What is benchmarking in general?

Benchmarking in quality is the process of comparing your organization's processes, products, or services with industry best practices or standards. The goal is to identify quality gaps and determine areas for improvement.

Key aspects of benchmarking:

• Collecting and analyzing performance and quality data.
• Comparing with competitors or benchmark companies.
• Identifying best practices that can be adapted.
• Implementing changes to improve quality and efficiency.

For example, a company may compare its support service response time with market leaders and improve its customer service processes based on this.