Gene Jenkins has been acting supervisor of the Accounts Servicing Department of Wilson's for the past two months. Wilson's is one of the premier department store chains in the region, and the Accounts Servicing Department is responsible for maintaining, updating, and adjusting the credit accounts of Wilson's 20,000 charge customers.

There are four account service representatives. All four are women in their mid- to late 20's. They have been in the department for an average of five years. Each representative is responsible for approximately 5,000 accounts. One of them is Kathy Shower. Kathy, 27 and married, has been in the department for a little more than two years.

During that time, she learned the job well. She can process the paperwork quickly and without error and, indeed, will often finish her work before anyone else. However, in spite of a good record, Kathy's performance has started to slip recently. She has become a big problem for Gene since he became acting supervisor. She has become very unpredictable and moody. When a customer or co-worker irritates her, her first reaction is to give everyone the silent treatment. Since her behavior is so obvious and affects everyone who works in the same office space with her, the tension level in the office has risen significantly. When dealing with customers or other employees over the phone, she tends to be abrupt and curt to the point of being rude.

Gene has started receiving complaints from both customers and co-workers about this. And when she be-comes really upset, she loses all control, shouting and sometimes swearing to whomever is nearby. The problem seems to stem from her spouse. Gene learns from some of her co-workers that she makes personal phone calls to him several times during the day.

On a number of different occasions, she has ended the phone conversation by yelling into, then slamming down, the phone. She then will jump up from her desk and leave for a long time, and when she returns, she will cry very easily when asked where she has been.

Some of the other employees in the department now "talk on tiptoes" around her, while a few others enjoy fighting with her. Although, things are far from smooth and harmonious in the unit, gene knows that something must be done but is not sure how to proceed.

Here is the Questions please gave the answer.

1. What is the key issue of this problem?

2. Prioritize the issue or problem?

3. Is it necessary to identify the cause of problem?

4. Brainstorm the options available?

5. Evaluate the options available?

6. Select the optimum solution?

7. Describe how the solution should be implemented?