TY  - BOOK
AU  - Serritella, Sue
TI  - Benchmarking : focus on world-class practices
PY  - 1992///
CY  - [S.l.]US
PB  - AT&T Quality Steering Committee
N2  - 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
ER  -