Chapter 10, Problem 13DQ

Summary Introduction

To determine:

The structural implications of the S’s intense focus on customer feedback.

Introduction:

The S’s focus on being reliant on customer feedback is helpful in determining the performance of the employees.

The structure allows the employees to come with several inputs and ideas which help to flatten the layers between employees and managers.

It also gives freedom to the employees which are at lower levels, while the top levels retain the managerial control. Thus, this type of structure is necessary to ensure professionalism through cross-functional roles and the involvement of the customers with the creation of a stable structure.