Contents
1 Rank Xerox: where the benchmarking story started
2 The strategic application of benchmarking for best practice: a prioritization tool
4 The ethics of benchmarking: how to handle secrecy and sensitive issues
5 The value of industrial visits
6 The value of benchmarking awards
7 The process of benchmarking in practice
8 The diversity of benchmarking: examples of best practice
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