... strategy in mitigating service disruptions. The results provide further support for the effectiveness of the focused strategy in responding to service disruptions in service organizations. Benchmarking Service operations Operations planning Regression analysis Mahour Mellat Parast can...

...Dotun Adebanjo; Ahmed Abbas; Robin Mann Purpose The purpose of this paper is to use survey data collected from 453 respondents, from over 40 countries, to determine the current levels of use of benchmarking as an improvement technique. It identifies where and how benchmarking is implemented within...

...M.B.M. de Koster; B.M. Balk; W.T.I. van Nus Purpose The purpose of this paper is to compare efficiency scores from the benchmarking exercise with those of previous studies and to discuss the reasons behind diverging results. Design/methodology/approach This paper uses data envelopment analysis...

... Applying performance management techniques in the outsourcing process is challenging in a number of areas including comparison difficulties, incomplete information and inadequate performance management systems. However, benchmarking and cost analysis are useful mechanisms for improving performance...

...Sabine Matook; Rainer Lasch; Rick Tamaschke Purpose The purpose of the paper is to present and empirically support a theoretically sound, operational, and easy‐to‐implement supplier risk management framework that focuses on supplier development using a benchmarking approach. Design/methodology...

... learning and improvement. To maximize the organization's competitiveness through the application of FBPR, it is important to establish a value delivery system (VDS) to increase the project's effectiveness and to employ performance benchmarking to determine the performance gap. Using a case study...

...Mariolina Longo; Cristina Masella The paper presents the main results of a benchmarking project involving eight Italian hospitals. The project sought to examine and compare the organisational processes adopted in different operating blocks, i.e. complex organisational units comprising many...

... benchmarking as a means to improve company performance through the identification of best practice, to the need to identify, manage and transfer best practices. This paper discusses this evolution of focus and identifies key issues for consideration in best practice investigations. In particular, it addresses...

...Robert Johnston; Lin Fitzgerald; Eleni Markou; Stan Brignall Considers the relationship between the types of targets or benchmarks used and reward structures adopted in two contrasting performance improvement strategies – continuous improvement and radical change. Hypothesises that the process...

...Gündüz Ulusoy; İlknur İkiz Reports on a benchmarking study conducted to quantify how well companies operating in various sectors of Turkish industry match up to best practice, both in the practices they adopt and in the operational outcomes that result, and to test the hypothesis that the closer...

...K.T. Lee; K.B. Chuah In recent years, three key topics under the big umbrella of business process improvement (BPI) have been continuous process improvement (CPI), business process reengineering (BPR), and business process benchmarking (BPB). Each has received much attention and has been supported...

...Alan Fowler; David Campbell The article features a study based on postal questionnaires and structured interviews, targeting senior members of the hospital pharmacy profession. The aim was to examine the potential of practice and performance benchmarking as a means of improving competence...

... and procedures whose goal is to improve the quality of an organization’s goods and services” (Forker et al., 1997, p. 1681). It is closely associated with benchmarking as a tool for process improvement. The attention paid to TQM over the past two decades reflects industry and academic understanding...

...Srinivas Talluri; Joseph Sarkis The concept of benchmarking has proven very effective to those organizations that seek to continuously improve their operations and have introduced the total quality management (TQM) philosophy into their business practices. Benchmarking has effectively been...

...R. Van Landeghem; K. Persoons Benchmarking Logistics Performance Audit Best practice In Figure 2 we focus on the best practices that influence the performances linked with top objective “flexibility”. We can distinguish three levels of best practices and two levels of performance...

... to develop and validate the framework presented. © MCB UP Limited 2000 Manufacturing Planning and control Best practice Benchmarking The rapidly changing competitive environments in which most companies operate are forcing them to change their strategies in order to remain competitive...

... Benchmarking World‐class manufacturing United Kingdom The importance for manufacturing organisations to adopt a set of suitable performance measures has been well documented. It has been stated (Heim and Compton, 1992) that world class manufacturers recognise the importance of metrics in helping...

... Benchmarking European Union ISO 9000 Quality Turkey In this paper, we present a systematic study documenting the present status of ISO 9000 implementation, the profile of the certified companies, their motivation behind seeking certification, and their organizational experience. In spite of the growth...

...Christopher A. Voss; Pär Åhlström; Kate Blackmon Investigates the link between benchmarking and operational performance using a sample of over 600 European manufacturing sites. Benchmarking is linked to the identification and adoption of improved operational practices, an increased understanding...

... in a province in The Netherlands. The aim was threefold: to find the key success factors for companies in the T&D sector; to involve a group of students who were ready to start their graduation project; and to help T&D companies to improve their competitiveness. Benchmarking was used to find the key...