GTE Modified Its Telephone Operations by Creating "Customer Care Centers

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 The purpose of this change was to identify and abandon outdated rules and fundamental assumptions and act as if it were creating a new company more in line with the needs of today's customers.GTE was using a new concept in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