An administrative employee introduced a new procedure to deal with customer complaints.This new method meant that customer complaints could be dealt with more reliably and efficiently.This is an example of:
A) an adapter introducing a process innovation in a chaotic environment
B) an innovator introducing a product innovation in a routine environment
C) an adapter introducing a process innovation in a routine environment
D) an innovator introducing a procedure innovation in a chaotic environment

Question

Quizplus · Accepted Answer

The administrative employee introduced a new procedure to deal with customer complaints, which is a process innovation. The fact that the procedure was introduced by an administrator suggests that it was introduced in a routine environment, rather than a chaotic one. Therefore, the best choice is C, an adapter introducing a process innovation in a routine environment.

An Administrative Employee Introduced a New Procedure to Deal with Customer