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    Developing and Managing a Benchmarking Study

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    Describe the five-step process for developing and managing a benchmarking study and comment on how you would use one of the steps by including an example.

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    The five steps involved in developing and managing a benchmarking study include planning, identifying the target organization or group, data collection, analysis of data, and making recommendations (as well as possibly implementing those recommendations).

    Data collection must involve the use of measures that accurately reflect performance metrics of interest. A benchmarking study that investigates performance of phone customer service representatives would likely involve metrics such as timeliness in solving an issue, and the level of ...

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    The expert examines developing a managing a benchmarking study.