ABSTRACT
Bob Jackson is the new operations manager of the distribution center for Hayward Healthcare Systems, Inc., a mid-size, non-union company located in California. He was transferred from another operations position in the company to fill this position because of some serious performance problems in the distribution center that had resisted all attempts at improvement. He found that his employees were either demoralized or had tough, belligerent attitudes toward management and other employees. Both Buddy Jones and Ed Williams were known as tough employees who had previous disciplinary problems at Hayward Hospital Supply. Williams is the only black employee who works on the loading dock. Jones had been incarcerated for 18 months prior to being hired by the company. Jackson knew that he should take immediate action to resolve this problem and to avoid a potentially volatile escalation of the conflict.
