...Henry H. Bi Purpose A product or service usually has multiple measurable characteristics, and its performance on different measures may vary and may change over time. Multi-criterion and multi-period performance benchmarking presents a challenge for management to determine performance gaps among...

...Anne M. Smith The adoption of benchmarking techniques has increased over recent years, yet service organisations have been relatively reluctant to adopt the practice. It is widely acknowledged that elements of “service quality” play a key role in the performance and competitiveness of service...

..., and a reluctance by pathology managers to delegate ownership for ongoing quality improvement or to take responsibility for quality improvement issues such as waste reduction and cost improvement. Concludes with a set of recommendations geared towards helping managers of pathology services to deal with issues...