Reference no: EM132787012

The management of NAF are concerned about the attitude and behaviour of one of their service engineers, Harry Pearson. Harry is a highly experienced service engineer and has been with the company many years without a blemish on his work record. Six months ago he was 'reassigned' from his usual work because his expertise was desperately needed to sort out the many problems that were occurring with a new product range of televisions.

In recent months, despite many warnings, Harry has been repeatedly breaking company 'rules' by 'extending' guarantees, supplying replacement parts at cost, replacing faulty equipment by new and often different models of television when he 'should' have repaired the fault and by advising customers to purchase TVs produced by NAF's competitors. Harry has always maintained a good rapport with those of NAF's customers with whom he has dealt, and recently there has been a barrage of complimentary letters to the company about the promptness, courtesy and professionalism with which he has done his job. There has even been a letter from a satisfied customer mentioning him by name published in a national magazine.

Note: please answer questions in context of problem solving and decision making.

Q1. Why is Harry recklessly going against company policy?

Q2. What can be done about him?

Q3. In the context of group influences on individual behavior, groups tend to develop processes for enforcing and policing norms. Please resolve using the Herbert four stages in the enforcement process, how you will utilize the Herbert four stage of enforcement in Harry case.