Which of the following is NOT one of the six steps in the BPI process?

• A. Create Framework
• B. Identify Customers and Determine Needs
• C. Benchmark performance
• D. Implement the Redesign

Answer: (C)

Benchmark performance is not listed as a discrete step in this BPI framework because benchmarking is a measurement activity used within the process to gauge how current performance stacks up against targets or best practices. The six-step sequence focuses on establishing the approach (framework), understanding what customers need, and executing the redesign, with measurement being an ongoing activity rather than a standalone step. So while benchmarking informs the improvement effort, it’s not itself one of the six steps.