Human Behavior in Organization
Case Study for Module 8
Perfect Taste Bakery Products: Run for your Life
Perfect Taste Bakery Products is a company that is already on its 12th year operation. A line of bakery products
manufactured by the company is delivered to the different marketing outlets located in five provinces of Luzon.
To facilitate delivery of its products, the company maintains fifteen mini-trucks. Each delivery van is manned by a driver
and a helper who are both salaried employees. Products are delivered twice a week on each outlet.
For the past 12 years, the company appeared not to have been affected by any conflict either between management
and employees or between employees. This has been so until just recently the drivers and the helpers of ten delivery
vans went to see the general manager. They denounced the manner by which the dispatcher makes delivery
assignments. They complained about the easy routes assigned to five drivers whom they thought to be the favorites of
the dispatcher. One of the complaining drivers mentioned that he discovered that the five drivers and the dispatcher are
members of a certain fraternity, another driver also complained that the newer vans were assigned to the “favorites”.
Some other issues were also mentioned. One of these is the questionable performance report of the dispatcher which
indicated high ratings for the “favorites”. The complainants are agitated and they became more angry when they were
informed of the performance-based salary adjustments scheduled within thirty days.
The general manager promised that he will do something. After a month, there was no indication that the general
manager did anything about their complaints. The complaints, however, noticed that the dispatcher has changed his
behavior towards them. He became more strict with them. It was then that they began to harbor ill feelings toward the
dispatcher. They began to talk about how to get even with him.
Questions:
1. Do you think a conflict is already existing? Why? Do you think a conflict is already existing? Why?
• In this scenario, a clear conflict already exists between the drivers and both the dispatcher and general
manager. Drivers feel that five individuals are receiving special treatment in the form of easier routes
and access to newer vehicles. These perceptions create resentment. The situation is further aggravated
by the lack of timely intervention from the general manager and the dispatcher’s increasingly strict
behavior toward the complaining drivers. The underlying issue is the perception of unfair treatment.
Whether or not favoritism truly exists, the lack of transparency in assigning routes and vehicles has
created a breeding ground for dissatisfaction. Both the dispatcher and the general manager failed to
address the drivers’ concerns in a timely and effective manner. The conflict in this scenario stems from
perceptions of favoritism and inadequate leadership responses.
2. What should have been done by the dispatcher? By the general manager?
• To prevent conflict the dispatcher should have developed and communicated clear, objective criteria for
assigning routes and vehicles. These criteria could include factors like seniority, performance, or rotation
schedules and when drivers raised their concerns, the dispatcher should have listened without bias and
explained the reasoning behind their decisions. Active listening could have defused tensions. The
general manager should have conducted a thorough and unbiased investigation into the drivers’
concerns. This would include reviewing route assignments. The general manager should have monitored
the workplace and should have implemented long-term measures to prevent similar conflicts, such as
regular team meetings, anonymous feedback systems, and training on equitable management practices.
Leimalyn Gauran, Mary Rose Domingo, Jhomer Belen, Rafael Maltu
