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This critical incident describes a situation in which Jane, a loyal McDonald’s drive-thru customer, was frustrated after finding out how little McDonald’s actually donates to their name-sake charity, Ronald McDonald House Charities (RMHC). She...
This decision-based critical incident describes Robert’s dilemma of how to handle a conflict between Dave, a longtime employee of Madison Team Construction (MTC), and Dave’s supervisor John. The conflict emerged when John asked Dave how much...
A group of probationary officers from the Civil Service training academy took part in a day-long trek in the Himalayas during the month of October. Even though they had been trained for such treks, on the day itself a number of things went...
The River Federal Credit Union’s board of directors’ strategic and tactical planning session had just adjourned. Through a lengthy discussion, the nine-person board had identified and examined three strategic marketing options that could...
This critical incident stems from an extended exchange of comments over Twitter between film actor James Woods and an anonymous Twitter user under the pseudonym “Abe List.” Both users seemed to revel in the messy, rambunctious, and often...
This critical incident describes a crisis facing Burger King (BK) executives upon the 2015 release of BK’s Halloween Whopper at the end of September, 2015. The Halloween Whopper was a regular Whopper, but had a black bun with an A.1. flavoring...
This critical incident describes a situation in which Sarah, a frustrated Delta customer, spent over 16 hours stranded in the airport due to flight cancellations because of a Delta technology failure. During this time, Sarah and thousands of...
Providence, RI had a 1,980-street municipal grid, wherein 75 street names were identified as nonunique, having one or more similar sounding or duplicated matches in the metropolitan area. This spelled disaster for Providence’s emergency...
Various stakeholders were competing to have their voices heard about the impact of tourism in the community near the Hollywood sign in Los Angeles, California. Tourists wanted easy access to hike to, and take photos near, the sign. Homeowners...
On May 22, 2011, a tornado destroyed a large portion of Joplin, Missouri. The tornado was the deadliest in the U.S. since modern record keeping began in 1950 by the National Weather Service. Six schools, including the city’s only high school,...