??????(Benchmarking)

1
????????????????????
????
2
????-?????
????????????????????????,?????????????????????????
,????????????????????????????,????????????????????
?
3
??????(Benchmarking)
???????????????,???????,????????????????????????,?
?????????????????????????,????????,???????????????
?(Aderson Pettersen,1996)?
4
?1970????????????????????,????????,???????????????
?IBM?????????(ATT)?????(Motorola)???(Du
Pont)?3M??????(Digital)???????,??????????????????
??
????(Benchmarking)
5
????(Benchmarking)
?????????????????????????????????,????????????????
?(Malcolm Baldrige National Quality
Award)??????????
6
???????????????????????????????,???????????,??????
??????????????,??????????????????(Reengineering)??
?????,???????????????,?????????????
????(Benchmarking)
7
??????
????(Xerox)???????????????
1960?????????? 1970??,??????????,?????????8,
?????10??????3???? ??????????????(David
T.Kearns)?????????TQC(Total Quality Control
??????)??????????,????????????,??????????????????(
Deming Prize) ??????????????????????????????????
??????(Leadership Through Quality),??????????????
8
?????????????,???????????????,????????????????
1.???????1984??87??????1989??
124??? 2.???3?4?8???????4?8?8???? 3.??????1987??9
????,?1990??? ??14.6 4.????????????38? 5.???
???????????????????? ????,??????12???19,????
???????????????
9
??????????,???1989????????????(Malcolm Baldrige
National Quality Award),???????????,??????????????
????????????
??????????
10
?????????
?.???? ?.???? ?.???? ?.????
11
?????????
????????? ?????????
12
??????? --?????????--
13
??????(goals)???(target)???,????????????????
?????????(Internal Benchmarking) ?????????(Compet
itive Benchmarking) ????/???????
(Functional/Generic Benchmarking)
14
??????? (Internal Benchmarking
??????????????????????,???????????????????? ?????
???????????????????????????
15
??????? (Internal Benchmarking
???? ??????????????,????????????????????????????
??,????????(data gaps)???????????????????????,????
???????,???????????????????????
16
??????? (Internal Benchmarking
???? ?????????????????,??????????????????????????
?????????????????????????????,??????,???????
17
??????? (Competitive Benchmarking)
??????????????????????????????????? ?????????????
???????????????????,???????,?????????????????????
???????????,??????????????????????,???????????????
???????????????,??????????????????????????
18
??????? (Competitive Benchmarking)
???? 1.?????????????????????
???????? 2.?????????????????????
??????????????????? 3.?????????????????????,
???????????????????? ??????????
19
??????? (Competitive Benchmarking)
???? ???????? ?????? 1.??????????????????????
????????????????????????????????,??????????????
20
2.?????(the third party)??????
???????????????????? ?????,???????????????
???????????????? 3.????????????????????
??????? (Competitive Benchmarking)
21
??/??????? (Functional/Generic Benchmarking)
???????????????,????????????????,?????????????????
,?????????????????,???????????,???????????????????
????
22
??/??????? (Functional/Generic Benchmarking)
?????????????????????????????????,????????????????
????????? ?????????????(L.L.Bean)???????????????
???????????
23
??/??????? (Functional/Generic Benchmarking)
???? 1. ??????????????????? 2.
???????????,????????? ??????????????? 3.
????????????????? 4. ????????????????? 5.
????????????,???????? ????????????????
24
??/??????? (Functional/Generic Benchmarking)
???? 1.???? ???????????????(????????),???????
??????????????????????????,???????????????
2.?????????????? ??????,???????????????????
25
??????
?????????????? ?????????????? ??????????????
26
??????
???????????????,??? ????????????,??????
?????,????????????? ???????????????????
?? ??????????????????? ???????????????????
??????????,???????? ????????,?????
27
???????????????
28

• ???????????
• ?????????????????(??,???????????????????)
• ??????????(??,??????)?
• ???????????????
• ?????????????
• ???????????????(?????)?
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• ????????(?????????)????
• ???????????????
• ????????????
• 10.????????????????,?????????(?????)?

29
?????????? 1.?????????????????????????
???? 2.???????????????????? 3.??????????????????
?????? 4.?????????????????????
5.??????????????????,???????,???????????????????
??????????? 6.???????????(PERT)????(Gantt
charts)??????????????????
30
??????????? 1.???????????????????????
???,??????????? 2.????????????????,??????????????
?????,????????????????????????????????
3.??????????????????,??????????????????????
4.????????ATT?IBM?????????,?????????????,???????
??????????????????
31
?????????? ??????????,???????????????
32
?????????? 1.???????????????????????
??????????????????????????????????????????????? 2.
?????????????????????????????,??????????????,?????
???????????????(Federal Express)?????,???,????????
??????,????????????????????????
33
?????????? ?? ?????????????????????
???????????,?????????????????????????????????,????
??????
34
?????????? ??????? ????????????,??????
????????????????????(??Arthur Andersen???Global
Best Practices???)? ???? ??????????????????,???
??????????????????????????????????????????????????
?????????????????????????????,?????????????????
35
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36
????????????????? 1.?????????????????,????
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??????? 4.???????????????????????
5.??????,?????????????????
37
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38
?????????? ??????????????????????????????
,???????????????????,???????????????????
39
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?????
40
??????????? ?????????????,????????????,?
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41
??????????? 1.?????????????,??????????????
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3.????????????,??????????????????????????
4.?????????????,??????????????????????????,??????
?????????
42
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