Wollongong City Council (WCC) in New South Wales, serves an urban coastal community of 180,000 people some 80 kilometres south of Sydney. WCC won the 1994 Australian Quality Council awards. In 1995 it introduced benchmarking initiatives, one notable example was in library services where a benchmarking team compared the returning processes of library books against…

BPIR Categories

14.2.1 Develop benchmarking capabilities
6.4.1 Improve process/service performance

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