MicroMastiff advertises that its computers are backed by 24/7 tollfree technical support. However, to meet its goal of keeping costs as low as possible, MicroMastiff outsources its support function to another country and staffs it with a small number of poorlytrained employees who have (to American ears) fairly heavy accents. When customers call the support line, they often wait on hold. Then, they find themselves speaking to a technical support person who usually cannot answer their questions. It appears that MicroMastiff:
A) focuses on efficiency at the expense of effectiveness.
B) is concerned primarily with effectiveness and has completely ignored efficiency.
C) realizes the fact that the quality of technical support does not matter to customers.
D) is utilizing a lean production approach.

Question

MicroMastiff advertises that its computers are backed by 24/7 toll­free technical support. However, to meet its goal of keeping costs as low as possible, MicroMastiff outsources its support function to another country and staffs it with a small number of poorly­trained employees who have (to American ears) fairly heavy accents. When customers call the support line, they often wait on hold. Then, they find themselves speaking to a technical support person who usually cannot answer their questions. It appears that MicroMastiff:
A) focuses on efficiency at the expense of effectiveness.
B) is concerned primarily with effectiveness and has completely ignored efficiency.
C) realizes the fact that the quality of technical support does not matter to customers.
D) is utilizing a lean production approach.

Quizplus · Accepted Answer

MicroMastiff is focused on keeping costs low, which is an efficiency goal, but this is being achieved at the expense of effectiveness in providing quality technical support to customers. The outsourcing of support to a country with untrained employees who have heavy accents and long hold times all indicate a focus on efficiency over effectiveness.

MicroMastiff Advertises That Its Computers Are Backed by 24/7 Toll­free

MicroMastiff Advertises That Its Computers Are Backed by 24/7 Tollfree