Performance statistics help companies determine where they stand vs. similarly situated organizations. The Benchmarking Report Center™ has group studies available.

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The Newsletter also contains information selected from more than 80 industry and process-focused associations containing:

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Studies from various associations include:

Customer Database Management
The American Gas Association (AGA) sponsored a benchmarking study in the area of Customer Database Management. Study topics include: Linking database direction to strategy; Technologies used in the process; Collecting the data; Identifying users and providing the data; Measuring database effectiveness; Identifying legal/ethical restrictions on data gathering; and Other customer database management issues.

Customer Satisfaction Management
The study reviewed the Customer Satisfaction Management process including research into:Objectives for the Customer Satisfaction Management process; Surveying Techniques commonly used (e.g., telephone, face-to-face, internal vs. external); Survey characteristics (e.g., frequency, segmentation/targeting, rating scales, geography); Mechanization of the Customer Satisfaction Management process (e.g., software, hardware, optical scanning technologies); Effectively using Database information to segment customer populations for Customer Satisfaction Management effectiveness; Linkage of customer satisfaction data to internal performance appraisal/improvement processes; Effectively evaluating satisfaction of competitors' customers; Using customer satisfaction data to predict future performance (earnings and market share); and Using survey results to drive change within the organization.

External Corporate Communications
Study topics include: Measures and key process indicators - including how companies measure success, specific areas of success achieved and communications standards and systems; Policies and procedures - including a focus on procedures in the area of crisis communications and confidentiality; Strategies - including coordination of regional and corporate/national efforts, Determining key messages, segmenting messages to different audiences, community relations, and messages from the chairman/president; and
Technology - including building and maintaining databases, electronic libraries, internet and intranet issues, and educating the target audience about technology/methodologies.

Utility Sales Force
Study topics include: Measures and key process objectives;Prospect identification; Sales call scheduling; Order taking techniques; Technologies to promote effectiveness; Recruiting and training practices; and Strategies for managing the Sales function.

Advertising Sales
A cooperative study to identify the best sales force processes at media companies. We researched areas such as: Measures and Key Process Objectives, Market Segmentation; Prospect Identification; Sales Support; and
Strategies for Managing the Sales Function; We looked at how organizations manage their sales force processes. And we reviewed the technologies used by organizations to promote effectiveness and support their operations.

Advertising, Billing & Collections
Participants were involved in the design of the study, so that we are sure
we are asking the questions that are important to their newspaper; Invited to attend site visits to best practices newspapers, so that you can hear first hand about how they have created high performance information systems organizations; and Invited to a readout/discussion session, so that questions about study results were answered.

Accounts Payable
We researched areas such as: Holding vs. Quickly Mailing Checks; New Types of Purchase Agreements: Linking to the Procurement Organization; Duplicate Payment Identification; and, Employing Technologies to Minimize Work.

Budgeting, Planning & Forecasting
We will research areas such as: Providing Systems And Data To Support The Budgeting,Planning and Forecasting Process, Minimizing The Number Of Rework Cycles Using Budgeting, Planning and Forecasting To Support
Strategic Objectives; A review of the ability of the system to capture data that
improves both operational and marketing performance. The review links senior management direction to budgeting, planning and forecasting results.

Capital Asset Management
A cooperative study to identify the best Capital Asset Management processes at media companies that looked into how newspapers manage their capital assets processes including insight into process alternatives such as: Organizing the capital asset process; Analysis of assets/Asset decisions; Systems and technologies in asset Management; Procurement/Investment recovery issues; Asset tagging; Asset write-off; Computer related assets

Financial Reporting
We researched areas such as: Closing Cycle Issues, A review of what newspapers do to close their books on a timely and efficient basis; Report Formats, A review of the types of reports produced in financial and circulation; Systems in Reporting, An understanding of how newspapers collect financial and circulation data in automated systems – what systems work the best;
Special Reports and Analyses, Understanding how newspapers support the
business processes by providing value added support to their operations;
Corporate, We looked at how organizations comply with the complex requirements placed on them by their corporate parents.

