Essentials of Contemporary Management 7th Edition by Gareth Jones,Jennifer George

Exercise 21

Creating a Cross-Functional Team
Form groups of three or four people, and appoint one member as the spokesperson who will communicate your findings to the class when called on by the instructor. Then discuss the following scenario:
You are a group of managers in charge of food services for a large state university in the Midwest. Recently, a survey of students, faculty, and staff was conducted to evaluate customer satisfaction with the food services provided by the university's eight cafeterias. The results were disappointing, to put it mildly. Complaints ranged from dissatisfaction with the type and range of meals and snacks provided, operating hours, and food temperature to frustration about unresponsiveness to current concerns about healthful diets and the needs of vegetarians. You have decided to form a cross-functional team that will further evaluate reactions to the food services and will develop a proposal for changes to be made to increase customer satisfaction.
Describe the goals the team should strive to achieve.