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

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