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When Jimmy tried to fix the production process by identifying the problems, employees just blamed each other. He needed to take drastic measures. So he conducted an operational audit, asking an in-plant manager at another university to verify the results, and developed a plan to measure and improve each aspect of the audit. First he set his sights on employee attitudes, explaining to each staff member that it was crucial they change their attitude. There was some resistance; in the first 16 months, 10 employees left because they were unwilling to change.
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- Companies:
- Hewlett-Packard
- People:
- Deborah Leliaert
- Jimmy Friend
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