2 What additional investigation might Wheeling and Zeitland undertake before settling on a plan of action? 'I must admit, I'm completely baffled by these scoring results for Cam Leslie', Carole Wheeling said as she and company CEO Ronald Zeitland scrolled through the latest employee surveys for middle management.

For the second year, RTZ Corporation used Wheeling's consulting firm to survey and score managers. An increasingly younger workforce, changing consumer tastes and technology changes in the industry had caused Zeitland to look more closely at culture and employee satisfaction. The goal of this process was to provide feedback in order to assure continuous improvement across a variety of criteria. The surveys could be used to highlight areas for improvement by showing manager and company strengths and weaknesses, anticipating potential problem areas, providing a barometer for individual job performance and serving as a road map for transforming the culture as the company expanded.