Benchmarking in services [[electronic resource] /] / guest editors, Jaideep G. Motwani and Victor E. Sower

• Pubblicazione: Bradford, England, : Emerald Group Publishing, c2006
• Edizione: 1st ed.
• Descrizione fisica: 1 online resource (163 p.)
• Disciplina: 658/.562
• Soggetto topico: Benchmarking (Management); Total quality management
• Altri autori: MotwaniJaideep G SowerVictor E
• Note generali: Description based upon print version of record.
• Nota di contenuto: 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
• Sommario/riassunto: 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 the best of circumstances, benchmarking can be difficult, time-consuming, and costly. Service benchmarking is made more difficult than benchmarking in manufacturing because it appears that those things which are important to the customer may differ significantly from one service industry to another (Sower,
• Titolo autorizzato: Benchmarking in services
• ISBN: 1-280-54713-8; 9786610547135; 1-84663-029-0
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910812050703321
• Lo trovi qui: Univ. Federico II
• Serie: Volume 13, Issue 3