What is Benchmarking -- Methods of Benchmarking -- The Benchmarking process: internal preparation -- Selecting a project and commissioning the team -- The team begins work: begins work: honing the project charter -- Identifying and selecting benchmarking participants -- Metrics and data -- Normalization: how to compare apples with pears -- How to identify benchmarking metrics -- Reviewing and finalizing metrics -- The importance of operational definitions and how to create them -- Finalizing the project plan and gaining management support -- Inviting and working with participants -- The benchmarking process-Benchmarking performances -- Turning data into recommendations: data analysis -- Finalizing the report and other deliverables -- The Benchmarking process-improving performance -- From report to improvement: preparing for improvement -- Beyond the numbers: Gathering information from participants -- Implementation considerations -- Copying without understanding: a risk too far -- Managerial and organizational aspects of Benchmarking -- Management roles and responsibilities -- An introduction to legal issues and working with consultants -- Case studies -- Benchmarking IT at citigroup -- The drilling performance review-the evolution of a Benchmarking club -- Benchmarking local government services -- The best practice club

1. Total quality management