Jacob has recently been employed at NewSky Services, a
not-for-profit provider of disability support services in the local
community. The service is overstretched in terms of funding, staff
and resources, and there is a waiting list of people wanting
assistance. Jacob is meeting with Margot, his manager, to discuss a
new way to improve the organisation’s performance. Margot: ‘Thanks
for meeting me, Jacob,’ Margot smiles. They both take out notepads,
pens and laptops to take notes. Jacob: ‘No problem. How...