Concept of quality:
Benchmarking of quality can be divided into the same main areas which are normally used in connection with the division of the concept of quality:
1. External quality:
a. customer satisfaction
b. the technical quality of the product.
2. Internal quality:
a. employee satisfaction
b. process quality.
Processes in benchmarking:
Benchmarking of process quality can be divided up into a row of key processes which in relation to a production company may consist of the following key processes:
1. Research and development.
2. Production and distribution.
3. Administration supporting processes.
In relation to research and development it is important to look into the following questions:
1. How is research and development carried through?
2. How is design review carried through?
3. How are customer demands translated into construction demands?
4. Does the company have a system for shortening the time for development?
5. How is the quality of the development work measured?
In relation to production and distribution the following questions may be important:
1. How are the processes designed?
2. How can times of delivery be minimized?
3. How can process quality be measured?
4. How are the measuring applied?
5. How are continuous improvements ensured?
6. How are defects and problems dealt with?
7. How is quality audit carried through?
8. How are quality plans made?
Finally, in relation to administrative supporting processes the following could be
1. How can supporting processes be identified?
2. How can the quality of supporting processes be measured?
3. How are measurings applied?
4. How can continuous improvements of the supporting processes be ensured?
5. How are defects and problems dealt with?
6. How can quality audits be carried through?
7. How are quality plans of supporting processes made?
