Notes the differences between benchmarking and intelligence gathering and suggests that some benchmarking initiatives fail because these differences are not realized. Outlines other reasons why initiatives fail and offers a short checklist to help prevent some common errors when commencing a benchmarking initiative.
(1993), "Viewpoint ‐ Simply seeking best practice", Managing Service Quality: An International Journal, Vol. 3 No. 6, pp. 5-6. https://doi.org/10.1108/EUM0000000003195Download as .RIS
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