9.2.2—Benchmarking

Benchmarking compares a process or outcome with a reference such as a competitor, industry standard or internal best practice. The purpose is to identify a gap and learn what may close it.

Measures need the same definitions, context and time period. A benchmark can reveal a question, but causes still need diagnosis before action.

A hotel comparing room turnaround can investigate staffing, layout and booking patterns rather than simply impose another hotel’s target.

A higher benchmark is not automatically appropriate; copying a number without the underlying process can damage quality or fit.