Table 2.

Benchmarking process employed per multiple case study

Benchmark activity	Spendolini	Case 1: CCC	Case 2: CDU	Case 3: Radiotherapy
1. Determine what to benchmark	+	+	+	+
2. Form a benchmarking team	+	+	+	+
3. Choose benchmarking partners	+	+	+	+
4. Define and verify the main characteristics of the partners	-	-	+	+
5. Identify stakeholders	-	-	-	+
6. Construct a framework to structure the indicators	-	+	+	+
7. Develop relevant and comparable indicators	-	+	+	+
8. Stakeholders select indicators	-	+	+	+
9. Measure the set of performance indicators	-	+	+	+
10. Analyse performance differences	+	+	+	+
11. Take action: results were presented in a report and recommendations were given	+	+	-	+
12. Develop improvement plans	-	-	+	-
13. Implement the improvement plans	-	-	+	-
14. Evaluation of the implementation	-	-	+	-

+ = used in benchmarking case study

- = not used in benchmarking case study