GTE Modified Its Telephone Operations by Creating "Customer Care Centers

question 148

Multiple Choice

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 The purpose of this change was to identify and abandon outdated rules and fundamental assumptions and act as if it were creating a new company more in line with the needs of today's customers.GTE was using a new concept in business called:

• A)operations research
• B)reengineering
• C)quality improvement
• D)operational control
• E)management by objectives

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Definitions:

Price Reduction

A decrease in the listed price of goods or services, often used as a strategy to increase sales or competitive position.

Unit Sales

The quantity of individual items or products sold by a company, often used to measure business performance.

Net Operating Income

A measure of a company's profitability, calculated by subtracting operating expenses from gross income.

Special Order

A one-time customer order often requiring customization or a deviation from standard production practices.