Bristol Tennessee Essential Services (BTES), a US utilities plus company and 2017 Baldrige National Quality Award recipient, was committed to benchmarking as a way to support operational and strategic decision making and innovation. BTES selected, collected and used three types of comparative data: within BTES; within the industry; and outside the industry. Each department was…

BPIR Categories

14.2.2 Benchmark performance measures with noncompetitors
14.2.3 Benchmark performance measures against competitors

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