When Maggie Lance took over Air-Tech's packaging and shipping (P & S) department, it was notorious within the company as a dead-end, high-stress, uncomfortable place to work. Internal politics, territoriality, negativity, and conflict were the rule rather than the exception in the P & S department. Other employees joked that "P & S" stands for "push and shove." The best word Maggie could find to describe the work environment in her new department was toxic.

Turnover is high, morale is low, productivity is substandard, and quality is a joke. Clearly, Maggie has her work cut out for her. Put yourself in her place. Where should she start? How should she proceed? What should be the key elements in her turn around plan?