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Benchmarking: achieving best value in public-sector organisations

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Abstract:

Given the emphasis in today's environment on customer focus, stakeholders' interests, public-sector organisational performance and other methods of assessment are employed to address issues in the new public management and prevailing managerialism in measurement of public-sector organisations around the world. Therefore, many public-sector organisations have been encouraged to implement benchmarking as one way of satisfying the government's requirement that public organisations provide best-value services. In order to achieve best-value services in public-sector organisations, benchmarking is considered to be a vital management tool and benchmarking has been used widely in private-sector organisations. This paper focuses on providing a critical view of benchmarking to provide best-value services to taxpayers and local businesses. The paper emphasises that, in order for benchmarking to be successful in public-sector organisations, it is important to have a full commitment to continuous improvement, an ability to learn from others, and a commitment to implement improvement.

Keywords: Benchmarking; Government agencies; Learning; Public sector; Quality; Value

Document Type: Research Article

DOI: https://doi.org/10.1108/14635770310477780

Publication date: 2003-06-01

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