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

By Jac Fitz-Enz

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

• Format: Hardcover
• Language: English
• ISBN: 1555425739
• ISBN13: 9781555425739
• Release Date: August 1993
• Publisher: Pfeiffer
• Length: 240 Pages
• Weight: 1.08 lbs.
• Dimensions: 0.9" x 6.3" x 9.3"

Customer Reviews

Pertinent, hard-hitting management guidance

Jac Fitz-Enz writes in a dramatic and to-the-point way based on his hard-earned experience in trying to motivate staff organizations. He asks how staffs add value -- surely they do, but often this value gets neglected or misdirected, resulting in a caretaker system rather than a managed company. The author's inspiring words, reminiscent of Deming and Drucker, should be more widely quoted than they are.