I keep six honest working men

(They taught me all I knew)

Their names are What and Why and When

and How and Where and Who.

Rudyard Kipling, The Elephant's Child

The 200 questions are based upon our analysis and explanation of the 20 foundation stones of total operations as described in Chapters 4 9. Our emphasis is on a self-assessment approach by an organization's own managers and staff. In Chapter 12 we discussed how a multi-functional team within an organization can carry out its own benchmarking to identify areas for progressive improvement. We also discussed the role of external consultants.

As explained in Chapter 1, we have 10 questions for each of the 20 foundation stones. We have listed and numbered the questions in the same order in which the foundation stones were introduced. The sequence of the questions does not imply a hierarchy of importance.

If there are any difficulties in interpreting the questions refer back to the relevant pillar/foundation stone chapter. The scale for scoring each question is: 0.1 (poor), 0.2 (fair), 0.3 (good), 0.4 (very good) and 0.5 (excellent). This allows a high degree of accuracy. Team member guidelines are given in Chapter 12.

When we use the word you with questions, it can be taken to refer to you the reader, you as a member of a multi-functional benchmarking team, or you in the sense of your organization (and the management and planning team). Note that where the word product is used it refers to deliverables,...