Using IDEAS to get started on benchmarking
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 August 1995
Abstract
Presents a method of operational benchmarking especially suited to those seeking a low profile or low key approach. Benchmarking is interpreted in a broad sense, thus making the technique accessible to those who would not want a large‐scale project. The IDEAS acronym represents the inquiring, deciding, expanding, analysing and specifying stages that would take the benchmarking organization to the point of implementation. Describes a service quality case study to provide an example of the method. The case study is an investigation of how to improve counter service in banking and is based on research conducted in Taiwan and Britain.
Keywords
Citation
Webster, C. and Lu, Y. (1995), "Using IDEAS to get started on benchmarking", Managing Service Quality: An International Journal, Vol. 5 No. 4, pp. 49-56. https://doi.org/10.1108/09604529510090235
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited