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Article
Publication date: 1 August 1996
Based on a submission for the European Best Practice Benchmarking Award of 1995, in which IBM UK Ltd won the second prize. Discusses how IBM UK Ltd has benchmarked aspects of…
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Abstract
Based on a submission for the European Best Practice Benchmarking Award of 1995, in which IBM UK Ltd won the second prize. Discusses how IBM UK Ltd has benchmarked aspects of customer service and satisfaction within its National Call Management Centre. Describes how, by focusing on model companies and areas of best practice, many processes and practices were modified in order to boost performance standards and achieve higher levels of customer satisfaction.
Details
Business Process Re-engineering & Management Journal, vol. 2 no. 2
Type: Research Article
ISSN: 1355-2503