00661nam a2200109Ia 4500080002200000100002000022245005000042260005200092300001600144520037000160583002100530  aLRC 12.04.01 B457  aSerritella, Sue  aBenchmarking : focus on world-class practices  bAT&T Quality Steering Committeea[S.l.]USc1992  axiv, 126 p.  aDefines benchmarking and describes its role in the context of process management.  Presents a nine-step benchmarking process and provides a process summary chart showing the inputs, outputs, and check point activities required for each step in the process.  Includes ethical and competitive guidelines; sample letters; and benchmarking case studies in the appendix.  c1/31/01kTESSA_H