Benchmarking for Quality Management & Technology: Volume 5 Issue 2

Benchmarking process formalization and a case study

Gülçin Büyüközkan, Jean‐Luc Maire

Aims to formalize the benchmarking process by proposing methods and tools for the steps of the process. Focuses on the first two phases of the benchmarking process: measurement…

Benchmarking and credit risk management in financial services

John Whymark

Notes the continued popularity of benchmarking despite the falling interest in other major management “revolutions”. Further points out that benchmarking is more prevalent in the…

Benchmarking at TNT Express

Mohamed Zairi

Focuses on TNT Express (UK), part of the worldwide transportation group. Notes that TNT was joint winner of the inaugural 1994 UK Quality Award. Considers the role of quality at…