| dc.description.abstract | Financial institutions including commercial banks have since the mid 1980s and 1990s
adopted continuous improvement techniques such as benchmarking to build
organizations that are internally and externally geared towards building efficiency in the
industry. Benchmarking has been described as among the easiest to implement requiring
few resources and delivering superior value. This paper sought to investigate whether
commercial banks in Kenya benchmark, and if they do, in what specific areas of their
operations, evaluate the success as well as the challenges they encounter in their quest to
benchmark.
Primary data was collected using a questionnaire, designed to be completed by
respondents in the commercial banks. The data was then checked for completeness and
analyzed using descriptive statistics.
The survey reveals that indeed most commercial banks benchmark and management
support is critical for its success. Secondly, most institutions chose benchmarking
partners from those in the same industry or line of trade.
The paper concludes by a confirmation that benchmarking has had a tremendous effect in
improving the operations of many firms and will continue to play a critical role in their
success going into the future | en |
