When members were recruited for the improvement project, they were clearly told that the team’s work would be additional to their regular work responsibilities but that they had to treat it as a high priority.

When members were recruited for the improvement project, they were clearly told that the team’s work would be additional to their regular work responsibilities but that they had to treat it as a high priority. Assignments would have to be completed on time, and people would be required to attend meetings. Despite these clear expectations, by the third week of the project, team members started arriving late to meetings. They made excuses for not having completed their assigned tasks and were neglecting to return the leader’s phone calls.

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