To improve customer service in its overseas call center,Jansen Electronics decided to investigate the call center practices of competing companies.The team discovered that a smaller company,Gorilla Devices Inc. ,seemed to have outstanding customer service.The team then determined differences between the organizations and developed a plan to incorporate the best elements of Gorilla into Jansen.This illustrates _____.
A) environmental dynamism
B) benchmarking
C) strategic maneuvering
D) cooperative action
E) forecasting

Question

Quizplus · Accepted Answer

The scenario describes the process of benchmarking, which involves observing and comparing the practices of other organizations with the goal of identifying areas for improvement and adopting best practices.

To Improve Customer Service in Its Overseas Call Center,Jansen Electronics