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Homework answers / question archive / Imagine that you are a manager and your boss has asked you to improve the organizational design of your company to make it more customer-centric

Imagine that you are a manager and your boss has asked you to improve the organizational design of your company to make it more customer-centric

Management

Imagine that you are a manager and your boss has asked you to improve the organizational design of your company to make it more customer-centric. The following table lists five examples of actions you could take to create an organization that is more responsive to customers. Match each action to the principle it represents by typing the letter of the action in the answer box next to the corresponding principle.

Answer Principle Action  
  Coordination A You started monthly 2-hour training sessions that cover everything from how to create a basic program in Python to how to move boxes safely. You invite every employee in the company to participate in every training session to make sure that all of your employees gain the skills they need.
  Cooperation B You create a cross-functional group to bring together information from all parts of the company so that what the company is doing can be compared with what clients want.
  Capability development C In the past, you have held staff meetings once a week. Now you set aside one staff meeting a month to gather information from outside the organization. You invite customers, suppliers, collaborators, and even competitors to come to this staff meeting and talk about the latest trends in the industry.
  Clout D Until now, customer service representatives have had to get two levels of management approval before issuing a refund to an unhappy customer. You decide that their direct supervisor can approve refunds as long as certain guidelines are followed.
  Connection E You give employees rewards for creating new products that are hits with customers. Last year, you awarded $10,000 each to two employees who designed the company’s best-selling product of the year.

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