HW1-1-resource1 - AFAILURE I R& .,a...

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A FAILURE I XYZ returned a failed piece of equipment. A meeting was held which included Archie Hunter, a internal problem. Should Walt say anything about this in the presence of the customer, or should he wait until after the meeting to discuss this with Norm Nash? II Walt keeps silent during the meeting. After the meeting he talks with Norm about his diagnosis. He equipment. Norm replies, "I don't think it's wise to acknowledge that it's our fault. There's no need to hang out our wash and lessen XYZ's confidence in the quality of our work. A 'good will' gesture to replace the equipment should suffice." it does not tell XYZ the real nature of the problem. to Walt Winters at this point, or is it basically a "management problem"? III Many engineers eventually move into management positions. If Walt Winters moves into management, what lessons, if any, might he take with him from the above situation? [Prepared with James Jaksa.] COMMENTARIES Kenneth L. Carper
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The fundamental moral concept of honesty is at stake in this case study. Norm Nash, representing the position of management, has made the decision to deny the possibility of a defective product. This decision has been made on the basis of public image and ignores the technical opinion given by Walt Winters, one of the firm's engineers. Winter's silence is probably appropriate in the first meeting with the client. His position is one of technical support, not public relations. Also, his suspicions are not yet confirmed, and a preliminary contradiction of Nash's statement is unwarranted. Winters is correct in raising his objections directly with Nash following the meeting with the client. Norm Nash's reaction is unfortunate. Walt Winters should be distressed by this reaction. His first move should be to disassemble the equipment to confirm his diagnosis, if possible. If the evidence supports his hypothesis, he should then press Nash vigorously to deal honestly with the client. While this one experience with one executive may not be indicative of the attitudes of all management
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This note was uploaded on 09/13/2011 for the course EE 1101 taught by Professor Hendr during the Spring '11 term at Minnesota State University, Mankato.

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HW1-1-resource1 - AFAILURE I R& .,a...

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