Ob Case
Caribbean Management Cases – Terrence Bruton (1993)
SUCCESS ENTERPRISES
The ring of the telephone interrupted Mrs. Deen in mid sentence, and she looked apologetically at her banker in her office as she picked up the receiver. "Success Enterprises, GM speaking," she answered pleasantly. It was Mr. Anthony Julien, one of the two supervisors in her medium sized sanitation company. The rest of the conversation went something like this: Mr. Julien: "Another truck breakdown in Area 2B, Mrs. Deen, and guess what? I think the new battery was stolen and replaced by a reject! No one knows how it was switched. Different loaders had different routes and of course that truck has been used by several drivers this week." Mrs. Deen: "I'm not surprised. "Just this morning I spoke to a few drivers who changed oils without checking with the mechanics. One truck is now under repairs because of that. They listened politely as usual but some of them won't heed instructions until you repeat them." Mr. Julien: "Actually one driver told me they checked with Mr. Singh and he said it was okay to change oils." Mr. Julien was referring to Mr. Jai Singh, the second supervisor, who was overseeing work in the company garage and on the route. Mr. Julien: "Something must be done about accountability for these mishaps. Its affecting morale. You have to take a harder line on the offenders." Mrs. Deen: "We'll see, Anthony. I know that performance must improve, but I worry that these men have families." Mr. Julien: The government checkers are becoming nervous about us not making the routes on time. They're wondering if we're operating by Murphy's Law. And apparently an extra truck for trimmings had been requested weeks ago." Mrs. Deen: "I've been caught up. I must have forgotten. Come up and I'll get Jai to discuss this further. These contracts cannot be lost." Mrs. Deen's meeting with her banker to negotiate another overdraft to pay VAT would have to be rescheduled. Having over fifty male workers
SUCCESS ENTERPRISES
The ring of the telephone interrupted Mrs. Deen in mid sentence, and she looked apologetically at her banker in her office as she picked up the receiver. "Success Enterprises, GM speaking," she answered pleasantly. It was Mr. Anthony Julien, one of the two supervisors in her medium sized sanitation company. The rest of the conversation went something like this: Mr. Julien: "Another truck breakdown in Area 2B, Mrs. Deen, and guess what? I think the new battery was stolen and replaced by a reject! No one knows how it was switched. Different loaders had different routes and of course that truck has been used by several drivers this week." Mrs. Deen: "I'm not surprised. "Just this morning I spoke to a few drivers who changed oils without checking with the mechanics. One truck is now under repairs because of that. They listened politely as usual but some of them won't heed instructions until you repeat them." Mr. Julien: "Actually one driver told me they checked with Mr. Singh and he said it was okay to change oils." Mr. Julien was referring to Mr. Jai Singh, the second supervisor, who was overseeing work in the company garage and on the route. Mr. Julien: "Something must be done about accountability for these mishaps. Its affecting morale. You have to take a harder line on the offenders." Mrs. Deen: "We'll see, Anthony. I know that performance must improve, but I worry that these men have families." Mr. Julien: The government checkers are becoming nervous about us not making the routes on time. They're wondering if we're operating by Murphy's Law. And apparently an extra truck for trimmings had been requested weeks ago." Mrs. Deen: "I've been caught up. I must have forgotten. Come up and I'll get Jai to discuss this further. These contracts cannot be lost." Mrs. Deen's meeting with her banker to negotiate another overdraft to pay VAT would have to be rescheduled. Having over fifty male workers