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

Question

Quizplus · Accepted Answer

Benchmarking refers to the process of comparing an organization's practices and technologies with those of other companies. To accomplish this, a benchmarking team would collect information on its own company's operations and those of the other firm to determine gaps.

To Improve Customer Service in Its Overseas Call Center, Bolt