The case study questions:
Problem 1: What techniques and strategies could be used to evaluate the on-going progress of the change effort?
Problem 2: Should the evaluation incorporate quantitative and qualitative methods?
Problem 3: Why might one method be preferred over the other?
The solution thoroughly addresses each question, utilizing a call center work environment as example. Included are potential measurements, both quantitative and qualitative, for measuring change efforts with these job duties.