Breaks new ground by showing how to apply benchmarking techniques typically used successfully in line positions in manufacturing environments to measure the added value of staff. Shows how to plan and execute a benchmarking project that clearly demonstrates the vital, measurable role staff departments play in contributing to quality, productivity, and service in organizations. Unveils a unique and powerful tool: a dynamic process for making continuous progress toward quality and service to the customer and, ultimately, the success of the organization.
