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Essay Details:
Essay text:
A call came in and only because you were there and intervened was the call answered. This particular phone operator had been reprimanded three months earlier for tardiness. Your instinct is to fire this phone rep or encourage him to retire (he is old enough). You also know that this gentleman is well liked within the company. Pose several hypotheses that might account for the dropped or misrouted calls. How would you test these hypotheses?
Analysis
#1. "Short Timers Disease" ? This is the disease also known as the "Couldn't care less syndrome. Perhaps the man knows that he wants to retire or is getting ready to announce it...
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