New Supervisor Policies
originally titled:
Containers
Axtell, Inc. designs, manufactures, and installs large
containers designed to store highly active chemicals. These
containers require strong, reliable safety seals to prevent
spills and leakage, precision temperature control units, and an
automated valve system to control inflow and outflow. For
several years Axtell only manufactured the containers. Its
major customers installed them without supervision from Axtell.
However, recent automated design innovations require intricate
installation procedures. Mistakes can be very costly, ranging
from damaged machinery and interrupted workflow to serious
injury to workers. So, Axtell now sends engineers to each site
to supervise installation.
As chief engineer of Axtell's Installation Division, Howard
Hanson manages the installation supervisors. He is proud of his
division's record during his five years on the job. There have
been only two reported incidents of serious accidents involving
Axtell containers. Both were determined to have resulted from
negligence on the part of chemical companies rather than any
flaws in the containers. Axtell's good record is in no small
way attributable to the work of Howard's division. Although the
supervisory work is tedious, Howard insists that his engineers
carefully supervise each phase of the installation. There are
times when the workload is so heavy that it is difficult for
the engineers to meet installation deadlines; and occasionally
customers apply pressure on Axtell to be allowed to install
containers without Axtell supervision. But, Howard realizes
that quality, and perhaps even safety, may be compromised
without proper supervision. Furthermore, he is concerned to
minimize Axtell's legal liabilities. So, he has a motto on his
office wall: "Better late than sorry!"
Normally only one Axtell engineer is sent to an installation
site. But because the installations require several complex
procedures, Howard has the work of new engineers double-checked
by veteran engineers for the first month on the job. The
veteran supervisor's job is to coach and monitor the newcomer's
supervision as they oversee the installation together. Each
container is given a dated inspection number that can be traced
to the engineer. Those that are double-checked are given two
numbers, one traceable to the new engineer, the other to the
veteran engineer. Axtell's requirement that new engineers have
a one month training period was Howard's idea. Although he
realized that it was not required by law, Howard convinced
Axtell management that having such a requirement would enhance
quality and safety.
Scenario #1
Tom Banks was in the last week of his one month trial
period. He had been working with veteran engineer Charles Yost
during the entire trial period. It was clear to Charles from
the very first week that Tom had a real knack for thorough,
efficient supervision. It seemed apparent to both of them by
the end of the third week that Tom was more than ready to "go
it alone." But, they reminded themselves that "rules are
rules;" the training period is a full month. So they would have
to stick it out for the full trial period. At the beginning of
the final week Tom noticed that Charles seemed somewhat
lethargic and inattentive. When he asked Charles if he was all
right, Charles replied, "I'm just a little tired. I've been
under a lot of pressure lately, and it's been cutting into my
sleep." Tom suggested that Charles take a couple of days of
sick leave to get rested. "We can ask Howard to assign someone
else to me for these last couple of days." Charles replied that
he had exhausted his sick and vacation leave time for the year
and that he was too financially strapped to lose any pay.
"Besides," he said, "Howard doesn't have anyone available to
replace me this week, and this job can't wait. These guys are
already champing at the bit."
By Friday Charles was too ill to concentrate on his work.
Tom suggested that Charles go home for the day. But Charles
replied, "I thought about staying home today, but I just can't
afford it--and we have to get the job done this week anyway.
I'll get some rest this weekend, and I'll be fine next week. We
can get through today all right. Look, next week you're on your
own anyway. I've been checking your work for three weeks.
You're the best supervisor I've ever seen around here. Don't
worry, you can handle it. Give 'em a good look and I'll just
put my tag on." What should Tom do?
- Cover for Charles and carry out the supervision by
himself.
- Stop the inspections and tell Charles that they need to
talk to Howard.
- Other.
Scenario #2
[Following Scenario #1, choice 1).]
Tom Banks covers for Charles. The scene shifts to several
months later. Nearly a year has passed since Tom Banks came to
work for Axtell. Tom has been doing very well and is now being
considered for Charles Yost's position. Tom had been concerned
about Charles's health for some time. Still, it came as a shock
to him when Charles died from a massive heart attack just two
weeks ago. Unfortunately, only ten days after Charles' funeral,
Axtell received a complaint from Cameron Chemical charging that
several of Axtell's containers have serious leakage problems.
