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Business Process Management: Profiting From Process by Roger T. Burlton

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Benchmarking Processes and Trends

This step discovers what others have done to improve performance in the process of interest. The renewal team searches for solution ideas to remedy the gaps discovered in the Understand phase and creates new ideas based on innovative insights gleaned from others.

Techniques

The three techniques that best support the gathering of information in this step are

  • Interviewing

  • Focus groups

  • Business practices benchmarking

Lessons Learned

To discover benchmarking trends, search the business section of newspapers, professional publications, and books on business and process change; attend conferences and professional associations; and consult with industry experts. Many organizations are members of benchmarking organizations, ...

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