Benchmarking: Ugly Truths and Unpredictable Outcomes
http://www.sinicom.com/Sub%20Pages/pubs/articles/article02.htm

Sinickas, Angela D.
Sinickas Communications
2000

Abstract:

A walk through a benchmarking project, sharing some of the behind-the-scenes stories of benchmarking gone right, and gone wrong. So, here they are, complete with tales of terror, moments of madness and even some back-room horse-trading.