The pursuit of a benchmark: how Nissan/Infiniti developed its service standard
Article Abstract:
Nissan Motor Corp of California used benchmarking in order to develop service standards for its American luxury car offering, the Nissan Infiniti. The Infiniti benchmarking effort sought to investigate the customer service practices and programs of other companies to develop Nissan's customer responsiveness and long-term relations with clients. The Michigan consulting firm Sandy Corp was commissioned by Nissan to do an in-depth study of the employee training programs of such companies as Walt Disney, McDonald's, Nordstrom and Ritz-Carlton. The results emphasized the importance of team-training, leading to the establishment of the Infinti University, a training facility in Scottsdale, AZ. There, the Infiniti philosophy of client satisfaction is instilled through a six-day required course for all Infiniti dealership staff members, supplemented by subsequent programs.
Publication Name: Multinational Business
Subject: Business, international
ISSN: 0300-3922
Year: 1992
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Fundamental changes at the heart of the financial service industry
Article Abstract:
A major restructuring of the international financial service industry is expected to occur in the 1990s. This change will result from the consolidation efforts of financial organizations, as encouraged by the recession-marked business climate. The global electronics market will also contribute to major changes in international finance due to the wealth of potential that the market holds in terms of capital distribution and management. Change will be facilitated by the movement of banks, that cater to a small group of customers, to a more streamlined organizational structure marked by the networking of services. For banks servicing other banks and major corporations, change will occur through the adoption of a contract system that would allow treasury-base banks to act as risk distribution facilities that will maximize their treasury and capital market services.
Publication Name: Multinational Business
Subject: Business, international
ISSN: 0300-3922
Year: 1992
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Observations on benchmarking in Hungary
Article Abstract:
A new, two-dimensional classification of benchmarking types is presented, based on the categories found in different classifications. The current state and practices of benchmarking in Hungary are described and typical obstacles are explored. A case study of internal benchmarking attempts during the integration of a privatized Hungarian company into a multinational company, is provided.
Publication Name: European Management Journal
Subject: Business, international
ISSN: 0263-2373
Year: 1998
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