Prior‐Smith, Karen; Perrin, Mary - In: Business Process Re-engineering & Management Journal 2 (1996) 1, pp. 7-25
Documents Hewlett‐Packard’s (HP’s) systematic approach to benchmarking, as an integral part of its total quality system. Describes the organization’s IMPACT project which was born out of corporate priorities to find specific ways and means of improving customer satisfaction after a...