Best Practices in Telephone Services.
Final rept. Aug 94-Jun 95,
DEFENSE TECHNICAL INFORMATION CENTER ALEXANDRIA VA
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As part of the Defense Technical Information Centers 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
- Administration and Management
- Information Science
- Non-Radio Communications