Question

An advantage of a centralized organization is that it:

a. tends to have a uniform customer approach across the front lines.

b. typically has a high level of employee morale.

c. gives decision-making power to employees at all levels of the organization.

d. is highly responsive to customer needs.

Answer 1

Q: An advantage of a centralized organization is that it:

A: a. tends to have a uniform customer approach across the front lines.

Reasoning: Option 'a' is the most apt because a centralized organization can have a uniform and structured customer approach across the organization because it is controlled from a head office or centralized decision making authority at a senior management level which makes policies and procedures for all teams down the line to implement. Thus, these customer approach policies or procedures are governed by consistency and uniformity in their approach.

It cannot be option 'b' since such centralized approaches can take away employee creativity and flexibility thereby negatively affecting employee morale.

It cannot be option 'c' because a centralized approach means a centralized decision making authority leaving very little or no scope for mid and lower level employees to take decisions. Thus, mid or lower level employees have no or negligible power or authority at decision making and framing policies and procedures.

It cannot be option 'd' because a when a centralized approach is implemented by an organization, the decision making authorities remain hidden and out of customers interaction and interface thereby causing a distance between customers and senior managment. When senior management is at a distance or removed from direct customers, customers needs can get ignored or neglected since there is no direct interaction and customers feedback is through a line management system which is indirect and can lead to delays or complete losses due to customer feedback not be shared or incomplete or distorted feedback being provided by front line customer service staff.