Abstract
This article describes an internal benchmarking process developed and used by the Marshfield Clinic targeting the interface between productivity and service quality. The benchmarking first identified "better performing" physicians using production and service quality measures as benchmarks. This was followed by detailed interviews of "better performers" to discover their "best practices." Based on an analysis of the "best practices" information, a physician curriculum was designed and implemented to improve service quality and provider productivity. Optimal strategies for successful programs are discussed and, finally, recommendations for future research are identified.