Benchmarking -
Past, Present and Future
An annual report: January 2002 edition

Top-10 Benchmarked Business Processes
Each year The Benchmarking Exchange (TBE) reports on the most actively benchmarked business processes. The information is collected from thousands of TBE members and ranked by the most benchmarked process for the most recent twelve months. The purpose of the annual ranking is to show what business processes are being focused on the most and to provide a bit of insight as to what to expect in the coming year. The top-10 Business Processes shown are among hundreds of business processes and sub-processes tracked in TBE's Posting Board(sm) database.

Business Process

Ranking

Customer Service / Satisfaction

1

Information Systems / Technology

2

Employee Development / Training

3

Process Improvement / Management

4

Call Centers / Help Desks

5

Performance Measurement / Improvement

6

Employee Recruiting / Staffing

7

Manufacturing / Assembly

8

Human Resources

9

Project Management

10

TOP-10 Benchmarking Organizations
A new addition to this report is the Top-10 Benchmarking Organizations. This is a ranking of organizations that are heavily engaged in benchmarking. These member companies have implemented internal benchmarking methodologies to support their entire organizations' efforts to improve their products and services for both internal and external Customers. These organizations live and breathe improvement.

Organization

Ranking

Bank of America

1

American Express

2

U. S. Army

3

Xerox

4

TRW

5

Eastman Kodak

6

U.S. Department of Veterans Affairs

7

Ford Motor Company

8

U. S. Internal Revenue Service

9

Saudi Aramco

10

This summary has been provided by The Benchmarking Exchange (TBE). A more indepth report can be found online in the TBE Member section. TBE is a subscription-based information and networking service available via the Internet, dedicated to supporting the Benchmarking and Process Improvement communities. TBE was created in 1991 in response for a need for organizations to effectively share and learn from each other's experiences in business management. TBE is participated by thousands of subscribers from some of the world's leading quality associations, government agencies, and small to large size corporations from over 100 countries. For additional information regarding TBE services such as Self-Assessor, Surveyor, Process Improvement Management System, and BenchNet, please visit our web site at http://www.benchnet.com or contact: The Benchmarking Exchange, 437 Coates Drive, Aptos, California, 95003.

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