Copyright © 1994, 2008, Alan Clardy, Ph.D.
The materials that appear in this book, other than those quoted from prior sources, may be
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Reproduced from 50 Case Studies for Management and
Supervisory Training, by Alan Clardy, Ph.D., Amherst, MA: HRD
Press, 1994, 2008
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iii
Table of Contents
Acknowledgments....................................................................................
v
Using the Cases in This Manual .............................................................. vi
i
Case Report Worksheet....................................................................... xii
i
Analyzing a Case: A General Strategy .................................................... x
v
Case Analysis Guidelines Worksheet.................................................. xvi
i
An Invitation to the Reader...................................................................... xi
x
Case Issues Index..................................................................................... xx
i
The 50 Case Studies
1. How come they make more than me? ............................................ 1
2. “She’s a Smart Enough Broad” ...................................................... 5
3. Improving Performance in Business Services................................ 11
4.
“Looney Tunes on Parade”: Part 1—Getting Started on
the Right (or Left?) Foot................................................................. 15
5. “Looney Tunes on Parade”: Part 2—Kicking into Gear ................ 23
6. “Looney Tunes on Parade”: Part 3—A Time for Action ............... 31
7. Mary Corey..................................................................................... 37
8. Shipping and Receiving.................................................................. 43
9. They Came from Docu-Max .......................................................... 47
10. He’s Just Not the Same................................................................... 51
11. Special Checking Is Handed a Loss ............................................... 55
12. Beverly Comes Full Circle ............................................................. 59
13. It Was Really So Simple................................................................. 65
14. Pain in Claims................................................................................. 71
15. Don’t Let Her Get Behind You ...................................................... 73
16. Kathy Showers................................................................................ 81
17. Forgetting Claims ........................................................................... 85
18. Answering the Phone...................................................................... 91
19. Good News, Bad News: Part 1—The $3.75 Mistake..................... 95
20. Good News, Bad News: Part 2—Judy, Judy, Judy ........................ 99
21. Good News, Bad News: Part 3—The Storm Breaks...................... 103
22. Conflict in Customer Service ......................................................... 107
23. Don’t Let an Old Flame Die........................................................... 113
24. The Contradiction of Business ....................................................... 119
25. Problems Behind the Counter......................................................... 123
26. Wanted: Good Secretary................................................................. 129
50 Case Studies for Management and Supervisory Training
iv
27. Another Staff Meeting.................................................................... 133
28. The Case in Case Analysis ............................................................. 137
29. A “No” in the Field......................................................................... 141
30. Buddy Jefferson.............................................................................. 145
31. A Wet Pain in the Neck.................................................................. 149
32. “Well, excuuuse me!”..................................................................... 155
33. The “B” Is Back.............................................................................. 161
34. Accidents Happen........................................................................... 167
35. A Leadership Challenge ................................................................. 177
36. It Was Either Some Dress or Some Stain....................................... 181
37. Bad News in Budgets ..................................................................... 185
38. Out of Control................................................................................. 191
39. What a Waste of Time.................................................................... 195
40. Getting a Fair Hearing.................................................................... 201
41. Who’s telling the truth? .................................................................. 205
42. Shouting for Results ....................................................................... 213
43. Fixing Things Over Dinner ............................................................ 221
44. A System’s Migration to New Skills.............................................. 227
45. The Worst Part Was That She Often Was Right ............................ 233
46. Lighting a Fire ................................................................................ 239
47. Caught in the Act............................................................................ 245
48. Look Out Ahead ............................................................................. 257
49. A Problem in Security .................................................................... 261
50. Who, me?........................................................................................ 273
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