HP (Hewlett-Packard) Finance and Remarketing Unit (UK) formed a five-member benchmarking team. A quality consultant was assigned to the team and acted as its facilitator. The aim of the team was to improve the company’s customer service (in terms of ability, efficiency and productivity), handling of customer complaints, and the motivation of staff. The team combined personal experience, brainstorming, and background research in order to find a benchmarking partner. An anonymous (hereafter call...

BPIR Categories

14.2.4 Conduct best practice/ process benchmarking
7.3.2 Manage customer complaints

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