Your newest team member, Sharon, generally does a good job of keeping the work flowing in her area. But of course, nobody's perfect. Not long after Sharon joined the team, she was late in issuing a complex but important purchase order. She said it was lost, but you discovered it was still sitting in her "in" box. There have been one or two other similar incidents.
That's one reason you're concerned now. As part of your company's quality control program, your team members prepare periodic reports on the service they provide to each customer. These are then reviewed by an in-house evaluation board, which can make recommendations for changes or process improvements. The next report is on one of the customers Sharon handles. And it's due tomorrow.
Sharon has been doing a good job in filling the customers' orders, and she'll probably earn good grades from the evaluation board—as she has on past reports. However, when you aske...(register to read more)