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Aims to formalize the benchmarking process by proposing methods and tools for the steps of the process. Focuses on the first two phases of the benchmarking process: measurement and self analysis (phase 1), and determination of subject and partners of a benchmarking study (phase 2). For this...
Notes the continued popularity of benchmarking despite the falling interest in other major management “revolutions”. Further points out that benchmarking is more prevalent in the manufacturing than in the service sector. Suggests that this may be due to an attitudinal difference between the two...
Focuses on TNT Express (UK), part of the worldwide transportation group. Notes that TNT was joint winner of the inaugural 1994 UK Quality Award. Considers the role of quality at TNT and how it is achieved. Features the role of elements such as benchmarking surveys and performance league tables....
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