6. Briefly explain the Xerox 12 step process.
7. What are the various types of cost of benchmarking?
8. Explain the reasons for benchmarking.

Answers: Self Assessment

1. Xerox 2. Benchmarking
3. Benchmarking 4. Strategic
5. Corporate 6. Operational
7. Competitive 8. Strategic benchmarking
9. Generic 10. External benchmarking
11. Competing 12. Improvement
13. Continuous 14. Benchmarking

15. Benchmarking 16. Self analysis
17. Planning 18. Type
19. Performance gaps 20. Reduced
21. Benchmarking 22. Competitive

9.11 Further Readings

Books Besterfield. Dale H. (2011), Total Quality Management, Pearson Education, India
Charantimath, M. Poornima (2009), Total Quality Management, Pearson Education,
India
Mukherjee N.P. (2006), Total Quality Management, PHI Learning Pvt. Ltd.
Nigam. Shailendra (2009), Total Quality Management, Excel Books, India

Online links http://bmdynamics.com/issue_pdf/bmd110186__34_44.pdf
http://www.blurtit.com/q386762.html
http://www.productivity.in/knowledgebase/General/Bench%20Marking/
Introduction%20to%20Bench%20Marking.pdf

http://www.scribd.com/doc/24932697/Bench-Marking-in-TQM

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