Read and Please Describe the problem$($s$)$ facing Charles & What should Charles do to respond to the problem$($s$)?$

$2$years ago, the State Department of Economic Development created the Business Services Group to

provide special services to out of state businesses that were considering relocating in the state. Key task of

the group was to help those businesses who had recently relocated get settled and operating quickly

In $2$year, the Group put together a good record of helping more than $35$ businesses move into the state.The Group was staffed with a complement of a department manager and $5$ Business

Development specialists,The job of the Business Development

specialists consisted principally of contacting and working with appropriate personnel in each business to identify

the kinds of information or help they needed, then making sure that the correct assistance arrived. The specialists

also served as "troubleshooters" for the business whenever there were problems with the "bureaucracy." Specialists

were responsible for keeping these businesses happy and efficient. Each specialist has a quota of contacts and services to make each month.

Charles was initially made acting supervisor of the Group after the hasty departure of the previous Department Manager. After three weeks of keeping things running, he was promoted to

manager. Charles originally was hired as a specialist. Six months ago, he was transferred to another, related

department to serve as assistant manager.

When Charles learned that he was moving back to the Business Services Group, he was very happy because

he would be reunited with the people with whom he used to work. In fact, Charles had worked with all five of them

to some degree while he was in Business Services.

John Willis, now the senior specialist, joined the Business Services Group the same day Charles did. In

fact, they had come from the same department to join Business Services. Suzy Harris and Barbara Garett became

specialists shortly thereafter. For most of the time that Charles was in the Group, these four worked together easily

and effectively. As the Business Services Group expanded, Tom Rollins was added. Finally, before Charles

transferred, he has a chance to orient and train Melanie Bronson, who had been hired as his replacement.

As a group, these individuals represented a fairly high level of experience in the business services function.

Moreover, based upon their record and reputation, they also performed very well. Charles reviewed the batch of

complimentary letters sent to the Business Services Group, some of which had been signed by the governor. They

worked effectively and creatively on their own with few personnel problems.

In spite of this consistent record, though, Audrey Downs $($Charles$\text{'}$ new boss, the head of Economic

Development$)$ felt there was still room for improvement. She explained her thinking to Charles in a luncheon

meeting one day, not long after Charles had been promoted to manager. By that time, Charles had seen enough of the

Business Service Group's operations to agree.

One of Audrey's major programs for the entire department was to institute a Service Quality Management

program, and she wanted to start in the Business Services Group. Charles agreed with the idea.Early the following Monday Charles called the staff together for a meeting. He told them of Audrey's goal

for instituting a Service Quality Management program and that they were selected to begin it$.$ He also told them that

in order to move them forward, he was going to do two things, effective immediately:

Raise their service quotas by $20$ percent

Submit anyone who failed to meet that quota to a formal disciplinary action

The specialists left the meeting without comment, although there was a lot of mumbling in the hallways as they

walked back to their desks.

Over the next week or so$,$ Charles noticed that they seemed to avoid him and were noticeably cooler to him

when he was at hand. He had to make more of an effort to get information and ideas from them, and it seemed that

the tone and tenor of the offices became more tense, hostile, and somber.

After $2$weeks, C reviewed the performance records of the specialists. Sure enough, Suzy Harris

had not met her quota, and as promised, C issued a written reprimand to her. Suzy was speechless, though

clearly angered by C$,$ as he reviewed the reprimand with her.

It has been $2$days since the meeting. Since then, Suzy has filed a grievance in the Personnel Department against Charles. John Willis put in a request for a transfer and Charles heard that Barbara is preparing to request atransfer.has noticed how services to certain businesses have now slightly slipped.

He knows there is a problem. As he sits at his desk at $5$pm min an empty office, waiting to make a call to one of the businesses who have complained, he wonders what went wrong and what he should do now.