Abstract
Managers, in their quest for efficient management tools, attach more and more importance to benchmarking techniques as action-oriented démarches to set functional goals. Yet, benchmarking having essentially been developed by Industry, different approaches coexist and still need to be federated and made coherent.
This paper stresses the lack of tools in one of the stages in the benchmarking process, which is considered by experts as a key one : the determination of “what to benchmark”.
A methodology aiming to identify the process — or the activity — to benchmark is presented.
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© 1995 Springer Science+Business Media New York
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Kleinhans, S., Merle, C., Doumeingts, G. (1995). Determination of what to benchmark: a customer-oriented methodology. In: Rolstadås, A. (eds) Benchmarking — Theory and Practice. IFIP Advances in Information and Communication Technology. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-34847-6_30
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DOI: https://doi.org/10.1007/978-0-387-34847-6_30
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