Neeraj Jain: Thomson MacKenzie, Toronto

Thomson-MacKenzie is a large accounting firm. A senior staff member has taken a phone call from one of the firm's clients asking about why he has not yet received his tax return as promised. The senior staff member has to determine what caused the delay in getting the return done on time, how to resolve the issues surrounding the delay, and how he will respond to the client. A part-time workforce, working with high volumes and tight deadlines, may be part of the problem.