6 Benchmarking

This chapter introduces benchmarking as a multifaceted concept based on action-oriented approach that goes beyond the simple study of a process or the search for a performance measure; through the measurement, analysis, and comparison with the best internal or external references benchmarking encourages the organization to identify areas for improvement and activate the corresponding actions. The experiences of the last 30 years brought out different types of benchmarking, defined and used in relation to the different dimensions of analysis and objectives of a benchmarking project. The analysis provides guidelines for the understanding and implementation of a benchmarking project, and emphasizes that there are no formal rules to identify the most suitable configuration of all, but different business objectives simply pave the way for methods and structures more consistent with the expected results.