Chapter . Achieving World-Class Performance

Since its successful implementation at Xerox Corporation in 1979, the concept of benchmarking has become a crucial tool in the essential task of forging competitive advantage. And for a good reason: it works. Aspiring to the performance levels of world-class organizations has allowed companies, public sector agencies, and not-for-profit organizations alike to improve their performance, effectiveness, and financial stability.

It's a simple idea, really. First, you evaluate your own operations, products, or services. Second, you identify weaknesses, that is to say, whatever holds your organization back from achieving its goals or any other function having been identified as needing improvement. The next ...

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