??? ??????? (Benchmarking)

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??? ???????(Benchmarking)
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Benchmarking ?????
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????? ??? ??????? (Benchmarking)

• ?? ??? ?? ????? ??? ??? ? ?????????? ???.
• ???? Benchmark ??? ?? ????? ?? ?????? ?????? ????
  ??? ?? ???? ?????? ??????? ???? ????? ???? ??
  ???? ????? ??? ?? ???? ???? ? ???????? ??? ?? ??
  ?? ?????? ???? ? ????? ??????.

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?????? ?? ??? ???? ?????? (Benchmarking) ??????
?? ????? ????? ?? ????? ????? ?????? ???? ??????
?? ????? ??? 1970 ???? ?????.
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?????? Benchmarking
?????? ????? ?????? ???? ???????? ????? ? ???? ??? ???? ?? ?????? ?? ????? ????. Camp 1989
?????? ????? ?????? ???? ?? ????? ?? ?????? ???? ?? ????? ??????? ? ????? ???? ???????? ????? ?? ????? ??? ??? ???? ????? ?? ?? ???????????. Geber 1990
?????? ????? ?????? ???? ? ????? ???????? ????? ?? ?????? ?? ?????? ?? ?????? ??. Codling 1992
?????? ????? ?????? ?????? ?????? ?????? ?? ?? ???? ?? ?? ??? ????? ??????? ?????? ????? ? ????? ????? ?? ???? ???? ????? ????. Vaziri 1992
???? ????? ??????? ???? ?? ?? ??????. Watson 1993
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?????? Benchmarking
?????? ???? ?????? ??? ?? ????? ?????? ???????? ??? ????? ?????? ??????? ???? ?? ???? ?????? ???? ? ??????? ?? ??? ???? ???? ????? ?????? ???. Evans 1993
?????? ???? ???? ??????? ??? ??????? ?? ??? ??????? ???? ?????. ??????? ?????? ?? ?? ??? ??? ??? ????? ??? ? ??????? ?????? ??????? ???? ????? ???? ??? ????? ?????? ?????? ? ????????. Kleine 1994
???? ???? ????? ?????? ????? ???? ???????? ?? ???? ??????? ?? ???? ?????????? ?? ??? ???????? ?? ????? ?? ????. Cortada 1995
???? ?? ????? ?????? ?? ???? ???????? ??? ? ????? ???? ????? ?? ????????? ????? ?? ?? ???? ???????. Cook 1995
?????? ?????? ???? ?????? ?? ???? ???? ?? ?????? ?? ?? ???? ???? ?? ????? ???? ????? ?? ???. Stevenson 1998
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?????? ?????? ? ?????? ?????? ?? ???????? ?
?????????? ?????????? ??????? ?? ???? ?????
???????? ??????? ?????? ??????? ???.

• ???? ???? ????? ? ?????? ??????(APQC) 

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?????? ????? ?????? ?? ?????? ?? ????? ?????? ???? ????? ??????? ????
Camp 1989 x x x
Geber 1990 x x
Vaziri 1992 x x x
Balm 1992 x x x x
Spendolini 1992 x x x
McNair and Leibfried 1992 x x
Codling 1992 x x x
Evans 1993 x x x
Watson 1993 x x
Kleine 1994 x x
Cook 1995 x x
Cortada 1995 x x
Watson 1997 x x x
Stevenson 1998 x x
APQC 2008 x x x
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??? ??? ??????? ?? ?????? ???? ?????? ???? ??
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??? ?????????? APQC
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???????

• ????? ??? ??????????
• ?????? ??????? ?? ?? ???? ???????? ???? ????
  ???????? ???
• ??? ? ????????? ??????? ?? ???????? ??????
  ???????? ????? ?????? ??????(Critical Success
  Factors)
• ????? ??????? ???? ???????? ???? ??????????.
• ????? ??? ??? ???? ???????

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• ...

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• 1- ??? ?????(The Lead Team)
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Quote

• Collecting data is much like collecting garbage
  
• you must know in advance what you're going to do
  with the stuff.

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Is My Organization Ready?Self- Assessment
Instrument for Benchmarking
Check one rating for each of the following items
according to how many specific instances or
situations you are aware of in your organization
that exemplify each Many Some Few None 1. Pro
cesses have been documented with measures to
understand _____ _____ _____ _____
performance. 2. Employees understand the
processes that are related to their own
work. _____ _____ _____ _____ 3. Direct
customer/stakeholder interactions, feedback or
studies about customers/stakeholders influence
decisions about products or services. _____ _____
_____ _____ 4. Problems are solved by
teams. _____ _____ _____ _____ 5. Employees
demonstrate by words and by deeds that they
understand the organizations mission, vision,
and values. _____ _____ _____ _____ 6. Senior
administration sponsors actively supports
quality improvement _____ _____ _____ _____ proj
ects. 7. The organization demonstrates by words
and by deeds that continuous improvement is part
of the culture. _____ _____ _____ _____ 8. Commit
ment to change is articulated in the
organizations strategic plan. _____ _____ _____ _
____ TOTAL UP THE NUMBER OF CHECKS IN EACH
COLUMN _____ _____ _____ _____ MULTIPLY TOTALS
BY SCALE VALUES X 6 X 4 X 2 X ZERO ADD
UP MULTIPLIED VALUES _____ INTERPRETATION OF
SCORES 32 - 48 Youre ready! 16 - 31 You
need some preparation first. 0 - 15 Youre
not ready.
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You know you need to benchmark, but you are just
too busy. Well if you don't benchmark, and then
implement improvements based on it, you will find
yourself out of business. Then you'll have plenty
of time to benchmark, but it won't matter...
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