Serritella, Sue creator text S.l.]US AT&T Quality Steering Committee 1992 monographic xiv, 126 p. Defines 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. 1/31/01 TESSA_H LRC 12.04.01 B457