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Should you benchmark world class, direct companies or both?: Benchmarking and Competitive Intelligence

Summary: World class / Industry best
Key benchmarking considerations: Getting the right information
Benchmarking to improve internal service
Competitive intelligence (CI) defined & Obtaining CI information
The K Company example
What you can expect to get from interviews, site-visits and secondary research
Transferability issues

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  • Topics: Benchmarking
  • Keywords: Benchmarking
  • Author: McGonagle, John J., Jr.
  • Journal: Journal for Quality and Participation