Abstract:
Purpose – The purpose of this paper is to provide a conceptual framework for conducting a
benchmarking visit/expedition.
Design/methodology/approach – Recent articles on the models of benchmarking are reviewed and
used to construct a seven-step benchmarking visit/expedition framework that is subsequently tested
by applying it to facilitate a benchmarking expedition for Dubai Holding Group (DHG) with United
Utilities, Bradford and Bingley and the Marriot Hotel, all of the UK.
Findings – The paper finds that good planning and execution of the benchmarking visit are
essential. How the visit is conducted influences favourably/unfavourably the outcomes of the
visit/expedition. Capturing meaningful learning of best practices required a purpose-focused
approach/framework to guide gathering, documenting and prioritising best practice evidences. The
suggested 7-Steps framework, when applied, focuses actions towards realising and reaping the full
potential of such visits/expeditions. The 7-Steps model enabled DHG to exhaustively collect, document
and prioritise best practice actions from the three benchmarking partners thereby rendering the
expeditions a success.
Practical implications – The success of a benchmarking visit’s/expedition’s outcome is contingent
on the planning and training undertaken prior to the visit/expedition, how the visit itself is conducted
and crucially, the usability and reliability of data and evidence gathered. Poor execution of a
benchmarking visit even with good planning inevitably yields poor results and vice versa.
Originality/value – The paper contributes to knowledge by closing a knowledge gap and providing
a framework that enables user organisations to fully realise the benefits of a benchmarking
visit/expedition.
