1. How would you describe Evelyn Gustafson’s leadership style? What were its strengths and weaknesses? What were the sources of her influence?
2. How would you describe Erik Rasmussen’s leadership style as he tried to effect change? What are its strengths and weaknesses? What are the sources of his influence?
3. If you were Martin Quinn, would you recommend modifications in Erik Rasmussen’s leadership style that you would like him to adopt? Do you think it will be possible for Rasmussen to make the necessary changes? If not, why not? If you do think change is possible, how would you recommend the desired changes be facilitated?

“Be careful what you wish for,” thought Martin Quinn, senior vice president for service and operations for the Denver-based health insurance company, Mountain West Health Plans, Inc. When there was an opening for a new director of customer service last year due to Evelyn Gustafson’s retirement, he’d seen it as the perfect opportunity to bring someone in to control the ever-increasing costs of the labor-intensive department. He’d been certain he had found just the person in Erik Rasmussen, a young man in his late twenties with a shiny new bachelor’s degree in business administration.