Beyond comparisons—the role for the operational researcher in benchmarking

Abstract

This paper explores the possible roles for the operational researcher in best practice benchmarking. It describes the range of activities which are carried out in the name of benchmarking, locates this approach in the broader context of performance improvement, and notes some critical concerns including the need to adopt a contingency approach to performance improvement. The paper concludes by encouraging operational researchers to contribute their professional skills to enhance the effectiveness of benchmarking.