00748nam a2200145Ia 4500 20260716043413.0 LRC 12.04.01 B457 Serritella, Sue Benchmarking : focus on world-class practices AT&T Quality Steering Committee [S.l.]US 1992 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 M B457 LRC 46558 46558