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A key focus of Total Quality Management (TQM) is continuous improvement. However, in order to improve quality, we must be able to define it, measure it over
time and state the desired performance level. Benchmarking is a technique that provides a common measuring stick to evaluate process performance. Through a method for analyzing internal operations and comparing
them to the best operational practices within the industry, benchmarking uses a structured process to discover the changes that could be made that would lead to superior information management performance within a
information organization. Through lectures, case studies and group exercises, the workshop will define the concept of benchmarking, describe its use in information settings, identify the key processes to
benchmark, and show how to use key statistical tools and to identify possible sources of benchmarking data. The course is designed for information managers interested in applying benchmarking techniques within an
information organization setting. This is an advanced TQM course; all participants should have attended at least one course in the area of quality improvement or completed extensive reading on the topic. |
