Refer to the Scenario Below to Answer the Following Questions

question 72

Multiple Choice

Refer to the scenario below to answer the following questions.
TopCup Coffee: A Year Later (Scenario)
Catrina, the manager in TopCup Coffee has been working to change the culture and employee attitudes at the shop for over a year now. In that time she has noticed that the total sales have grown and profits are up. The owner, who does not work in the business directly, commented in a recent meeting that he was still not completely satisfied with the growth he noticed in the business and expected suggestions from Catrina for more changes to improve the situation. He is too busy to be involved in the business and expects Catrina to carry out any new initiatives, but he wants the final say in any changes. Catrina analyzes everything in the shop from the old fashioned cash registers to the temperamental espresso machines. She is also looking into their bean suppliers, who are often late with deliveries and the nearby bakery where they sometimes get day-old pastries they sell in addition to coffee. Catrina is determined to make the shop a success and is now moving into analyzing all operations that should be improved.
-One of the things that Catrina is bringing to the attention of the owner is that it is not possible to improve the operations without significant ____________ to better serve customers.

• A) change in employee numbers
• B) raise in employee pay and benefits
• C) re-decorating of the premises
• D) change to mass customization of their product
• E) investment in technology

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