Organizations reorganized to empower frontline workers so that they:
Multiple choice question.
A would maintain the management pyramid.
B could maintain their systems.
C could more efficiently and effectively serve customers.
D continue to have managers direct frontline employees.
The correct answer and explanation is :
Correct Answer: C — could more efficiently and effectively serve customers.
Explanation:
Empowering frontline workers is a key strategy in modern organizational management, especially in customer-focused industries. The correct answer, C, reflects the fundamental purpose of this reorganization — to enable frontline workers to respond quickly, make informed decisions, and deliver better service to customers, ultimately improving organizational performance.
Frontline workers are the employees who interact directly with customers or are involved in the core operations of the business. Examples include customer service representatives, nurses, sales staff, and production workers. Traditionally, these employees had little autonomy and were expected to follow strict guidelines set by multiple layers of management. This hierarchical approach often led to slow decision-making, communication breakdowns, and customer dissatisfaction.
To address these challenges, many organizations have shifted from a top-down management structure to a flatter, more decentralized model. This reorganization reduces bureaucracy and gives more decision-making authority to frontline employees. When these workers are empowered, they can address customer needs promptly without always having to consult upper management. This autonomy boosts their confidence, morale, and sense of ownership over their work, which in turn enhances productivity and service quality.
Furthermore, empowered frontline workers often provide valuable feedback from their day-to-day interactions with customers. This feedback helps the organization adapt its products, services, and policies to better meet customer expectations. The result is a more responsive, flexible, and innovative organization that can compete more effectively in today’s fast-paced market.
In contrast, options A, B, and D do not align with the primary goal of empowerment. Maintaining the management pyramid (A) or having managers continue directing all actions (D) goes against the idea of empowerment. Similarly, maintaining systems (B) is more about operations than about improving customer service.
In summary, empowering frontline workers enables faster responses, better service, and stronger organizational performance — making option C the correct answer.