A model for internal benchmarking: when and how?

Purpose – To determine the criteria for internal benchmarking candidate processes. Using those criteria, to develop a decision flowchart to employ internal or external benchmarking. To then propose a framework for implementing internal benchmarking in an organization. Finally, to use a case study to apply both the Decision Flowchart and the proposed implementation framework. Design/methodology/approach – The method is theoretical framework design supported by a case study. Findings – The development of a practical flowchart and framework is achieved. This is successfully used in improving a business process thorough an actual case study. Research limitations/implications – The information is limited to situations where quality programs including benchmarking are used or anticipated. Information is drawn from a single successful case study and existing literature. Practical implications – Provides a practical prescriptive approach for identifying and applying the quality tool of benchmarking to internal processes. Originality/value – This provides a new method of evaluating processes for improvement based on the availability of internal knowledge. No such flowchart has been proposed to date. It should be of use to both practitioners and academics by offering a step‐by‐step approach to improving their business processes and profitability.