Donald Is the Customer Service Manager at Artemis Technologies,a Software

Multiple Choice

Donald is the customer service manager at Artemis Technologies,a software development firm.During a lean period,employees who handle customer issues over the telephone are trained and asked to handle walk-in customers for 2 months; similarly,employees who handle walk-in customers are trained and asked to handle customer issues over the telephone for 2 months.Donald makes these changes to improve employee motivation.In this example,Donald is most likely to be using which of the following strategies?

A) centralization
B) cross-training
C) decentralization
D) horizontal integration
E) benchmarking