Matakuliah
Tahun
: Perancangan Manajemen Mutu
: 2009
The Voice of the Market
Pertemuan 11-12
Chapter 6:
The Voice of the Market
Reference:
S. Thomas Foster, “Managing Quality: An Integrative
Approach”, Second Edition, Pearson Prentice Hall, New
Jersey, 2003
Bina Nusantara University
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The Voice of the Market
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•
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What do We Mean by the Voice of the Market?
Purposesof Benchmarking
Business Process Benchmarking
Problem with Benchmarking
Discussion and Questions
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Purposes of Benchmarking
• See Figure 6-2,
• Seven Primary Purposes for Benchmarking:
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Learning from Successes
Borrowing Ideas
Best in-Firm
Beating Industry Standards
Best in-Class
National Leadership
Best in-World
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Business Process Benchmarking
• See Figure 6-3,
• Business Process Benchmarking Questions:
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Subject Matter (What?)
Purpose (Why?)
Location (Where?)
Sequence (When?)
People (Who?)
Method (How?)
Cost (How much?)
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Robert Camp’s Business Process
Benchmarking Process
•
10-Step Process to Benchmarking:
1.
2.
3.
4.
5.
6.
7.
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9.
10.
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Deside what to Benchmark
Identify whom to Benchmark
Plant and Conduct the Investigation
Determine the Current Performance Gap
Project Future Performance Levels
Communitcate Benchmarking Findings and gain Acceptance
Revise Performance Goal
Develop Action Plans
Implement Specific Actions and Monitor Progress
Recalibrate the Bencmarks
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Discussion and Questions
• Case 6-1:
– Amgen Corporation: Using Benchmarking as Means Coping with
Rapid Growth
• Case 6-2:
– Ameritech: Making Benchmarking a Part of the Process
Improvement Toolkit
Bina Nusantara University
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