Which of the following did management at Zappos do to reduce the level of formalization in their organization?
A) They avoided asking their customer service reps in call centers to follow a detailed script.
B) They increased their reliance on drop-shipment orders.
C) They established top-down management as their primary strategy.
D) They put an end to the practice that enabled employees to horizontally rotate to different jobs once they had mastered a particular job.

Question

Quizplus · Accepted Answer

A high degree of formalization can slow decision making, reduce creativity and innovation, and hinder customer service. Most customer service reps in call centers, for example, follow a detailed script. This is especially true when call centers are outsourced to overseas locations. Zappos deliberately avoided this approach when it made customer service its core competency.

Which of the Following Did Management at Zappos Do to Reduce