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 The purpose of this change was to identify and abandon outdated rules and fundamental assumptions and act as if it were creating a new company more in tune with the needs of today's customers.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

Question

Quizplus · Accepted Answer

GTE was using the concept of reengineering, which involves identifying and abandoning outdated rules and assumptions and redesigning processes from scratch to create a more efficient and customer-centric organization. The creation of customer care centers is a prime example of this approach.

GTE Modified Its Telephone Operations by Creating "Customer Care Centres