Accession Number:

ADA295276

Title:

Best Practices in Telephone Services.

Descriptive Note:

Final rept. Aug 94-Jun 95,

Corporate Author:

DEFENSE TECHNICAL INFORMATION CENTER ALEXANDRIA VA

Personal Author(s):

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

Report Date:

1995-06-01

Pagination or Media Count:

23.0

Abstract:

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

Descriptors:

• *USER NEEDS
• *PUBLIC RELATIONS
• *TELEPHONE SYSTEMS
• *CONSUMERS
• *TECHNICAL INFORMATION CENTERS
• DEPARTMENT OF DEFENSE
• AUTOMATION
• HUMAN RESOURCES
• MODELS
• TRAINING
• TECHNOLOGY TRANSFER
• DISTRIBUTION
• QUALITY ASSURANCE

Subject Categories:

• Administration and Management
• Information Science
• Non-Radio Communications

Distribution Statement:

APPROVED FOR PUBLIC RELEASE