The Test

Now for the test. Since we have so little time together, we will make it multiple choice. First, what is the problem?

A. Arthur is an unmotivated worker. He brings his body to work and leaves his mind and his heart at home.

B. Arthur lacks training in customer relations and empowerment.

C. The power company lacks teamwork and coordination between departments. The customer is left to navigate between the silos in the company.

D. The problem is a lack of clear goals. Arthur’s boss, Mr. Phillips, has not made it clear to Arthur how to balance locating lines versus satisfying residential customers.

E. Mr. Phillips lacks supervisory skills. Arthur’s time is too tightly controlled, and he is given no real freedom or responsibility to satisfy ...

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