Best Practices in Telephone Services.

Abstract

As part of the Defense Technical Information Center's (DTlC) continuing efforts to increase the quality of service to our users, DTlC implemented a benchmarking project in August 1994. For the purpose of this report, benchmarking is defined as a structured process for evaluating the products, services, and work process of organizations that represent best practices for organizational improvement. The structure of benchmarking is provided by development of a step-by-step process model. After reviewing the published literature on benchmarking, DTlC decided to utilize a five-stage benchmarking process model. Each of the five stages will be briefly discussed. The scope of this benchmarking effort was limited to teleservice or customer service provided via the telephone. (MM)

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Document Details

Document Type
Technical Report
Publication Date
Jun 01, 1995
Accession Number
ADA295276

Entities

People

  • Chris Cupp
  • Eva Adams
  • Frank Greer
  • Grant Clark
  • Jim Apistolas

Organizations

  • Defense Technical Information Center

Tags

Communities of Interest

  • Human Systems

DTIC Thesaurus Topics

  • Best Practices
  • Business Administration
  • Commerce
  • Customer Services
  • Employment
  • Human Resources
  • Identification
  • Information Systems
  • Management Personnel
  • Organizational Structure
  • Performance Appraisals
  • Personnel Management
  • Recognition
  • Standards
  • Students
  • Training
  • Work Stations

Fields of Study

  • Computer science

Readers

  • Instructional Design and Training Evaluation.
  • Medical or Health Care Field.
  • Metallurgy