A large car dealership is receiving more customer complaints than usual. Bea wants to use a cycle of
inquiry to investigate what is going on. After gathering some initial data, Bea finds that more than
half of the complaints are related to repairs made at the body shop. Now that she has determined
that the body shop is a problem area, what should Bea do next?
Read the following possible courses of action and decide which is the BEST next step and which is the
WORST next step.
1. Look closely at the body shop to clarify the problem.
2. Ask the body shop workers to find a solution to the problem.
3. Notify the body shop workers that they may lose their jobs.
4. Brainstorm ideas to improve the work done in the body shop.
