Case Study 2: Proposing Data Gathering Approach at TLG Solutions

1. Describe what you know (facts), and what you think (judgment and interpretations) about the following people and/or groups. Read the entire case study thoroughly to find information about them. Sometimes the information is revealed by what *isn't* said, not just what is said.

1. Glenn and general sales training *and* Shauna and general service training
2. Jack and customer training (both internal and customer)
3. Michelle and the company overall
4. Carolyn and the Learning Technology and Operations group
5. Regional functions. Note groups of 4 should add this to #2's responsibility.

You may use the empathy map template, table, or clear bullets. The point is to pull all the information for each component together, sort it, and start understanding the organization.

2. What do you think maybe underlying issues or contributing factors to the presenting problems? There may be multiple ones for each problem. You might not be able to determine any, in which case note that. But comb through the case study material, and consider what we've learned about organizational behavior, influences, and likely causality. Think about what you understand about typical organizations that are similar to this one.

3. Which of these underlying problems is most likely, in your view? What data would illustrate whether these underlying problems are occurring? How might you obtain that data?