Benchmarking questionnaire

In 1991, IBM-Rochester, winner of the 1990 Baldrige Award, determined that for a 1% increase in their Customer Satisfaction improvement, their revenue would increase by US$257M over 5 years. They also put together a formal checklist of important questions for assessing potential Benchmarking partners. One of the survey questions asked was whether Customer Satisfaction value was quantified in any way in relation to the company....