To Improve Customer Service in Its Overseas Call Center, Jansen

question 64

Multiple Choice

To improve customer service in its overseas call center, Jansen Electronics decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Gorilla Devices 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 Gorilla into Jansen. This illustrates effective

• A) Environmental dynamism.
• B) Benchmarking.
• C) Strategic maneuvering.
• D) Cooperative action.
• E) Forecasting.

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Definitions:

Monthly Sales

The total revenue generated from the sale of goods or services within a specific month.

Net Operating Income

is the total profit of a business after deducting operating expenses but before subtracting taxes and interest.

Contribution Margin Ratio

A metric that reveals the percentage of sales revenue that exceeds variable costs and contributes to covering fixed costs and generating profit.

Margin of Safety

Represents the extent to which sales can drop before a business reaches its break-even point.