Benchmarking staff performance - Jac Fitz–enz

This groundbreaking book shows how to apply benchmarking techniques—typically used successfully in line positions in manufacturing environments—to measure the added value of staff. Jac Fitz–Enz shows how to plan and execute a benchmarking project that clearly demonstrates the vital, measurable role staff departments play in contributing to quality, productivity, and service in organizations. And he unveils a unique and powerful tool: a dynamic process for making continuous progress toward quality and service to the customer and, ultimately, the success of the organization.