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Benchmarking and gap analysis: what is the next milestone?

Benchmarking and gap analysis: what is the next milestone? First there was traditional benchmarking and then “expanded” benchmarking. Both analyse the gap between current practice and best practice. Introduces what might be the next great value‐add in store for benchmarking. Proposes that benchmarking gap analysis be extended by estimating the measurement value needed to achieve total customer satisfaction. Concludes that this new type of benchmarking sets goals where they are most needed ‐ on satisfied and loyal customers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Benchmarking for Quality Management & Technology Emerald Publishing

Benchmarking and gap analysis: what is the next milestone?

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References (3)

Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
1351-3036
DOI
10.1108/14635779610153345
Publisher site
See Article on Publisher Site

Abstract

First there was traditional benchmarking and then “expanded” benchmarking. Both analyse the gap between current practice and best practice. Introduces what might be the next great value‐add in store for benchmarking. Proposes that benchmarking gap analysis be extended by estimating the measurement value needed to achieve total customer satisfaction. Concludes that this new type of benchmarking sets goals where they are most needed ‐ on satisfied and loyal customers.

Journal

Benchmarking for Quality Management & Technology – Emerald Publishing

Published: Dec 1, 1996

Keywords: Benchmarking; Customer satisfaction; Gap analysis; Quality improvement

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