Benchmarking: Lessons Learnt

• 29/09/2015

Benchmarking —comparing your own results with those of others—has the potential to reveal areas in which your unit could improve. However, there are pitfalls you should be aware of. When he was the CEO of Xerox Corporation, David T. Kearns stated, “Quality improvement can’t be measured in a meaningful way against standards of your own internal devising” (Kearns 1990). This sentence captures...