Abstract:

Benchmarking is a quality management process which provide the opportunity to businesses, institutions and organizations to develop selfexamining with best practices in the industry. As a driving force benchmarking bring change to managed and thus enabling continuous improvement and quality.  In the literature of business administration the notion of benchmarking would be defined as comparison of the services in the field of public management. In the local authorities, a process about feasibility of benchmarking consist four levels and nine steps was produced. This process was sustained through interviews with quality management agents in the municipality according to answer-question technique. At the end of the work, the municipality uses strategic benchmarking according to point of focus, functional benchmarking according to chosen partner since 2003. These works are functioned by including strategic planning process in quality management system.  

Keywords: