what is the main issue Nick Graham managed the Operational Support Department at the First Services

Corporation. Operational Support did a little of everything for First Services: customeraccount opening and maintenance, records retention, data entry, account servicing, and

similar work. There were just over $50$ employees in the unit, six of whom were supervisors to

the various units.

Mary Nelson has been the Procedures Unit supervisor for the past eighteen months. The

Procedures Unit was responsible for producing procedural memos and guidelines and

distributing these documents to the field offices and other staff groups. Before becoming the

supervisor, Mary worked in the unit as a procedures clerk for three years. As a clerk, Mary

performed well. However, as a supervisor, Mary left a lot to be desired.