Focuses the preliminary stages of a study conducted by the International Benchmarking Clearinghouse in 1993 to clarify the process of transforming research data into definable improvements. Points out the power of secondary research in identifying benchmarking partners, and in the determination of critical elements to benchmark.
Wargo, R. (1993), "Caught in a Black Box", Managing Service Quality: An International Journal, Vol. 3 No. 6, pp. 35-40. https://doi.org/10.1108/EUM0000000003203Download as .RIS
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