To improve customer service in its overseas call center, jansen electronics decided to investigate the call center practices of competing companies. the team discovered that a smaller company, gorilla devices inc., seemed to have outstanding customer service. the team then determined differences between the organizations and developed a plan to incorporate the best elements of gorilla into jansen. this illustrates effective

This illustrates "benchmarking".

Benchmarking is a procedure of estimating the execution of an organization's items, administrations, or procedures against those of another business thought to be the best in the business, otherwise known as "best in class." The purpose of benchmarking is to distinguish interior open doors for development. By considering organizations with unrivaled execution, separating what makes such prevalent execution conceivable, and after that contrasting those procedures with how your business works, you can actualize changes that will yield huge upgrades.