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 effective
A) Environmental dynamism.
B) Benchmarking.
C) Strategic maneuvering.
D) Cooperative action.
E) Forecasting.

Question

Quizplus · Accepted Answer

Benchmarking means identifying the best-in-class performance by a company in a given area, say, product development or customer service, and then comparing your processes to theirs.

To Improve Customer Service in Its Overseas Call Center, Jansen