The newspaper headline read: Study Finds Many Students Dissatisfied with College. When the federal government conducted its first national survey of college students, the results were demoralizing and frightening. Former college students complained about arrogant administrators, crabby instructors, and crowded, noisy classrooms with outdated equipment. For Mount Jackson Community College, the results were shocking. Past students of the college had written that they would not recommend the college to friends and relatives.

The College Board of Trustees called an emergency meeting and appointed a Quality Care Task Force to investigate the problem and make recommendations for improving the college. The task force included two staff from the college Student Union, the head of the Admissions office, a Dean of the Business program, one instructor representing the faculty staff and one member from the Facilities department. The board also appointed Eleanor Allen, the colleges Vice President of Administration, to chair the task force. The very first meeting of the task force did not go well. The staff angrily condemned the study because they certainly gave every student high quality service, facilities and guidance. The instructor objected to the assumption that faculty were being accused of being unresponsive and unprofessional to their students. The Facilities department representative said that she always received high evaluation scores from her supervisor on the facilities in the college. The member from Admissions complained that their unit staff was overwhelmed with cleaning up the messes that everyone else made. Eleanor Allen realized the task force appointed members did not want to be there and did not want to acknowledge the problem.

Before the second meeting, Eleanor distributed the completed survey results and highlighted the most significant findings at their college-both positive and negative. She emailed each member of the task force asking them to read the report and identify two issues that deserved attention. At the beginning of the second meeting, she saidWe have enormous clout and influence. Our report will affect everyone in this college. So lets do it, and do it right. If we dont, the college Board of Trustees may decide to bypass the staff and implement their own solutions. Although her task force colleagues were still unhappy about serving on the task force, they did acknowledge that their input could have major consequences. For the rest of the meeting, they grudgingly put aside their personal concerns and discussed the survey results.

By the third meeting, Eleanor had sorted the issues provided by the task force members. She reworded several issues to make them sound less critical and accusatory. She also added a few issues that no one had identified but were of paramount importance to the college administration. She then send a copy of the list of issues to each member of the task force to review prior to the next meeting. Eleanor started the next meeting by praising the task force for its effective and professional work. She then posted each major issue on separate flipcharts placed around the room. Task force members spent time at each flip chart discussing and then recording ways to address the problem. By the end of the meeting, everyone could see progress on each issue. Before the meeting ended, one of the task force members apologized to the group for being so negative at the first meeting. The other members had fun teasing him about not being perfect.

As the task force continued meeting, Eleanor made sure that she emailed all task force committee members to thank them for their time, energy, and input and to provide them with an agenda for the upcoming meeting. In the case of the staff members, she also sent emails to their supervisors praising their effective work and positive attitude. By the fifth and last meeting, the task force unanimously agreed on a list of critical issues as well as recommended actions for addressing each issue. To celebrate their success, the staff brought in a tray of sandwiches. The Facilities department brought in three bottles of sparkling apple juice and a cake decorated with a bizarre collection of college bookstore supplies. Eleanor handed out medals to every member of the task force committee group, on which Julius Caesars famous words were printed: Veni, Vidi, Vici, roughly translated as We came, we saw, we conquered!

Question 5

How well did the group select and use a structured, problem solving procedure or a creative, problem solving method? Be specific and through in your response.

please give proper answer!