GTE modified its telephone operations by creating "customer care centers." The purpose of this change was to identify and abandon outdated rules and fundamental assumptions and act as if it were creating a new company more in line with the needs of today's customers.GTE was using a new concept in business called:
A)operations research
B)reengineering
C)quality improvement
D)operational control
E)management by objectives

Question

Quizplus · Accepted Answer

Reengineering involves rethinking and radical redesign of business processes to achieve dramatic improvements in critical measures of performance such as cost, service, and speed. GTE's approach of creating "customer care centers" to meet modern customer needs aligns with the concept of reengineering, as it implies a fundamental rethinking of how the business operates.

GTE Modified Its Telephone Operations by Creating "Customer Care Centers