TY  - JOUR
AB  - Doris, the Executive Director of the JCC, had a Board of Directors that lacked the requisite skills, perspective, behaviors, and willingness to change policies and practices in order to meet external environmental opportunities and threats or to address internal competencies and competitive capabilities. Changes in the external environment were exacerbating the JCC's internal deficiencies. In addition, the Board created impediments to the professional staff's efforts to implement good managerial practices and policies. The current management team was acutely aware of the changes in the external environment, how these changes impacted the JCC's operations and what the JCC needed to do in order to meet these challenges. The management team was frustrated by a Board that did not provide leadership, fulfill their responsibilities, hold each other accountable and undermined management by intervening in day-to-day operations. The staff was passively hostile to the Board and to the management team. As consumers, the members' expectations were higher and more demanding. Doris and her management team had to resolve a myriad of strategic and operational issues that confronted the organization.
VL  - 4
IS  - 2
SN  - 1544-9106
DO  - 10.1108/TCJ-04-2008-B004
UR  - https://doi.org/10.1108/TCJ-04-2008-B004
AU  - Demarais Edward
AU  - Sheckman Sandra
AU  - Vega Gina
PY  - 2008
Y1  - 2008/01/01
TI  - Customer Service at the Jewish Community Center
T2  - The CASE Journal
PB  - Emerald Group Publishing Limited
SP  - 101
EP  - 109
Y2  - 2024/04/25
ER  -