Three workers have been hospitalized because of exposure to the
leaking chemicals, and several pieces of valuable equipment
have been seriously damaged. Cameron plans to sue Axtell for
supplying defective equipment. Axtell's attorneys, on the other
hand, plan to argue that the fault must lie elsewhere
(Cameron's storage facility, improper handling of the
containers, or perhaps even sabotage). They plan to cite
Axtell's excellent record and its rigorous installation
supervision.
Howard is sent to Cameron to inspect the leaking containers.
He finds two inspection numbers on each of the three
containers. He is able to trace the first number on each
container to Tom Banks, whom he regards as one of his best
young supervisors. He traces the second number to Charles Yost.
Although, obviously, he cannot talk with Charles Yost, Howard
decides he should talk with Tom Banks. As they talk, they
determine that the installation of the containers was completed
on the last day of Tom's trial period. Suddenly Tom remembers
that Charles had not been feeling well near the end of that
week. Tom remembers thinking about asking Howard if he could
replace Charles with another supervisor, but he agreed with
Charles that he was more than ready to "go it alone." Besides,
he felt that going to Howard would only cause problems for
Charles, not to speak of causing problems with an anxious
customer. So, he decided to double-check everything himself. So
far, Tom is recalling this only to himself. What should he say
to Howard?
- He should say nothing to Howard about departing from the
regular routine.
- He should tell Howard about departing from the regular
routine.
- Other.
Option 1. [Scenario #2]
Tom tells Howard nothing about the departure from the
regular routine. Tom is then asked by Howard to testify in
court that standard procedures were followed. What should Tom
do now?
- Agree to testify, but still tell nothing to Howard about
the departure from the regular routine.
- Tell Howard about the departure from the regular routine,
and let him decide what should be done next.
- Other.
Option 2. [Scenario #2]
Version I
Tom tells Howard about departing from the regular routine.
Howard says, "That's not what I want to hear. I want you to
testify in behalf of Axtell. But keep this stuff to yourself!"
What should Tom do now?
- Tom should do what Howard says.
- Tom should agree to testify, but refuse to lie in
court.
- Tom should refuse to testify unless called by the
opposing side. If he is called, he should refuse to lie.
- Tom should talk with Axtell's attorneys, telling them
what he has told Howard, as well as Howard's response.
- Other.
Version II
Tom tells Howard about the departure from the regular
routine. Howard then reports this to Axtell's attorneys. They
tell Howard to keep quiet about this and not to volunteer
information about who supervised the installations. They hope
that the Cameron will not ask Tom to appear in court; but if
they do, the attorneys will "coach" Tom. Discuss.
Scenario #3
[Following Scenario #1, choice 2.] Tom calls Howard about
Charles' inability to work on Friday. Howard has no one to send
to replace Charles for the day. But he has already assured
Cameron that the installation will be completed on Friday. What
should Howard do?
- Tell Tom to complete the work, as Charles suggested.
- Stop the installation until a replacement for Charles can
be found.
- Other.
[If 1. is selected, think through what the likely outcomes
might be. Earlier scenarios might be helpful--adding now that
Howard is "in the know" from the beginning. What should Tom be
prepared to tell the attorneys and the court if asked to
testify? What should Howard tell the attorneys and the courts?
If 2. is selected, trace out some consequences--e.g., Cameron
loses $25,000 because of the delay. Axtell offers to compensate
Cameron for that amount.]
Scenario #4
[Following Secnario #1, choice 1 & 2, and Scenario #2]
Tom clearly has violated the standards set by Howard. What, if
anything, should Howard do about this? Does it matter how
Howard learns of this violation? (E.g., suppose Tom told Howard
when he and Howard first discussed the problem at Cameron.
Suppose Howard learns of this only after asking Tom to appear
in court. Suppose Howard learns of this through one of Tom's
co-workers.)