Corbett M W
Sterling College, KS, USA.
Best Pract Benchmarking Healthc. 1996 May-Jun;1(3):161-6.
Benchmarking is the process used to search for best-in-class, compare results, discover the enablers of superior process performance, and take action to achieve quantum process improvement. It sounds simple, but all too often benchmarking efforts fail. The first obstacle often is failing to understand how work is currently being performed.
Through linear flow charts, connection charts, and cross-functional flow charts, teams identify each step in a process, see how the people in the process interact, follow the work flow, and label the type of a step. When this is accompanied by supporting documentation, this method provides teams a way to visually see the work flow and know where there are glitches and where things are going well.
Through flow charting, benchmarking teams can understand what they are doing so they know what to look for in a benchmarking partner and how to identify the enablers of a superior performance.
Without flow charting, teams will not get the maximum benefit from benchmarking.
标杆管理是一个用于寻找行业最佳、比较结果、发现卓越流程绩效的促成因素并采取行动实现流程大幅改进的过程。这听起来很简单，但标杆管理工作往往失败。通常第一个障碍就是未能理解当前工作是如何开展的。
通过线性流程图、关联图和跨职能流程图，团队识别流程中的每个步骤，了解流程中的人员如何互动，跟踪工作流程，并标注步骤类型。当这与支持文档相结合时，该方法为团队提供了一种直观查看工作流程的方式，并了解何处存在故障以及何处运行良好。
通过绘制流程图，标杆管理团队能够理解他们正在做什么，从而知道在标杆管理合作伙伴中寻找什么，以及如何识别卓越绩效的促成因素。
没有绘制流程图，团队将无法从标杆管理中获得最大收益。
