... of this paper is to propose a dynamic customer‐driven benchmarking approach that captures changes in customer perceptions and expectations and subsequent changes in service standards set by experienced customers as best practice. Design/methodology/approach This paper is based on examining the current...

... of these entities and the interaction between them. Harbours Ships Benchmarking Customers Strategic management Within the framework of importance, which the concept of Total Quality has acquired at company level, benchmarking has emerged recently as an effective tool for quality implementation...

...Ramona Kay Michael; Victor E. Sower; Jaideep Motwani Based on an extensive review of literature on total quality management (TQM) in higher education, proposes a specific definition of “customer” and develops a comprehensive TQM model that comprises eight steps. The definition of “customer...