50 Case Studies for Management and Supervisory Training

55

Case 11

Special Checking Is Handed a Loss

Background Information

Sammy Benson supervised the Special Check Sorting Unit of the Greater Down-

town Bank and Trust Company for over two years. The Special Check Sorting Unit

processed all the “special” checks that came into the bank, such as odd-sized, for-

eign, or damaged checks. Once the checks were sent to his unit, they were manually

interpreted, recorded, entered into the appropriate account transactions, and filed for

return.

Sammy supervised three check sorting clerks in his department. These jobs were

staffed by relatively untrained, entry-level individuals who had just graduated from

high school. People who did well in this unit were often promoted into other posi-

tions in the bank. As such, turnover tended to be high and there was a fairly steady

stream of employees through this unit.

During the summer, Greater Downtown Bank hired low-income, disadvantaged

young people for various jobs throughout the company as part of its Community

Upbeat campaign. To participate in this effort, representatives from the Human

Resources Department visited selected high schools to interview students. Since the

students were already prescreened by the school, the interviews were little more

than “get-acquainted” discussions. Last summer, Sammy’s unit supplied one of the

jobs in this effort.

Juanita Perez was hired in this context to work as a Special Check clerk. She was

scheduled to begin working in June after graduating from the local vocational high

school, where she maintained a C average. This was her first full-time job.

When Juanita reported to work in June, she was scared. It was not only her first

day on the job, but the first time she had ever been in the bank. Nevertheless, she

kept her courage and reported to the Human Resources Department as planned.

After waiting in the lobby for a while, she was taken to a small meeting room where

she and two other new hires were shown how to fill out and sign various forms and

documents. Next, an administrative assistant read to the new hires a series of per-

sonnel policies about work schedules, breaks, overtime, pay secrecy, attendance,

and benefits. She signed more forms, wondering what all this meant.

As the meeting drew to a close, Sammy Benson arrived after receiving a call

from Human Resources. He and Juanita were introduced for the first time. Sammy

escorted Juanita back to the Human Resources Department, showing her the bank’s

various offices and other departments. He gave her a quick tour of his area, intro-

ducing her to the other clerks as he went. Sammy was careful not to interrupt their

work, however, he did not explain to Juanita what they were doing. It was obvious

by the expressions on their faces that the employees were surprised to see her.

Sammy gave Juanita the job of processing foreign checks. He felt this task was

the easiest job to learn and do correctly. During her first day on the job, Sammy

spent about 15 minutes showing her the procedure: inspect, record, enter, adjust,