Goals Going Astray
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Case Code : HROB140
Case Length : 08 pages
Period : 2007-2011
Pub Date : 2011
Teaching Note : Not Available
Organization : -
Industry : Automotive / Service
Countries : India
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This case study was compiled from generalized experience of the authors, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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Sudhir Gupta (Gupta), CEO and founder of BestValue, a Pune, India-based chain of luxury car service providers, sat in his office, his attention riveted on a news item on the fourth page of that morning's newspaper. The news item had been something Gupta had been anticipating for some time but it still came as a shock to see it there in black and white. The company had been accused of adopting unfair trade practices to make customers pay more (Refer to Exhibit I for the news clip). Gupta had been hearing that such practices were on the rise in his organization ever since the company had brought about some key changes, particularly a new performance management system. One of the employees in the thick of this brouhaha was V. Raju (Raju), a Service Advisor posted in one of its units in Bengaluru.
However, there was no concrete proof to indict the company of any wrongdoing till then.
After conducting an internal inquiry, Gupta discovered some serious problems. He called his marketing head, India Operations, P. Ashwath (Ashwath), and the HR Head, S. Nagesh (Nagesh), to his office...