Midstate Industries is a retail clothing store. Marilyn Mounds knows that customer satisfaction is key to the success of her store. Indicate by placing an X in the appropriate column whether the following measures are leading or lagging and qualitative or quantitative. Each item may classify as more than one measure.

10 points

	Leading	Lagging	Qualitative	Quantitative
Attractive display of clothing items
Dollars invested in display cases
Overtime pay during sale days
Quality of clothing
Earnings per share
Number of returns
Employee turnover
Net income
Customer satisfaction survey response
Training time for new employees

Answer the following questions related to benchmarking:

What is benchmarking?

What is a best practice?

What are the five items on which benchmarking is focused?