Question

Myles is studying a system to lessen 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 lessening complaints and also how they handle complaints. This would be what type of analysis?
Complaint processing

Design analysis

Problem analysis

Outcome analysis

Informal benchmarking

Answer 1

Answer: Informal bench-marking

Explanation:

Informal bench-marking is defined as unconscious comparison of one's own behavior, skills, values etc with other and learning from them to improve. This leaning can be found in work-place, home, school etc.

• According to the question, Myles is using informal bench-marking through studying other stores complaint handling style and reduction technique so that he can learn from it.
• Other options are incorrect because designing analysis,outcome analysis, issue analysis and processing of complaining ta re not the comparison that unconsciously done by person .
• Thus, the correct option is informal bench- marking.