A 1999 study of the 447 service industry participants of a two-year benchmarking project (1996-1998) centred around organisations in the North-East of England, looked at the differences in practices between those classified in the study as relatively weak and those classified as relatively strong(these included world class organisations). Organisations were scored on their performance under three groups of measures; Senior Management commitment and leadership, Employee related Practices, and Ope...

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