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 The purpose of this change was to identify and abandon outdated rules and fundamental assumptions and act as if it were creating a new company more in tune with the needs of today's customers.GTE was using which business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

Question

Quizplus · Accepted Answer

GTE is using reengineering, which involves fundamentally rethinking and redesigning the organization's processes to improve efficiency and effectiveness. The creation of customer care centers indicates that GTE is starting from scratch to better meet the needs of its customers. The other options (operations research, quality improvement, and operational control) do not fully capture the scope and intent of GTE's approach.

GTE Modified Its Telephone Operations by Creating "Customer Care Centers