This assignment is a case study. Read the attached case study and answer the following question. The format does not matter. Please be sure to answer each of the questions below. Your paper should be 3 pages (Title page and/or references not included in page limitations;
1 margins; 12pt. font; double-spaced
1. Short summary of important facts
2. Was there a sense of urgency for change? Did everyone feel that change was necessary?
3. Was there support for the changes included in the Total Quality program? Was this a united front or were only some of the stakeholders committed?
4. What would you have done differently from Telworks perspective to increase the change efforts chances of success? What would you have done differently in John Smithers shoes given the hand he was dealt? (a way to approach this is to list the barriers to change.)
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