If you are implementing a new technology workflow into a call center for an insurance company, how might you approach leading a change management initiative?

answer; normative economics;

since the options are not listed, when you are working on your budget you should also add water, tv, internet, miscellaneous and your 'fun' money for in your budget. when budgeting, you need to allow for fun money, and mis/accidental money so that you stick to the budget and not go crazy because you feel strapped to the budget.