50 Case Studies for Management & Supervisory Training Alan Clardy, Ph.D. Advantage Human Resources Published by HRD Press Eabalewood kewood 50 South Ninth Street Minneapolis, MN 55402 1 (800) 707-7769© Alan Clardy, Ph.D., 1994 ‘The materials that appear in this book, other than those quoted from prior sources, may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do, however, ask that the following statement appear on all reproductions. Reproduced from Fifty Case Studies for Management & Supervisory Training, by Alan Clardy, Ph.D. Amherst, Mass.: HRD Press, 1994. ‘This permission statement is limited to reproduction of materials for educational or training events. Systematic or large-scale reproduction or distribution—or inclusion of items in publications for sale—may be carried out only with prior written permission from the publisher. Published by HRD Press 22 Amherst Road 50 South Ninth Street Amherst, MA 01002. Minneapolis, MN 55402, 1-800-822-2801 1 (800) 707-7769 ISBN 0-87425-977-0 Production Services by Susan Kotzin Cover Design by Old Mill Graphics Editorial Work by Mary GeorgeTable of Contents Acknowledgements ......... v Using the Cases in This Manual vill Case Report Worksheet ...... xiii Analyzing a Case: A General Strategy he ox Case Analysis Guidelines Worksheet... . xvii An Invitation to the Reader... : xix Case Issues Index. . eeeee AKL The Fifty Case Studies. . BeRS yer ae 10. 12. 13. 14. 15. 16. 17. 18. 19. 20. 24. 22. 23. How Come They Make More Than Me? "She's a Smart Enough Broad”. . : Improving Performance in Business Services . "Looney Tunes on Parade": Part 1—Getting Started on the Right (or Left?) Foot... “Looney Tunes on Parade": Part 2—Kicking Tato Gear, “Looney Tunes on Parade": Part 3—A Time for Action Mary Corey... 2220.5 Shipping and Receiving . They Came From Docu-Max He's Just Not the Same. .. ce 10.1 Special Checking Is Handed a Loss... . Ml Beverly Comes Full Circle. 12.1 It Was Really So Simple. . 2134 Pain in Claims. . . 14.1 Don’t Let Her Get Behind You . 15.1 Kathy Showers 16.1 17 ee lal - 19.1 20.1 214 pond 23.1 Forgetting Claims. ‘Answering the Phone . a Good News, Bad News: Part |The $3.75 Mistake Good News, Bad News: Part 2—Judy, Judy, Judy. Good News, Bad News: Part 3—The Storm Breaks . Conflict in Customer Service ....... Don't Let an Old Flame Die......