Acknowledgment

Introduction—Benchmarking: The First 25 Years (1979–2004

PART 1: The Business Context of Benchmarking

1. Stimulating Business Improvement by Benchmarking

2. Linking Six Sigma to Strategic Planning and Benchmarking

PART 2: The Process of Benchmarking

3. Understanding the Essence of Process Benchmarking

4. Making Statistical Comparisons in Benchmarking

5. Applying Benchmarking Results for Maximum Utility

PART 3: Case Studies in Benchmarking

6. Reviewing Lessons Learned from Old Case Studies

7. Conducting a Strategic Benchmarking Study

8. Performing an Operational Benchmarking Study

PART 4: Conducting Benchmarking Studies

9. Mainstreaming Benchmarking into Strategic Planning

10. Creating a Sustainable Benchmarking Capability

Appendix A. The Benchmarking Code of Conduct

Appendix B. Standard Operating Procedure: Benchmarking Process

Appendix C. Web Resources for Benchmarking

Appendix D. Glossary of Terms Used in Lean Production

Appendix E. Chronological Bibliography of Books about

Benchmarking

About the Author

Index