After reading the case “Peppercorn Dining” starting on page 238 and using your knowledge of diagnosis and feedback, address the following questions:
How effective was the OD consultants’ data gathering? The content of the data? The process of how the data were collected?
Use force-field analysis to analyze the data. What conclusions would you draw from the analysis?
How should the feedback session be designed? What information should be used from the analysis?