Chapter 1

An Organizational Story

1.2 Time for change

The Commissioner is very proud of the work done by his small yet dynamic team. That said, a six-year anniversary is the perfect opportunity to make sure that his office is on the right track. This section is an analysis of the strengths of the Commissioner’s Office and a projection of improvements that could be made, based on certain observations, particularly with regard to investigations and the management of complaints.

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