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Published by: Harvard Kennedy School
Published in: 2000
Length: 42 pages
Topics: Evaluation

Abstract

The federal Equal Employment Opportunity Commission is the agency charged with investigation of non-criminal complaints of civil rights- related violations inthe U.S. workplace, including racial and gender discrimination. This case desscribes the agency''s efforts to reform its internal procedures do as todeal with a staggeirng backlog of complaints-- nearly 100,000--and up to 19-month waits for resolution. It focuses on key strategic decisions which must set the stage for greater efficiency-- particularly the issue of whether every complaint must be processed in the same manner, of whether the agency should find ways to concentrate its effort on complaints judged somehow to be more significant.

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Abstract

The federal Equal Employment Opportunity Commission is the agency charged with investigation of non-criminal complaints of civil rights- related violations inthe U.S. workplace, including racial and gender discrimination. This case desscribes the agency''s efforts to reform its internal procedures do as todeal with a staggeirng backlog of complaints-- nearly 100,000--and up to 19-month waits for resolution. It focuses on key strategic decisions which must set the stage for greater efficiency-- particularly the issue of whether every complaint must be processed in the same manner, of whether the agency should find ways to concentrate its effort on complaints judged somehow to be more significant.

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