Originally published as Benchmarking: an International Journal Volume 13 Number 3, 2006
ISBN: 1 84663 028 2
Guest edited by: Jaideep G Motwani, Seidman College of Business, Grand Valley State University, USA, and Victor E Sower, Sam Houston State University.
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.
Because of the question about the universality of the definition of quality in the service industry and the impact on benchmarking activities, the editors obtained as broad a cross-section of papers for this Special Issue as possible. The industries represented by the nine papers in this issue cover a broad spectrum of service industries from sports to banking; from laboratory services to hospitality and tourism.
Contents:
Identifying and studying “best-performing” services: An application of DEA to long-term care
One of the fastest growing service industries is long-term care. Identifying the best performers in the industry in terms of service productivity is difficult because there is no single summary measure of outcomes, particularly quality outcomes. The purpose of the paper is to show the potential of data envelopment analysis (DEA) as a benchmarking method in long-term care.
Profitability in professional sports and benchmarking: the case of NBA franchises
The aim of this study is to demonstrate suitability of the continuous improvement framework and use of benchmarking method in the context of sports.
The internal performance measures of bank lending: a value-added approach
To solve problems of overdue loans and bad debts, this research establishes the internal performance measures to monitor and enhance the operational qualities of the employees in the lending department.
Integrating quality function deployment and benchmarking to achieve greater profitability
In this paper, the aim is to propose a framework for utilizing quality function deployment (QFD) and benchmarking in combination to chalk out an improvement plan that redesigns or modifies existing processes to a point where they consume the least amount of resources while imparting the maximum value (in the sense of customer satisfaction) to the output.
A framework for information services: benchmarking for countries and companies
The typology developed in this research allows one to compare a variety of information services around the world. A properly built typology ensures a methodologically-valid framework.
Laboratory service evaluation: laboratory product model and the supply chain
This article addresses laboratory supply chain issues by providing new tools for performance evaluation and benchmarking of laboratories. It uses new approaches to laboratory performance evaluation that help achieve sustainability.
Understanding the challenges of implementing best practices in hospitality and tourism SMEs
This article provides insight into the barriers to the application of best practices in hospitality and tourism small- and medium-sized enterprises (SMEs) in the UK.
Benchmarking customer service on the internet: best practices from family businesses
This study purports to examine the practices of service sector market leaders and measure performance results of adopting selected customer service applications. The aim was to identify inspirational targets and internet applications benchmarks among family owned businesses since for them, the importance of reputation may well hinge on providing outstanding customer service to the local community.
Success factors for achieving high service revenues in manufacturing companies
Despite the proven benefits of an extended service business, most manufacturing companies find it extremely difficult to increase service revenues successfully...
About Benchmarking: an International Journal
Benchmarking: an International Journal regularly reviews different approaches to benchmarking to help develop and refine the best possible approach for any organization. By looking at the actual performance of other companies, benchmarking helps set demanding, but realistic and achievable performance improvement targets. Benchmarking: an International Journal brings a new perspective on benchmarking and total quality in organizations. From strategic advisory articles aimed at senior decision makers to practical guidance for managers running real benchmarking projects, it illustrates how to make benchmarking work effectively. Any organization can use benchmarking to powerful effect, and this journal covers its use in every type of business.
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