8.8. Using the Findings

When the benchmarking study shows a negative gap in performance, the objective is to change the process to close the gap.

If a change is not the result, the process has been a waste of time.

Two groups must adopt the change:

• The process owners

• The upper management

• Process owners may be inclined to disbelieve or discount the findings, particularly if the gap is large.

• Process changes are likely to effect upstream and downstream operations as well as suppliers and customers.

8.9. Basic Criticisms of Benchmarking

Benchmarking is not a cure/remedy. It is not a strategy, nor it is implemented to be a business philosophy.

Benchmarking is not a substitute for innovation, it is a source of ideas from outside the organization.