You are an assistant manager at a small consulting firm. You ask one of the employees that works for you to drop off a package at the post office after work on Tuesday. The post office is right on his way home, but it is very out of the way for you. The package is especially important, and it must arrive at its destination by the following day: Wednesday, at noon.
The package has a document that will be discussed at an important meeting with business partners that will only be in town for one day. Although you will not be at the meeting, your manager and the CEO will be in attendance and both of them have entrusted you with making sure that the package arrives.
You find out on Wednesday afternoon that the package never arrived. You are responsible for the mistake.
What do you do?
Your grade will be based on your thorough and thoughtful answers to the three given scenarios as well as your ability to create a fourth scenario. For more details on how you will be graded, please refer to the rubric below.
In this scenario, I made a mistake by entrusting an employee with the task of dropping off an important package at the post office. As the assistant manager, I am responsible for the mistake, and I need to take immediate action to rectify the situation. Here is what I would do:
Scenario 1: Admitting the Mistake and Taking Responsibility
1. Promptly Inform Manager and CEO: I would immediately inform my manager and the CEO about what happened. Transparency and honesty are essential in such situations, and it’s crucial that they are aware of the mistake.
2. Apologize and Accept Responsibility: I would personally take responsibility for the error, acknowledging that it was my decision to assign the task to the employee. I would apologize sincerely, emphasizing my commitment to finding a solution and preventing similar incidents in the future.
3. Investigate the Issue: I would investigate the reasons behind the package not arriving at its destination. This could involve talking to the employee and understanding their perspective, checking the tracking information, and communicating with the post office to identify any potential issues or delays.
4. Evaluate the Impact: I would assess the impact of the package not arriving on time. Understanding the consequences will help determine the appropriate course of action to rectify the situation and mitigate any potential damage.
5. Find a Solution: Depending on the urgency and significance of the document, there are a few potential solutions:
- Reschedule the Meeting: If rescheduling the meeting is an option and the document can still be delivered in time for the new meeting, I would propose this to my manager and the CEO. It would help ensure that the document's importance is not compromised, and the business partners can still have access to the required information.
- Arrange for Expedited Delivery: If the document absolutely needs to reach the business partners within the shortest possible timeframe, I would explore alternative delivery options, such as overnight courier services or hand-delivery by a trusted staff member. I would research the available options, including their costs and reliability, and present them to my manager and the CEO for their approval.
- Have the Document Sent Electronically: If the document can be digitized and sent securely, I would explore this option. Email or a secure file sharing platform could be used to transmit the document electronically. This would require coordination with the meeting organizers and ensuring that the digital document is accessible to the attendees.
6. Implement Preventive Measures: To avoid similar mistakes in the future, I would review and revise the processes for handling important packages. This might involve assigning delivery tasks to employees who have a more direct route to the post office or creating a checklist to ensure that all steps are followed when entrusting someone with such tasks.
Scenario 2: Discussing Lessons Learned and Implementing Changes
1. Organize a Meeting with the Employee: I would sit down with the employee and discuss the incident. It is essential to understand their perspective, any challenges they faced, and if there were any misunderstandings or issues during the task assignment. A constructive conversation can help identify areas for improvement and resolve any potential concerns.
2. Address the Issue Confidentially: Confidentiality is crucial to maintain a respectful work environment. I would ensure that the discussion surrounding the mistake does not lead to any form of public shaming or humiliation. It is important to focus on solutions and lessons learned rather than placing blame.
3. Develop Guidelines or Standard Operating Procedures (SOPs): I would work with my manager, the CEO, and other relevant stakeholders to establish clear guidelines or SOPs regarding package deliveries. These guidelines would outline the responsible parties, communication protocols, and any specific instructions for time-sensitive deliveries. This would help prevent similar mistakes in the future and provide a reference for employees.
4. Conduct Training and Provide Resources: I would organize training sessions or workshops to educate employees on the importance of delivering time-sensitive packages. This would emphasize the impact of their actions, highlight best practices, and ensure clarity on the necessary steps to take when assigned such tasks. Additionally, providing resources like maps or directions to the post office can help employees plan their routes more effectively.
Scenario 3: Evaluating Performance and Accountability
1. Performance Evaluation: As the assistant manager, it would be appropriate to assess the employee's overall performance, taking this incident into account. This evaluation should consider their past performance, their response to feedback and guidance, and the impact of this mistake on the organization.
2. Coaching and Guidance: I would provide constructive feedback to the employee, highlighting the importance of attention to detail, responsibility, and reliable execution. This would be an opportunity for coaching and mentorship, helping the employee grow and learn from their mistake.
3. Identify Potential Training Needs: If the mistake was due to a lack of knowledge or skills, I would identify any training or development opportunities that could enhance the employee's performance. This could involve suggesting specific courses, workshops, or on-the-job training to bolster their skills and knowledge in relevant areas.
4. Rebuilding Trust: Mistakes can erode trust, so I would work to rebuild trust with the employee by establishing clear expectations, providing guidance and support, and monitoring their progress. Regular check-ins and open communication can help demonstrate their value to the team and create a positive environment for growth.
Additional Scenario: Proactive Measures and Communication:
In a proactive approach, I would implement additional measures to ensure package deliveries are successful:
1. Implement Delivery Confirmation: Whenever an important package is sent, I would request delivery confirmation from the recipient. This confirmation can be digital or manual, providing assurance that the package reached its destination on time.
2. Establish Communication Channels: I would set up regular check-ins or status updates with employees responsible for important deliveries. These discussions would serve as an opportunity to address any concerns, clarify instructions, and offer support.
3. Utilize Technology: I would explore the use of technology to facilitate package tracking and provide real-time updates to all relevant stakeholders. This can help identify potential issues early and allow for immediate actions to be taken.
4. Foster a Culture of Accountability: By promoting a culture of accountability, where employees are encouraged to take responsibility for their actions and communicate proactively, I would create an environment that supports transparency, learning, and continuous improvement.
Overall, it is crucial to learn from mistakes and take steps to prevent similar incidents in the future. Through effective communication, support, and proactive measures, I can address this specific mistake, ensure accountability, and build a more resilient and efficient process for future package deliveries.