GTE Modified Its Telephone Operations by Creating "Customer Care Centers

question 6

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 The purpose of this change was to identify and abandon outdated rules and fundamental assumptions and act as if it were creating a new company more in tune with the needs of today's customers.GTE was using which business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

• A) operations research
• B) quality improvement
• C) operational control
• D) reengineering

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