How should Charles have responded to his manager’s interest in starting the Service Quality Management program?
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Charles Thompson should have asked for the specialists' ideas on how theprogram could be instituted properly. That way, all sides could've been heard andissues on possible ways of implementations would have been properly discussedand deliberated upon.
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Charles should have clarified what the manager's expectations for the program are. They should convene a meeting to discuss the program's success. Charles should convene a meeting with members of the Business Services Groups to explain the situation and hear their suggestions for planning and executing the project. It would be preferable if they assigned distinct responsibilities to each group member.
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