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Case Study: Customer Service Supervisor for Hoffman Airlines

Harry Patterson is the customer service supervisor for Hoffman Airlines at the Kiowa Airport in Colorado. He supervises 10 employees who are responsible for helping customers with lost baggage, dealing with delayed or missed flights, finding hotel rooms for stranded passengers, and so on. Hoffman Airlines has been considering implementing multisource feedback program for the employees and has hired you to help them develop such a program. Management has decided to test the concept by using it as a developmental tool for Harry Patterson.

  1. What might be the benefits of implementing 360-degree feedback as a developmental tool for this supervisor?   Make a list of the benefits (using bullet points) of using/implementing 360-feedback for developing this supervisor.


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