Republic of the Philippines

CARLOS HILADO MEMORIAL STATE COLLEGE

Binalbagan Campus
Graduate School Studies
Binalbagan City, Philippines

Name : JAY D. SASUMAN

Subject : HUMAN BEHAVIOR IN ORGANIZATIONS (HBO)
Day : SATURDAY
Time : 2:30 – 5:30 PM
Section :
Course
& Year : MASTER IN BUSINESS ADMINISTRATION
Topic : Final Requirements-Case Study with Guide Questions
Group/Pair No:
Term : 2nd Semester-2017-2018
Reference :
Professor : DR. JAY JAY M. PISUENA, MPA, MBA

Case Title: The Misinformed Driver

“ The role of the ordinary worker, such as the driver of a company vehicle, is crucial to the
operations of an organization.”

The above statement rings true, and so with the roles of each and every member of any organization
for that matter. I had an experience before that gives me an insight how coordination and
communication must work effectively together.

I was then assigned in charge of the litigations office in the Credit and Collections department in our
branch, handling very long standing delinquent accounts and had them processed and submitted at
the proper courts for litigation.

During the long process of filing legal claims for the company, it was the intention of both parties-the
company and its delinquent customers to agree on a certain settlement during the mediation
proceedings of the court. However, when the customer promised to pay his account and signed the
legal compromise binding before the court, and then failed to deliver such obligations consecutively,
there are no other remedy but for the presiding Judge to finally issue a Writ of Execution.

Whenever the Credit and Collection department of our branch receives such an order, the company
thru the Sheriff of Court now has the power and authority to recover the property in question.

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At that time, we will then carefully schedule the implementation of the court order with the highest
care, and perfect timing of execution is essential. Usually, we go on a team composing of some
supervisors, collectors, the sheriff, dispatching the company vehicle with its driver.

There was a time when we thought everything goes well according to plan, but unknowingly
overlooked a loophole-that of the company driver.

The driver was probably informed verbally, days before the main date, but the communication was
not repeated or reinforced.

On the day of the execution, we could have departed at around 6:00 in the morning but waited for
the driver to arrive. We waited for about half an hour , until an hour passed texting and calling him
over the phone, but no trace of the driver. We finally decided to proceed to his residence in Ilog
town, just to catch him unaware and a bit surprised. He told us that he did not receive any
information about the date and time of the operation, and he also forgot about it, citing he was very
busy delivering sold-out goods the day before.

The delay with the driver resulted to consequential inefficiency in the operations, save only that we
were able to recover one out of two units targeted for recovery. In crucial operations, a moment’s
delay can result to unforeseen dangers and hazards by any executing team.

Thus, when this event happened, I remembered how valuable each member’s role plays in a team.
We resolved the issue later on, by deciding that all the parties involved in any operation must be
present and active in all our credit and collection meetings pertaining to legal executions, not one
member must be left out uninformed or less informed.

When we improved on this resolve, things got better and we became more successful.

Guide Questions:

1. Was the driver telling the truth on his defence that he was not adequately informed or had been
misinformed about the details of the operation?

2. Where or who is responsible for this lapses of miscommunication?

3. What are the guidelines to be followed or to be observed so that problems such as the above will
not likely to happen in an organisation?

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Proposed Solutions:

Miscommunication, or the lack of communications can be averted by a meticulous planning

and coordination system that must be carefully implemented by the leadership of an organisation.

A few days before the supposed execution, the supervisor-in-charge should have inspected
each team member to make sure they know their respective roles and are ready to engage
accordingly.

The supervisor could have required the presence of the driver each time they have a planning
and deliberations session to make him a regular member of it from start to finish, making the latter
unable to make alibis or excuses whatsoever.

“ Fail not to inspect, rather than to expect.”