Reference no: EM132868809

Case Incident The Asthma Attack In March of 2013, a teenage boy visiting a Tim Hortons franchise in London, Ontario, suffered an asthma attack. The 17-year-old boy was having difficulty breathing and was gasping for air as he tried to get the attention of employees. According to a customer who witnessed the incident, an employee asked "What do you want?" kind of rudely and all the boy could say was "Help" and "Phone." Employees told him the phone wasn't for customers and directed him to a payphone across the street at a variety store. According to the witness, "The teen boy was going between the two tills, there were five or six employees. . . he was visibly in distress. They didn't ask if he needed help. The whole time, not one of them came out from behind the counter to see if he was OK." The customer who witnessed the incident called 911 and stayed with the boy until paramedics arrived. However, when they arrived they found themselves at an exit-only door. The employees did not open the door to let them in, so the paramedics had to pry the door open to get to the boy and take him to the hospital.

Run the asthma attack incident through the needs analysis process (Figure 3.1). What is the performance problem and is it important? Who are the stakeholders? What information would you collect by doing organizational, task, and person analysis? What are some of the outcomes that would result from the needs analysis process?