Benchmarking

InterClean, Inc. is in the cleaning industry that has developed a new service focus due to changes in the industry. The merger of two competing companies (InterClean, Inc. and EnviroTech, Inc.) where InterClean, Inc. purchased EnviroTech, Inc. and wanted to change from a company who just sells products to a company which provides complete turn-key solutions for their clients. InterClean, Inc. wants to expand globally and domestically. “For InterClean, Inc., a major player on the sanitation scene, future profitability hinges on fulfilling this emerging need. Currently, the sales force excels at demonstrating and selling product, but under the newly proposed solutions/service model, representatives will be grouped into multi-functional teams prepared to support InterCleanвЂ?s high-quality products with high-quality service. They’ll be instructed in development of full-range service packages tailored to individual accounts. They’ll be trained to engage directly with facilities managers, health care professionals, and operational executives in their customers' organizations. And this will all happen in 90 to 180 days, when a marketing blitz announces the launch of InterClean’s new service focus.” (InterClean Scenario)

The merger with InterClean and EnviroTech, InterClean is facing several issues, because both companies have different corporate cultures, policies and procedures, and values as an organization. Also, their main focus is how to improve customer service satisfaction with this merger and acquisition. In order for both companies to have a successful merger they need to benchmark other companies with similar issues their facing. Benchmarking is the process of measuring an organization's internal processes then identifying, understanding, and adapting outstanding practices from other organizations. For InterClean to have a better understanding of how mergers work and what