Shirley's time sitting at her desk was interrupted when two managers burst into her office with a particularly

Shirley's time sitting at her desk was interrupted when two managers burst into her office with a particularly

vicious problem — customer service ratings had been falling over the last quarter. The human resources manager explained that rewarding high performing workers with bonuses would improve customer service. The operations manager countered, noting that there was no way to identify high performing workers because different customer problems required radically different approaches by the workers. What roadblock is Shirley confronted with while trying to identify the true problem?

Beginning assumptions

Conflicting viewpoints

Impact on other departments

Solution outdated