Improving Through Benchmarking

RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonald's. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California.

• 1. Introduction 1 2. Benchmarking: An Overview 53. The Seven-step Benchmarking Model 134. Benchmarking: A Practical Example 175. Step One: Identify What to Benchmark 216. Step Two: Determine What to Measure 357. Step Three: Identify Who to Benchmark 478. Step Four: Collect the Data 559. Step Five: Analyze Data and Determine Gap 6710. Step Six: Set Goals and Develop an Action Plan 7511. Step Seven: Monitor the Process 8512. Summary 97Appendix 101