To Improve Customer Service in Its Overseas Call Center, Jansen

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.