You are supervisor of the central transcription service at City Hospital. Your group includes several transcriptionists who handle all the dictation from laboratory and radiology and the typing for several department managers as well as all medical record transcription.

You are in the habit of holding a brief informational meeting with your staff early each month. At your June meeting you felt obliged to point out that quality was slipping and that errors were on the increase and that more care had to be taken with transcription. (Straight typographical errors, such as misspelled words, had dropped to a minimum thanks to automatic spell-checking programs, but omissions and errors in word choice seemed to have increased.)

At your July meeting you made the following statement: "The overall quality of transcription has not improved at all over the past month; if anything, it has gotten even worse. I expect all of you to begin improving your work quality immediately."

It is now almost time for your August meeting. In your estimation, transcription quality has not improved in the slightest. It is your feeling that as many as half of your employees are contributing to the problem, but you have yet to identify all the offenders by name.

Questions: (Note - number your responses)

1. Should you address this continuing problem with the group at large at your August meeting? Why, or why not?

2. Should you do some research aimed at identifying the more troublesome employees and address their quality problems at the August meeting? Why, or why not?

3. How would you suggest mobilizing your transcription group to address the quality problem and recommend solu