In 1997, Kelly Services' engineering department wanted to improve its processes to better meet the needs of its customers. It sought organisations with similar industrial engineering functions as benchmarking participants through the internet, journals, classified ads, industry competitors, Baldrige Quality Award winners, and the local IIE chapter (visit It collected data from them through questionnaires, telephone interviews, and personal site tours. The results reveal...

BPIR Categories

14.2.4 Conduct best practice/ process benchmarking
14.1.3 Set performance targets.

Unlock this article and 10,000+ more

To get the most out of our extensive resources, please login or become a member below.