A major employer located in downtown Detroit was experiencing a changing clientele for the second time in its stellar history. It already successfully adjusted itself from a predominantly white clientele to one that was almost 90% African-American but now he found the need to adjust its model to one servicing almost equal parts of African-American, Hispanic and Middle Eastern cultures with a small minority of whites.
The employer want to make sure that all staff members understood how members of the new cultures would react to the current policies and procedures. It was important to them to change the way they do business without running afoul of any laws in their highly regulated business sector.
They felt they needed an expert so they called in Max Impact, an experienced diversity consultant from nearby Rochester Hills. Soon a doctor-like approach was begun to find the underlying causes that emphasize the need to address situation, diagnose the root causes behind those symptoms and then prescribe a solution for a long lasting impact.
Here is what that medical approach to the business situation discovered: