Benchmarking at a national call centre

National Call Management Centre (NCMC), IBM UK Limited, is based at Havant where IBM disk drives are produced. Six employees (managers and professionals) formed the NCMC benchmarking team - a leader (also the facilitator, full-time within process management), and five members (full-time within field of work) from process management, service management, operation management, business development, and technical support group management. The team went through a workshop offered by the IBM represent...

BPIR Categories

14.2.4 Conduct best practice/ process benchmarking
7.3.1 Respond to information requests