Chapter 1 The World of Innovative Management 33

1
charges of sexual harassment (which were subsequently What Would You Do?

INTRODUCTION
dropped). What was more disturbing was the fact that the
number and the severity of the complaints had increased 1. Ignore the problem. Jacobs’s contributions to new prod-
with each of Jacobs’s ten years with Shellington. uct development are too valuable to risk losing him,
When Harry questioned the company president about and the problems over the past ten years have always
the issue, he was told, “Yeah, he’s had some problems, but worked themselves out anyway. There’s no sense start-
you can’t just replace someone with an eye for new prod- ing something that could make you look bad.
ucts. You’re a bottom-line guy; you understand why we let 2. Launch a full-scale investigation of employee complaints
these things slide.” Not sure how to handle the situation, about Jacobs and make Jacobs aware that his documented
Harry met briefly with Jacobs and reminded him to “keep history over the past ten years has put him on thin ice.
the team’s morale up.” Just after the meeting, Barton called 3. Meet with Jacobs and the employee to try to resolve
to let him know that the problem that she’d mentioned over the current issue, and then start working with Barton
lunch had been worked out. However, she warned, another and other senior managers to develop stronger poli-
employee has now come forward, demanding that her com- cies regarding sexual harassment and treatment of
plaints be addressed by senior management. employees, including clear-cut procedures for handling
complaints.

Ch1 Apply Your Skills: Case for Critical Analysis

SmartStyle Salons both women and instruct them that, when they return to
Jamika Westbrook takes pride in her position as salon work, they are to bring a doctor’s statement and a copy of
manager for SmartStyle Salon, one of six local hair salons any prescriptions that they were given. “They had better be
associated with a large retail store chain located in the sick!” Jamika shouts as she enters her office, slamming the
Southeast and one of five chain store groups under the door more forcefully than she intended. Startled employees
Gold Group umbrella. She oversees a staff of 30, includ- and early-morning customers hear the outburst, and, after
ing hairdressers, a nail technician, receptionists, shampoo a momentary pause, they resumed their activities and quiet
assistants, and a custodian. She enjoys a reputation as a conversation, surprised by the show of managerial anger.
manager who works very hard and takes care of her people. Jamika knows she has let Holly and Carol Jean get away
Hairdressers want to work for her. with unwarranted absences before and worries that she will
Following the salon’s new-hire policy, Jamika began as do it again. She needs every head of hair that they can style
a shampoo assistant and quickly became a top hairdresser to help the salon’s profit.
in the company through a combination of skill, a large and Jamika takes a deep breath and sits at her desk, turning
loyal client base, and long hours at work. In 2007, retiring on the computer and checking e-mails, including one from
manager Carla Weems hand-picked Jamika as her succes- the group manager reminding her to send the salon’s status
sor, and the board quickly approved. report in advance of tomorrow’s meeting. She buzzes
Initially, the salon, located in a suburban mall, managed Marianne on the intercom to request final figures for the
a strong, steady increase, holding its position as one of the report on her desk by 1:00 p.m.
corporate’s top performers. But economic woes hit the area Picking up the phone, she calls Sharon, a manager at
hard, with increases in unemployment, mortgage woes, and another SmartStyle salon. “I really lost my cool in front of
foreclosures among current and potential customers. As everyone, but I’m not apologizing,” Jamika admits, adding
families sought ways to save, the luxury of regular visits to that she wished she had the guts to fire both stylists. “But
the hair salon was among the first logical budget cuts. The this is not the day for that drama. I’ve got that report hang-
past year has reflected this economic reality, and Jamika’s ing over my head. I have no idea how to make things look
salon saw a sharp decrease in profits. better than they are, but I have to come up with something.
Jamika’s stomach is in knots as she arrives at the salon Things look pretty dismal.”
on Monday. Scheduled to fly to Atlanta the next morn- Sharon assures her that she did the best she could deal-
ing for a meeting at corporate, she fears potential staffing ing with two “irresponsible” employees. “What will you do
cuts, but more important, she fears the loss of opportunity if they show up tomorrow with no doctor’s statement?”
to secure her dream job, replacing the retiring manager at “I don’t know. I hope I scared them enough so that
Riverwood Mall, the top-performing salon located in an they’ll come in with something.”
upscale area of the city. “I know you’re worried about the report and the effect
Distracted, Jamika walks past the receptionist, Mari- it might have on the Riverwood job,” Sharon says. “But ev-
anne, who is busily answering the phones. Hanging up the eryone knows you can’t control the economy and its effect
phone, Marianne tells Jamika that Holly and Carol Jean, on the business. Just focus on the positive. You’ll be fine.”
two popular hairdressers, called in sick, and Jamika now At 10:30, as Jamika struggles to put the best possible
has to reschedule their clients. Jamika had denied their spin on the report, she is paged to the receptionist desk
earlier request to travel out of town to attend a concert, to speak to an angry customer. “Another interruption,”
and her irritation is obvious. She orders Marianne to call Jamika fumes to herself. Just then, the door opens and top

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