公職◆公共管理題庫下載題庫

坊間參考書有兩種版本如下：（建議背第一版，原著就是這樣寫）

一、psoaa→規劃（plan）、探尋或研究（search）、觀察（observe）、分析（analysis）、適用（adapt）

二、pfcai→規劃（plan）、探尋（find）、蒐集資訊（collect）、分析（analyze）、改善（improve）

Andersen and Pettersen have divided benchmarking model into 5 steps. Plan is the most important process that will bring benchmarking to be successful and effective and get the good implementation. Search is the step to find the best comparative companies. An activity required in this step is to define the criteria for selecting potential comparative companies. Observe: the purpose of observing is to define and understand the performance process of the comparative companies to improve performance process in your own company. Analyses: to determine the gap of the process and analyze the problems that cause the gap and discuss the results of the data obtained to develop performance process, and Adapt: to improve operating process is necessity in comparable performance.