Benchmarking in Services : Volume 13, Issue 3.

Benchmarking in Services : Volume 13, Issue 3.

Benchmarking is defined as "an improvement process in which a company measures its performance against that of best-in-class companies, determines how those companies achieved their performance levels, and uses the information to improve its own performance." (Bemowski, 1992, p. 20). Under...

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Bibliographic Details
Main Author: Motwani, Jaideep
Other Authors: Sower, Victor E.
Format: eBook
Language:English
Published: Bradford : Emerald Group Pub., 2006.
Subjects:
Benchmarking (Management)
Total quality management.
Total quality management
Online Access:Click for online access
Table of Contents:
  • Cover; CONTENTS; EDITORIAL ADVISORY BOARD; Guest editorial; Identifying and studying "best-performing" services; Profitability in professional sports and benchmarking: the case of NBA franchises; The internal performance measures of bank lending: a value-added approach; Integrating quality function deployment and benchmarking to achieve greater profitability; A framework for information services: benchmarking for countries and companies; Laboratory service evaluation: laboratory product model and the supply chain
  • Understanding the challenges of implementing best practices in hospitality and tourism SMEsBenchmarking customer service on the internet: best practices from family businesses; Success factors for achieving high service revenues in manufacturing companies

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