Y ou are a group of managers in charge of food services for a large state university in the Midwest. Recently a survey of students, faculty, and staff was conducted to evaluate customer satisfaction with the food services provided by the university’s eight cafeterias. The results were disappointing, to put it mildly. Complaints ranged from dissatisfaction with the type and range of meals and snacks provided, operating hours, and food temperature to frustration about unresponsiveness to current concerns about healthful diets and the needs of vegetarians. You have decided to form a cross-functional team that will further evaluate reactions to the food services and will develop a proposal for changes to be made to increase customer satisfaction.

1 Indicate who should be on this important cross-functional team, and explain why.

2 Describe the goals the team should strive to achieve.

3 Describe the different roles that will need to be performed on this team.

4 Describe the steps you will take to help ensure that the team has a good balance between conformity and deviance and has a moderate level of cohesiveness.

AppendixLO1