2. Definition of TQM
Total Quality control can be defined as “the total
composite product characteristic of marketing engineering,
manufacturing and maintenance through which the product
and service in use will meet the expectation of the consumer”.
3. Technique For TQM
ENCHMARKING
Kaizen (cont. improvement)
Quality Circle (empower & encourage people by forming team)
Quality Function Deployment (QFD) (learn from customer)
Business Process Reengineering (redesign the whole process)
4. Benchmarking
t is a point of reference against which things are measured.
ench marking is an effective technique, which helps organizations
to create quality targets in the Strategic Quality Management Process.
enchmarking is a systematic method by which an organization can
continuously measure themselves against the best industry practices
or world class and improve accordingly.
his exactly helps them to satisfy their customers with the best quality,
5. When Benchmarking?
f the company’s QMS is not properly developed, documented and
implemented.
f company’s great strength areas are not measured.
f company’s great weakness areas are not measured.
f company’s great opportunities are not measured.
6. Levels Of Benchmarking In Competitive
Environment
nternal benchmarking – within one’s org.
ompetitive benchmarking – analysis the performance and practices of best
in class companies.
on – competitive benchmarking – is learning something about a process a
company wants to improve by benchmarking.
World class benchmarking - ambitious and looking towards recognized
7. Areas Of Benchmarking
Operational Strategies:
• Inventory management
• Inventory control
Supply chain management
• Warehousing and distribution
• Transportation
Marketing management
• Customer service levels
• Purchasing
• Billing and collection
• Purchasing practices
H.R. Practices
• Talent Acquisition / Search
• Training and Development
• Compensation management etc.
8. Types Of Benchmarking
erformance or operational benchmarking
It involves – pricing, technical quality, features and other quality
rocess or functional benchmarking
It involves processes such as billing, order entry or employee training.
trategic benchmarking
9. unctional Benchmarking is used
when an organization look to benchmark with partners drawn from
different business sectors or areas of activity to find ways of
improving similar functions or work processes.
nternal Benchmarking
access to sensitive data and information is easier, standard
10. xternal Benchmarking
Involves seeking outside organizations that are known to be best in
class.
nternational Benchmarking
It is used where partners are sought from other countries because
best practitioners are located elsewhere in the world.
11. Phases Of Benchmarking:
lanning: Identify the product, service or process to be benchmarked
Analysis: Determine the gap between the firm’s current performance
and that of the firm’s benchmarked and identify the causes of
significant gaps.
ntegration: Establish goals and obtain the support of managers who
must provide the resources for accomplishing the goals
12. ction: Develop action plans, and team assignment, implement the
plans, monitor progress and recalibrate benchmark as improvements
are made.
aturity: Leadership position attended, best practices fully integrated
into process.
13. Process Of BM
etermine the focus areas to be benchmark / identify what to
benchmark.
arry out assessment on the existing practices to understand the
current performance.
etermine what to measure – example compensation/ incentives
structure for sales people
efine the standard against which you are going to benchmark Identify
14. et goals and Carry out BM exercise
mplement the action plan
mprove performance based on the information obtained through continuous
monitoring
15. Factors For Success Of Bench Marking
enchmarking must have the full support of senior management and
they should actively involve. with this process
or BM team and process training is very imp.
M should be a team activity
M is an ongoing process.
M efforts must be organized, planned, and carefully managed.
16. Advantages
enchmarking is a systematic method by which organizations can measure
themselves against the best Industry practices
It promotes superior performance by providing an organized framework
through which organization learn how the “ best in class” do things.
t helps for continuous improvement.
enchmarking inspire managers (and organization) to compete.
hrough Benchmark process organization can borrow ideas, adopt and
refine them to gain competitive advantages.
17. Disadvantages
he most resistant criticism of Benchmarking comes from the idea of
copying others.
t is not a strategy nor is it intended to be a business philosophy.
Therefore, it is a time taking technique.
18. Conclusion
Now a days, more than 60% companies in the world uses this
technique for fixing their target for continuous improvement. For them it
is an important tool. But to be effective it must be used properly. It breaks
down (waste money, time and energy and some times morale too) if
process owners and managers feel threatened or do not accept and act on
the findings. Finally, benchmarking is not a substitute for innovation;
however, it is a source of ideas from outside the organization.
