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Unit 9: Benchmarking
(d) Improved customer satisfaction Notes
(e) Improves competitiveness
(f) Enhances productivity
(g) Helps in thinking out of box
(h) Stimulates motivation among the employees
Self Assessment
Fill in the blanks:
12. Benchmarking is a/an …………………… tool.
13. …………………… improvement is the most important need for any organization to remain
competitive and to satisfy changing needs of customers.
14. …………………… can be used by an organization to determine whether it is able to meet
customer expectations.
9.5 Process of Benchmarking
There is no specific procedure for benchmarking and organizations can design their own method
of benchmarking and hence it may vary from organization to organization. But in general the
process of benchmarking may consist of the following steps as shown in the Figure 9.2.
The various steps of benchmarking process are explained below:
Figure 9.2: Process of Benchmarking
Deciding what to Benchmark?: Benchmarking can be applied to any business process or function
of the organization.
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