In an Attempt to Improve Customer Service, Cobalt Toys Inc

Multiple Choice

In an attempt to improve customer service, Cobalt Toys Inc. decided to assign a team to investigate the kinds of services offered by competing companies. The team discovered that a smaller company, Nuance Games Corp., seemed to have outstanding customer service. The team then determined the major differences between the two companies and developed a plan to incorporate the best elements of Nuance Games into Cobalt Toys. Which of the following is being implemented by Cobalt Toys?

A) environmental dynamism
B) strategic maneuvering
C) cooperative action
D) benchmarking
E) forecasting