“I am not sure where the problem is,” Gerald said. “He has been with the company for eight years, so he knows the ropes, how things are done, what the culture is. But ever since we promoted him four months ago, he has been different.”

“In what way,” I replied.

“Well, he seems dedicated enough, shows up early, stays late, though, during the day, I can’t seem to find him.”

“What about his performance. How effective do you think he is, based on what you expect from his position?”

“That’s the thing,” Gerald sighed. “I don’t think he is effective, but you can’t ever pin him down to find out what the problem is. His department never delivers on time, and when they finally do, it’s incomplete. They always have to scramble to finish the job.”

“What problems does that create?”

“Morale, for one. His team’s enthusiasm is pretty low. They complain about having to do the same job twice, or get halfway through something and have to stop, tear it down and start over on another ‘more important’ project.”

“And?”

“And, it’s having an impact on customers. Some of the phone calls are getting all the way up to me. When they get to me, something is wrong.”

“So, what do you think is happening?”