Benchmarking Staff Performance : How Staff Departments Can Enhance Their Value to the Customer

This groundbreaking book shows how to apply benchmarking techniques to your organization as a way tomeasure the added value of staff.

Fitz-Enz shows how to plan and execute a benchmarking project that clearly demonstrates the vital, measurable role staff departments play in contributing to quality, productivity, and service in organizations.And he unveils a unique and powerful tool: a dynamic process for making continuous progress toward quality and service to the customer and, ultimately, the success of the organization. "A crisp, clear, step-by-step explanation of how to apply benchmarking as a value-adding force in a comprehensive and systematic way." --Alfonso Gonzalez Montesinos, corporate planning manager, Smurfit Carton y Papel de Mexico Table of Contents: 1.

Supporting the Business Vision: How to Leverage the Hidden Value in Staff Departments 2.

Basic Principles for Successful Benchmarking: Avoiding the Activity Trap 3.

Performance Measurement: Applying Numbers in Benchmarking 4.

Value Planning: Selecting and Launching the Right Project 5.

Data Management: Gathering Useful Information 6. Evaluation: Developing Strategies for Closing Critical Performance Gaps 7.

Action: Gaining Commitment to Change 8. Managing Large-Scale, Multicompany, and Multinational Benchmarking Projects 9.

A National Benchmarking Project: Uncovering the True Source of Best Practice You'll discover: The basic principles for successful benchmarkingPerformance measurement: applying numbers in benchmarkingHow to gather useful informationHow to gain commitment to change If you don't have a goal, you can't improve an organization.

Use Benchmarking Staff Performance and discovernot only where your organization is, but also where it needs to go!