Benchmarking, correctly done, can cure weaknesses in a company's operations. Incorrectly done, it can undermine an organisation's position in the market place.

Customer satisfaction is becoming an important part of the culture of many organisations. It involves better understanding of services provided by an organisation from the customers' perspective. In addition, it provides for better understanding of expectations of customers and the extent to which an organisation is satisfying its customers.

The intent of this paper is to suggest a method for answering this question: Can we measure the value employees add to the organisation? We know they add value-they make the work of the organisation happen. But can we determine that value beyond the simple exchange of pay for work?

Directors have an obligation to shareholders and the CEO to evaluate the performance of the chief executive officer. Ideally, the CEO's performance in both management and financial matters should be evaluated each year, and should be discussed with the CEO by the board or a spokesperson who is adirector.