In an attempt to improve customer service, Tailpin Toys decided to assign a team to investigate the kinds of services offered by competing companies. The team discovered that a smaller company, Nuance Games, seemed to have outstanding customer service. The team then determined the major differences between the two companies and developed a plan to incorporate the best elements of Nuance Games into Tailpin Toys. Which of the following does this illustrate?

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 with theirs.

In an Attempt to Improve Customer Service, Tailpin Toys Decided