As the New Project Manager of a Call Center, Larry

Multiple Choice

As the new project manager of a call center, Larry notes that the quality of customer service at the center is not satisfactory. In his estimation, the current service is not what it should or could be. By making this comparison, Larry has

A) started a service initiative.
B) uncovered a performance gap.
C) performed a force-field analysis.
D) discovered a need for job posting.
E) identified adapters.