Effective benchmarking : learning from the best

Abstract

Introduction. Part One: Office equipment/photography. Rank Xerox Ltd: the benchmark of benchmarking. Benchmarking at Kodak Ltd. Part Two: Service sector. Benchmarking at TNT Express. Benchmarking at Post Office Counters. Benchmarking at National Roads and Motorists Association (NRMA). Benchmarking at Royal Mail. Part Three: Financial Service Sector. Benchmarking at Leeds Permanent Building Society. Benchmarking at Nationwide Building Society. Part Four: Electronics/Computer Industry. Benchmarking at Texas Instruments. Benchmarking at IBM UK. Benchmarking at D2D. Part Five: Telecommunications. Benchmarking at Northern Telecom Europe. Part Six: Chemical Industry. Benchmarking at BP Chemicals. Benchmarking at Gulf Oil. Part Seven: Aerospace Industry. Benchmarking at Westland Helicopters. Benchmarking at Shorts. Part Eight: Automobile Industry. Benchmarking at Rover Group. Part Nine: Health Care. Benchmarking at Bradford Community Health NHS Trust. Benchmarking at Leicester Royal Infirmary NHS Trust. Benchmarking studies in the NHS from the Audit Commission. Index.

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