As Part of His Company's Initiative to Create a High-Performance

Multiple Choice

As part of his company's initiative to create a high-performance work system, Cody, an HR manager, has been reorganizing work so that teams of employees will concentrate on coordinating their efforts to make sure customers are satisfied. The vice president of human resources has asked Cody to explain to a team of executives how this project will help the company's financial performance. What would be the most effective explanation for Cody to use?

A) Getting employees focused on customer satisfaction should take their focus off compensation, lowering costs.
B) Improving customer satisfaction should increase demand, leading to greater sales and profits.
C) Satisfied customers should result in higher quality, which, in turn, will increase the degree of innovation.
D) Customer satisfaction should lower employee absenteeism and turnover, which reduces costs and raises profits.
E) Focusing on customer satisfaction will drive up productivity, which, in turn, drives up profits.