ABSTRACT
Benchmarks are used to mutually compare enterprises. In benchmarking, the enterprise is not only compared with the competition, but also with the needs of the customers. With those who are ultimately responsible for the processes involved, new performance indicators and perhaps also new success factors are established. If benchmarking is carried out regularly, for example annually, a trend analysis can ultimately be made. The goal of this trend analysis is to determine the future situation and establish at which times the enterprise scores better than the competitors in relation to the requirements of the customers. The findings will have to be supported by all the staff in the enterprise. The managers who participate in the project must involve the staff in the developments resulting from the project.
