Employees at a large call centre perform repetitive tasks (low variety) by documenting mailing addresses from customers who call the centre. The work process is the same for all inquiries to all call centre staff members (low analyzability). The best organizational structure for this work unit:
A)would have low formalization.
B)is an organic structure.
C)is a mechanistic structure.
D)would coordinate mainly through informal communication.
E)would have none of these characteristics.

Question

Quizplus · Accepted Answer

A mechanistic structure is best suited for repetitive and routine tasks that require a low level of decision-making. The high level of formalization and standardization in a mechanistic structure ensures consistency and accuracy in performing tasks. In this case, the employees are performing a task that is the same for all inquiries, making a mechanistic structure the best organizational structure.

Employees at a Large Call Centre Perform Repetitive Tasks (Low