To improve customer service in its overseas call center, Bell Software decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Bumblebee Software 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 Bumblebee into Bell. This illustrates
A)environmental dynamism.
B)benchmarking.
C)strategic maneuvering.
D)cooperative action.
E)forecasting.

Question

Quizplus · Accepted Answer

This scenario describes the process of benchmarking, which involves comparing an organization's practices to those of competitors or other successful organizations and identifying opportunities for improvement. Bell Software conducted research on Bumblebee Software Inc. and determined how to incorporate their successful practices into their own call center.

To Improve Customer Service in Its Overseas Call Center, Bell