A benchmark process for measuring consumer perceptions of total quality
Noel Mark Noël
University of South Florida
Introduction
Benchmarking is a systematic and continuous process for measuring products, services or practices against those of the competition so as to gain information to improve performance (APQC 1993). Benchmarking is a standard by which others may be measured over time, and is critical to management performance and effectiveness. It is rated as one of the most applied and favoured tools of strategic management (Rigby 2001). A substantial amount of literature is devoted to the benchmarking of management processes, including total quality management...