Winning with quality at IBM: Best practice at the National Call Management Centre

Abstract

Based on a submission for the European Best Practice Benchmarking Award of 1995, in which IBM UK Ltd won the second prize. Discusses how IBM UK Ltd has benchmarked aspects of customer service and satisfaction within its National Call Management Centre. Describes how, by focusing on model companies and areas of best practice, many processes and practices were modified in order to boost performance standards and achieve higher levels of customer satisfaction.

Citation

Mortlock, B. (1996), "Winning with quality at IBM: Best practice at the National Call Management Centre", Business Process Re-engineering & Management Journal, Vol. 2 No. 2, pp. 57-72. https://doi.org/10.1108/14637159610123605