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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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10.4. Developing Your Questionnaire

A key element of the benchmarking process is the questionnaire. Properly constructed, it will provide a guide to efficiently capturing the data necessary to validate the service delivery direction and leverage off of existing knowledge and expertise.

10.4.1. Structure Queries Appropriately

Asking questions about services that you are not permitted to offer or that can be answered with a yes or no response will yield very marginal results. In addition to specific service-focused questions, open-ended questions such as, "If you could change any part of your service delivery arena, what would it be and why?" should be sprinkled throughout the site visit.

A team approach to site visits is an excellent method ...

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