Table 15.3
You are studying a medium-sized service company. You find that Joe, a customer service representative, has been doing his job for five years. He takes about 200 customer calls a day and helps customers with their product questions. Bridgette, the CEO, has been with the company about three years and is in the process of making its structure more organic and flexible. Between Bridgette and Joe is Fred, who conveys management's decisions and policies to Joe and helps Bridgette stay in touch with the several hundred 'Joes' who work in customer service. Sally is the corporate attorney and works with Bridgette on corporate legal matters.
-Refer to Table 15.3. Joe is part of the ________ of his organization.
A) technostructure
B) strategic apex
C) operating core
D) support staff

Question

Quizplus · Accepted Answer

The operating core consists of individuals who perform the basic work related to the organization's products and services. Joe, as a customer service representative, performs the essential work of answering customer calls and helping with their product questions. The strategic apex includes the top executives who make decisions and set the direction of the organization, while the technostructure includes individuals who design and implement the systems and procedures used by the organization. Fred bridges the gap between management and the customer service team and is therefore part of the support staff. Sally is the corporate attorney and works with Bridgette on corporate legal matters, making her part of the strategic apex or the support staff, depending on the organization's hierarchy.

Table 15.3 You Are Studying a Medium-Sized Service Company. You Find That