Benchmarking: Ugly truths and unpredictable outcomes

This article was originally published in Journal of Employee Communication Management, Sept/Oct 2000. Ragan Communications, Chicago, IL (2000).

Benchmarking is orderly and scientific, although benchmarking projects are anything but. Veteran consultant Angela Sinickas takes us on several benchmarking roller coasters she’s ridden in pursuit of accurate research and measurement, and shares some of the rewards of a job well done.