A questionnaire was mailed to 452 randomly selected service organisation from the "Sales Scan" database (of Australian business) on the basis of sales revenue exceeding $A20 million and/or more than 100 employees. 105 replies were received (23.5%) and 85 of them were useable (18.8%). The results revealed that 17.2% of respondents practised benchmarking.

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14.2.1 Develop benchmarking capabilities

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