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

Multiple Choice

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.