Question

Myles is studying a system to reduce the number of complaints about the Help Desk. He has formally studied the service counter at Wal-Mart, Target, and Kohl’s department stores as well as listened in to complaint phone calls to a hotel booking site. He is trying to see how other organizations work at reducing complaints and also how they handle complaints. This would be what type of analysis?

a. Complaint processing
b. Design analysis
c. Problem analysis
d. Outcome analysis
e. Informal benchmarking

Answer 1

Answer: e)Informal bench-marking

Explanation:

Informal bench-marking is the process in which a person tends to observe a process or practice and then compare it with the similar processes carried out by others in informal manner.This helps in evaluation of the notice process.

• According to the question,Myles is using informal bench-marking method for keenly observing the complain system at different stores such as Wal-marts, Kohl's etc as well as hotel phone call complaint to compare it with other organization's complaint reducing system.
• Other options are incorrect because processing of complaint, analysis based ion design, result and issues are the informal methods for comparing and learning about practices that is being done .Thus, the correct option is option(e).