Ideas on motivating people, addressing complaints and training (IMPACT): an application of benchmarking

Karen Prior‐Smith (Hewlett‐Packard Finance Limited, Bracknell, Berkshire, UK)
Mary Perrin (Hewlett‐Packard Finance Limited, Bracknell, Berkshire, UK)

Business Process Re-engineering & Management Journal

ISSN: 1355-2503

Publication date: 1 April 1996


Documents Hewlett‐Packard’s (HP’s) systematic approach to benchmarking, as an integral part of its total quality system. Describes the organization’s IMPACT project which was born out of corporate priorities to find specific ways and means of improving customer satisfaction after a survey revealed that there were improvement priorities to be considered. Claims that through internal process analysis and an externally motivated expedition to learn about best practice, the HP benchmarking team have successfully brought about changes and new learning which have led to various benefits such as a new complaint system with effective outcomes and with less rework, the development of a formal recognition system.



Prior‐Smith, K. and Perrin, M. (1996), "Ideas on motivating people, addressing complaints and training (IMPACT): an application of benchmarking", Business Process Re-engineering & Management Journal, Vol. 2 No. 1, pp. 7-25.

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Copyright © 1996, MCB UP Limited

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