chapter  8
10 Pages


Benchmarking – what is it and what are the benefits? Product, service and process improvements can take place only in relation to established standards, with the improvements then being incorporated into the new standards. Benchmarking, one of the most transferable aspects of Rank Xerox’s approach to total quality management, thought to have originated in Japan, measures an organization’s operations, products and services against those of its competitors and others in a ruthless fashion. It is a means by which targets, priorities and operations can be established that will lead to competitive advantage.