Global Cases in Benchmarking: Best Practices from Organizations around the World

Article excerpt

Global Cases in Benchmarking: Best Practices from Organizations Around the World; Robert C. Camp (Ed.);

ASQ Quality Press, Milwaukee, WI,' 1998; 650 pp., $47.

This collection of 27 benchmarking case studies includes cases from the U.S., Europe, Asia-Pacific, and Africa/North and South America for the major economic sectors: manufacturing (7), service (7), non-profit (4), government (6), and education (3). The processes are equally diverse: from oil-well casing delivery (manufacturing); successful improvement and change (service); coronary artery bypass surgery (nonprofits); complaint handling (government); and student advising (education). The diversity is covered in summary charts that are meant to give an overview and snapshot of their various facets; namely, case summary information, countries and industries, and processes; and, in the "Analysis" sections, charts covering savings and benefits, best practices found, and lessons learned.

Most cases cover the classic approach to best practice benchmarking of a significant process. A select few cases show how benchmarking was established in a new section of the globe. …