SELECTED BIBLIOGRAPHY

Balm, G.J., Benchmarking: A Practitioner's Guide for Becoming and Staying Best of the Best , Quality & Productivity Management Association, Schaumburg, IL, 1992 .

Barnes, B., Squeeze Play: Satisfaction Programs Are Key for Manufacturers Caught Between Declining and Increasing Raw Material Costs, Quirk's Marketing Research Review , Oct. 2001 , pp. 44 “47.

Bosomworth, C., The Executive Benchmarking Guidebook , Management Roundtable, Boston, MA, 1993 .

Boxsvell, R.J., Jr., Benchmarking for Competitive Advantage , McGraw-Hill, New York, 1994 .

Camp, R., Business Process Benchmarking: Finding and Implementing Best Practices , ASQC Quality Press, Milwaukee, WI, 1995 .

Chang, R.Y. and Kelly, P.K., Improving through Benchmarking , Richard Chang Associates, Publications Division, Irvine, CA, 1994 .

Karlof, B. and Ostblom, S., Benchmarking: A Signpost to Excellence in Quality and Productivity , John Wiley & Sons, New York, 1993 .

Lewis, S., Cleaning Up: Ongoing Satisfaction Measurement Adds to Japanese Janitorial Firm's Bottom Line, Quirk's Marketing Research Review , Oct 2001 , pp. 20 “21, 68 “70.