ABSTRACT
76Over the past decade, benchmarking techniques have emerged as an important tool for performance measurement and process improvements. The IT industry has used benchmarking effectively to improve its processes and enhance the value IT delivers to the business. Benchmarking has evolved into a preferred technique that many organizations are using to set high goals based on global standards. A well-directed and efficiently performed benchmarking study can lead to an increased understanding of the current state of an organization’s performance. Additionally, benchmarking can help determine promising practices that can lead to improvement in performance and increased chances of success when adapted judiciously.
