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基准评价(benchmarking)是在从事相同过程或活动的企业中选出绩效最优的作为绩效标准。()
A．Forty or fifty minutes of exercise once a week.
B．Twenty or thirty minutes of exercise every day.
C．Fifteen or twenty minutes of exercise five days a week.
D．Thirty or forty minutes of exercise three or four days a week.
•Read the article below about a business technique called benchmarking.
•Choose the best word or phrase to fill each gap from A, B, C, or D on the opposite page.
•For each question 19--33, mark one letter (A, B, C, or D) on your Answer Sheet.
Benchmarking
The expression benchmarking has become one of the fashionable words in current management discussion. The (19) first appeared in the United States in the 1970s, but has now (20) world-wide recognition. But what (21) does it mean and should your company be practicing it？ Benchmarking (22) learning about your own practices, learning about the best practices of others, and then making (23) for improvement that will enable you to meet or beat the beast in the world. The essential element is not (24) imitating what other companies do but being able to (25) the best of other firms' practices to your own (26) .
Instead of aiming to improve only against previous performance and scores, companies can use benchmarking to inject an element of imagination and common (27) into their search for progress. It is a process which forces companies to look closely at those activities which they may have been taking for granted and (28) them with the activities of other, world-beating companies. Self-criticism is at the (29) of process, although in some cases this may (30) managers who are reluctant to question long-established practices.
The process of identifying best practice in other companies does not just mean looking closely at your (31) . It might also include (32) companies which use similar processes to your own, even though they are producing different goods. The point is to look at the process (33) than the product.
(19)
A．term
B．definition
C．contract
D．system
— Which company (A, B, C or D) does each sentence 1 - 7 refer to？
— For each sentence 1 - 7, mark one letter (A, B, C or D) on your Answer Sheet.
— You will need to use some of the letters more than once.
A
"We're ahead of our competitors in that every year we invite customers to headquarters to discuss their expectations for the next five years. In addition to customers, the meeting includes approximately 100 employees and suppliers. We parade our five-year plan, including such things as service, quality and on-time delivery, and involve everyone in a feedback process. The outcome becomes part of our long-range strategic plan, which is communicated to every employee in the organisation - a process we call management by planning."
B
"The approach we find we need to take to increasing customer satisfaction is systemic. There isn't an easy way to do it. Everything is interconnected and builds. In order to delight customers, you need smooth manufacturing processes, which means you need an accurate warehouse, which in turn relies on a good manufacturing requirements system and good suppliers. You can't accomplish one in isolation."
C
"As part of our improvement process, employees participate actively in raising customer satisfaction. They establish the areas in which they will be measured that translate into quality performance: things like, 'How quickly do you respond to a call？' or 'How effective are your dealings with the customer？' Feedback is provided regularly to employees. They analyse the data to determine when additional instruction and support are needed, or when processes need to be re-worked or improved, or when our goals need to be changed. They are also encouraged to keep an eye on the competition and how they are doing. These data are used for planning purposes."
D
"Our senior managers are constantly pulling the competition's products apart to see what they're doing. They've also done some benchmarking against our better competitors. There are a few good ones that make us run faster and harder. But, to be honest, in terms of new service initiatives, for example, we've had to look outside our industry to find what could be called 'best of breed'. We've milked our own industry."
Staff are invited to set the standards that are used to assess their productivity