	Industry Focused Airline Airport Aerospace    • Six Sigma Automotive Banking Biotech Broadcasting Cable And Satellite Television    • Outage Communications Career Pathing Chemicals Computer Hardware Manufacturing Construction    • Heating, Ventilation, & Air Conditioning Defense    • Six Sigma Electric Utility    • Municipal & Rural Cooperative    • Nuclear Utility    • Outage Communications    • Generation    • Distribution    • Transmission    • Substation Maintenance    • Accounting & Finance    • Contact Center    • Customer Satisfaction    • Human Resources    • Information Systems    • Procurement & Supply Chain    • Shared Services    • Six Sigma    • Utility Managers Energy    • Systems & Technology Federal Credit Unions Financial Services Forest Products Gas    • Contact Center Government    • Federal, State, Municipal Finance Managers    • Corporate and Intergovernmental Security Alliance Government Performance Health Care Health Care Administrators Health Insurance Higher Education Hospitality HVAC Insurance Internet ISP Life Insurance    • Contact Center Lottery Commission Manufacturing Mass Transit Media Mining Mortgage Natural Gas    • Contact Center Newspapers Not For Profit Oil and Gas    • Contact Center Petrochemical Pharmaceutical Pharmaceutical Manufacturing Pharmaceutical Manufacturing Validation Retail Retention Satellite Television    • Outage Communications Securities Skills Replacement Software Sport Succession Planning Telecommunications    • Outage Communications Toll Road Authority Transportation Urban Mass Transit Utility Water Utility    • Contact Center    • Outage Communications Wireless Yellow Pages    Other Sites of Interest Benchmarking Books Benchmarking Careers Benchmarking Coordinators Benchmarking Database Benchmarking Newsletter Benchmarking Reports Benchmarking Roundtables Benchmarking Training Corporate and Intergovernmental Security Alliance Fast Track Benchmarking Knowledge Workers Productivity Forum benchmarking.cc Australia Belgium Canada Finland Germany India Ireland Japan Mexico New Zealand Spain United Kingdom United States	Process Focused 911 Call Center Abandoned Property Management Activity Based Costing Accounting and Finance Accounts Payable Agile Manufacturing Aging Workforce Management Application Development Application Maintenance Asset Management Asset Tracking B2B B2C Billing Process Management Brand Value Management Budgeting, Planning & Forecasting Capital Asset Management    • Hardware Asset Management    • Software Asset Management Capital Expenditures Capital Project Management Clinical Trials Standards Career Pathing Collections Complaint Handling Consumer Products Contact Center Contact Center Customer Satisfaction Contact Center Offshore Outsourcing Contract Management Corporate and Intergovernmental Security Corporate Communications Corporate Cost Reduction Corporate Governance Corporate Planning Corporate Printing Corporate Travel Credit & Collections Culture Integration Currency Strategy Customer Database Customer Intimacy Customer Profitability Customer Relations Strategies Customer Relationship Management Customer Satisfaction Customer Service Data Mining Desktop Support Disease Management Dispute Resolution Distribution & Logistics Disaster Preparedness & Recovery eCommerce E-mail Management Employee Development & Training Employee Profiling Employee Retention Employee Talent Development Enterprise Continuity Environmental Health & Safety Equal Employment Opportunity Executive Accountability Executive Development Extranet Facilities Facilities & Real Estate Federal, State, Municipal Finance Managers First Contact Resolution Fleet Management Global Organization Structure Help Desk Human Resources Information Systems Information Technology Architecture Information Technology Asset Management    • Hardware Asset Management    • Software Asset Management Information Technology Customer Satisfaction Information Technology Facilities Management Information Technology Financial Managers Information Technology Human Resources Information Technology Measurement Information Technology Offshore Outsourcing Information Technology Outsourcing Information Technology Procurement Information Technology Project Management Information Technology Security Information Technology Strategy Development Integrated Voice Response Intellectual Property Internal Auditing Internal I/T Customer Satisfaction Intranet Inventory Management ISO9000, QS9000, ISO14000 IVR Knowledge Management Knowledge Workers Lean Benchmarking Lean Manufacturing Management Development Manufacturing Technology Marketing Mergers Network Security New Service Development Occupational Health & Safety Offshore Outsourcing Order Management Outage Communications Outsourcing Outsourcing - 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Additional Benchmarking Sites Of Interest