Donald Is the Customer Service Manager at Artemis Technologies,a Software

question 37

Multiple Choice

Donald is the customer service manager at Artemis Technologies,a software development firm.During a lean period,employees who handle customer issues over the telephone are trained and asked to handle walk-in customers for 2 months; similarly,employees who handle walk-in customers are trained and asked to handle customer issues over the telephone for 2 months.Donald makes these changes to improve employee motivation.In this example,Donald is most likely to be using which of the following strategies?

• A) centralization
• B) cross-training
• C) decentralization
• D) horizontal integration
• E) benchmarking

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Definitions:

Total Costs

The complete sum of all expenses incurred by a business in producing goods or services, including fixed and variable costs.

Equivalent Units

A concept in cost accounting used to allocate costs to partially completed goods, measured in terms of the number of finished units those in-process items represent.

Motion Pictures

A category of visual art form that uses moving images to tell stories or convey information, often accompanied by sound.

Process Cost System

An accounting system used to track costs in industries where production is continuous and processes are uniform, assigning costs to units of output.