GTE Modified Its Telephone Operations by Creating "Customer Care Centres

question 71

Multiple Choice

GTE modified its telephone operations by creating "customer care centres." The purpose of this change was to identify and abandon outdated rules and fundamental assumptions and act as if it were creating a new company more in tune with the needs of today's customers. Which business concept was GTE using?

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

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