Robert C. Camp's best-selling book, "Benchmarking", served as the premier resource on measuring corporate performance. Now, his newest title, "Business Process Benchmarking", provides the most up-to-date information to show readers how to conduct successful benchmarking projects. Readers will discover how to: use Camp's renowned 10-step benchmarking process to achieve peak performance; analyze the performance gap and ensure that every employee contributes toward enhanced corporate performance; train employees to use benchmarking tools to maximize the company's results.

Section 1: the process. Benchmarking update -- What to benchmark -- Whom to benchmark -- Data collection -- Analyze the performance gap / Section 2: the leadership and management of benchmarking. Benchmarking leadership and management process -- Training -- Managers' resource guide -- The future of benchmarking / Section 3: the case studies. Materials only differentiated service at AT&T -- Housekeeping system cycle time reduction at the Ritz-Carlton Hotel Company -- Coolant management at Texas Instruments -- Supply chain management at Xerox Corporation -- Employee recognition programs at Westinghouse Savannah River Company -- Benchmarking the customer satisfaction management process at IBM-Rochester / Appendices. A: benchmarking bibliography -- B: the best-of-the-best companies -- C: benchmarking case histories -- D: how to find information -- E: process classification scheme -- F: process inspection checklist -- G: roles and responsibilities.