THINKING CRITICALLY Case 10-A: Communication Problems at Ozark Corporation March
ID: 352433 • Letter: T
Question
THINKING CRITICALLY Case 10-A: Communication Problems at Ozark Corporation March is the busiest time of the year at Ozark Corporation. working on, find out what the problem is out on the Thus, when the production line in Section A has trouble e, and get rid of it. for the second time in a week, Sam Case decides he'd better PAUL: Okay, I'll get out there, find out what's causing the get it straightened out immediately. As the lead supervisor, problem, and get rid of it. Sam is directly in charge of Sections A and B. SAM: Fine. Sam calls in Paul Banks, the new supervisor in Section A. A quick check of the line reveals that there was a problem with the automatic control unit. Paul checks and finds that it would take four hours to replace the unit. "If you put in a new one," the maintenance man tells him, "you won't have a problem with it for at least sixteen months. It's up to you. I'll do whatever you tell me." Paul Their conversation is as follows: SAM: Paul, we seem to be having some problems in your section. The line has been down twice in the last three days. This is our busiest time of the year. We can't afford to have recurring problems of this type. I want you to stop that quality-control project I have you tells the man to replace the automatic control unit.Explanation / Answer
1. Sam did not give clear instructions to the supervisor. He ordered to clear the line and assumed that his instructions by default included all the conditions of clearing the line that the supervisor should know. There was no feedback taken about the instruction given.
2. The problem could have been prevented by having a clear communication between Sam and the supervisor. In addition to giving crisp and accurate instructions, both parties should have demonstrated active listening by asking questions and clearing doubts. Moreover, Sam should have laid the criteria for success of the operation of the line so that the supervisor could modify his approach to suit the specific requirements.
3. Sam and Supervisor should learn the following lessons:
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