Benchmarking and gap analysis: what is the next milestone?

Gerald J. Balm (IBM Application Business Systems, Rochester, Minnesota, USA)

Benchmarking for Quality Management & Technology

ISSN: 1351-3036

Publication date: 1 December 1996


First there was traditional benchmarking and then “expanded” benchmarking. Both analyse the gap between current practice and best practice. Introduces what might be the next great value‐add in store for benchmarking. Proposes that benchmarking gap analysis be extended by estimating the measurement value needed to achieve total customer satisfaction. Concludes that this new type of benchmarking sets goals where they are most needed ‐ on satisfied and loyal customers.



Balm, G. (1996), "Benchmarking and gap analysis: what is the next milestone?", Benchmarking for Quality Management & Technology, Vol. 3 No. 4, pp. 28-33.

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Copyright © 1996, MCB UP Limited

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