Peppercorn Dining is the diner on the campus of All-American University. The dynamics of the diner consists of fulltime workers, temporary workers, and student workers. The three partners of Square One Consulting; Roger, Lynn, and Erica, were having lunch at Peppercorn one afternoon; Erica worked at Peppercorn two years ago as a student worker. The manager of Peppercorn’s name is Drew Randall; he recognized Erica and came over to say high and chit chat with her about the “old days” when she worked at Peppercorn. During the course of their conversation, Erica asked Drew how things were currently operating; Drew replied by saying, “Staffing is a nightmare. We can’t find qualified people anywhere; recruiting and retention has become a constant challenge” (Cummings & Worley, 2008, p. 217). Of course, the other consultants were all ears and wanted to hear everything that Drew had to say. However, although Drew knew there were many symptoms of a much bigger problem, he had no idea what the “root” of the problem was. He would eventually enter into a contract with the consultants to get their unbiased, external point of view as to what the bigger problems really were at Peppercorn. The consultants would use various data collection methods involving the management, workers, and the customers to get a clearer picture as to what the actual problems were and why the students working at Peppercorn were unhappy and why recruitment for additional student help was unsuccessful. Actually, Peppercorn used to be predominantly run by student workers, but in recent years, due to the shortage of student workers, temporary workers had to be brought in to fill the gaps and keep the diner running. There was animosity between the fulltime workers, temporary workers, and the student workers. Each section resented the other for one reason or another and the tension was only getting worse. The fulltime employees on staff have been working at Peppercorn for numerous years,...