Operations: Two industry veterans share their insights on using Benchmarks & Best Practices

The No. 1 thing people should do is identify the general areas to focus on for improvement, to either improve customer service and productivity or to reduce costs. A basic tenet of benchmarking is this: You can’t improve something if you haven’t measured it.

Kislik: When most practitioners

see surveys of what businesses are doing, they don’t fully consider the comparability issue.