Martha is a new manager at the Caiden Bistro, an upscale bistro-style restaurant chain located in major cities across the country.

She has worked with the chain as a manager for years and recently relocated to this location because the prior manager had to suddenly quit. Since Martha took over, she has been reviewing past reports of this location and has noticed that although customer counts have remained consistent, sales per customer have been in steady decline. Martha brings this information to the attention of the regional manager who had been unaware of how bad the sales were and tasks her to get it fixed not matter the reasons.

Martha realizes this may be a much bigger undertaking and begins to put a plan in place. She knows she will need to include all staff in this endeavour, to see what role they play in these issues, as well as outside specialists to help guide her in figuring out what the problem(s) are. And that's where you come in?