1. What is the cost of a chase-strategy, based on the following information. Changes in capacity can only be made through 'layoff and hiring' personnel (Note: Assume that during March the company had the same number of personnel that will be needed in April
2. The Disney Institute says clients cannot "take Disney and just plug it in". In what ways can companies best adapt Disney's advice to their own customer service situations?
3. Discuss how organizations are meeting the challenges of the "glass ceiling," succession planning, and dysfunctional managers.