In today’s business world of fierce competition, customers continually demand higher quality at lower prices and in a shorter time. To meet the actual demand, organisations have adopted different tools, techniques and strategies in order to improve their operational performance and strategic position.

This study, conducted by the Global Benchmarking Network, identified the current and future trend of business improvement tool use and clarified the critical success factors for benchmarking. The publication is the most comprehensive global study of benchmarking that has been yet undertaken. We’d like to thank all participants of the survey and all GBN members for their support and valuable input.

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