Benchmarking Staff Performance: How Staff Departments Can Enhance Their Value to the Customer (Jossey Bass Business & Management Series)

This groundbreaking book shows how to apply benchmarking techniques to your organization as a way to measure 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 benchmarking
• Performance measurement: applying numbers in benchmarking
• How to gather useful information
• How to gain commitment to change

If you don't have a goal, you can't improve an organization. Use Benchmarking Staff Performance and discover not only where your organization is, but also where it needs to go!