A tale of change

Abstract

Provides a “user friendly” benchmarking system which can be used before undergoing organizational change in order to create reference points which will serve as baselines and goals. First, defines what benchmarking is and looks at the characteristics of a benchmarking system. Reveals the advantages and disadvantages of using Surveys to collect cultural data and examines how to tailor survey questions. Addresses the issue of what action to take once the benchmarking results are known.

Citation

Wilkerson, D., Kuh, A. and Wilkerson, T. (1992), "A tale of change", The TQM Magazine, Vol. 4 No. 3. https://doi.org/10.1108/09544789210034464