How would analyze using the Broom/Jago model Your firm prides itself in providing more "hometown," or personalized, customer service, as compared to the major accounting firms. You have a staff of eight junior accountants reporting to you, each of whom engages with clients in the field. You recently received a complaint about one of these individuals from a long-term client. It was clear that the client was dissatisfied with this particular accountant, and she gave some specific examples of missed deadlines and other aspects of faulty performance. Obviously, you are concerned, since you want to retain the client's business.

The individual accountant in question has been with the firm for a number of years. He specializes in how information systems can be linked to accounting and, in the past, has been very good at his job. He is used to making his own decisions rather than being told what to do. But recently, there has been a big change in his demeanor. While he used to be committed to the firm, now it is not as clear as to the degree that he cares about his work and responsibilities. Indeed, evidently the problem is not just this one client. Not that long ago, another client told you that the individual seemed to be acting strangely and even hinted at possible drinking or substance abuse issues.