Abstract
Abstract: Benchmarking is driven by the trends toward continuous improvement and quality control and facilitates the identification of best practices imported and adapted by organizations that wish to improve performance. This article describes the benchmarking process illustrated by a case study. Its main contribution lies in its attention to the approach and the effort to clarify the objective of the study and identify relevant performance indicators. Finally, it offers an opportunity to reflect on a current preoccupation in evaluation literature: the impact of organizational context on the evaluation process.
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