Design/methodology/approach – Chooses a two-part qualitative approach. First, summarizes the results of a benchmarking study that was conducted by a consortium of 12 multinational companies. During the benchmarking process 120 questionnaires were distributed, ten phone-based interviews were conducted, and finally five successful practice companies were selected and analyzed in detail. Second, draws together the success factors identified in the benchmarking study and maps them against the successful practice companies.