Employees at the bank are already trained to be polite and eager to serve the customers. The bank has been able to identify several other features that are important to their customers: timeless, accuracy, immediate service, knowledge, courtesy, convenience, and accessibility. The bank is considering benchmarking as a way to determine how they can improve. The following are some questions they must seek answers to:

a. Which of the four types of benchmarking would be appropriate in this situation? Why?

b. Describe the benchmarking steps that the back should take. What should happen during each step?

c. Describe at least three measures of performance or indicators of viability that would be appropriate for the bank to investigate. Why did you choose each of these?

d. Against whom should the bank benchmark?

e. After obtaining the benchmarked information, what should the bank do with it?