The Benchmarking Book

PART I: What is Benchmarking?
1. What is Benchmarking?
2. Methods of Benchmarking

PART II: The Benchmarking Process
Phase 1 - Internal Preparation
3. Selecting a Project and Commissioning a Team
4. The Team Begins Work
5. Identifying and Selecting Benchmarking Participants
6. Metrics and Data
7. Normalization: How to compare apples with pears
8. How to Identify Benchmarking Metrics
9. Reviewing and Finalizing Metrics
10. The Importance of Operational Definitions and How to Create Them
11. Finalizing the Project Plan and Gaining Management Support
12. Inviting and Working with Participants

Phase 2 - Benchmarking Performances
13. Effective Acquisition of Complete Accurate Data
14. Turning Data into Recommendations
15. Finalizing the Report and Other Deliverables

Phase 3 - Improving Performance
16. From Report to Improvement
17. Beyond the Numbers: Gathering Information from Participants
18. Implementation Considerations
19. Copying with Understanding

PART III: Managerial and Organizational Aspects of Benchmarking
20. Management Roles and Responsibilities
21. An Introduction to Legal Issues and Working with Consultants

PART IV: Case Studies
22. Benchmarking IT at Citigroup
23. The Drilling Peformance Review - The Evolution of a Benchmarking Club
24. Benchmarking Local Goverment Services
25. The Best Practice Club

Bibliography