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:

Host Genome

The complete set of DNA, including all of its genes, within an organism or cell.

Emerging Disease

A disease that was previously unknown or has recently begun spreading to a new region.

Range

The difference between the highest and lowest values in a set of numbers, or the extent of variation.

Detected

Discovered or found out through careful observation, investigation, or the use of specialized equipment.