Benchmarking and gap analysis: what is the next milestone?
Benchmarking for Quality Management & Technology
ISSN: 1351-3036
Article publication date: 1 December 1996
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.
Keywords
Citation
Balm, G.J. (1996), "Benchmarking and gap analysis: what is the next milestone?", Benchmarking for Quality Management & Technology, Vol. 3 No. 4, pp. 28-33. https://doi.org/10.1108/14635779610153345
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited