CASE 14 BAD BRAKES
Sukhvinder Singh is the maintenance supervisor of a large taxicab company. He had been very concerned because the cab drivers were not reporting potential mechanical problems. Several months ago, he implemented a preventive maintenance programme. This programme depended upon the driver's filling out the number of occasions a cab left the garage with major problems that the previous driver was aware of but had not reported. Calling out the field repairs teams to fix the breakdowns was not only costing the company much time and trouble but also was very unsafe in some cases and created a high degree of customer ill will. The drivers themselves suffered from a loss of fares and tips, and in some cases their lives were endangered ...
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