A U.S. production manager, Joe Sorrells, is sent to manage a manufacturing facility in Mexico. On his arrival, his assistant production manager, Juan Lopez, suggests they go to the factory to meet the workers who have been awaiting his arrival. Joe declines Juan’s offer and chooses instead to get right to work on determining why the quality and production rate of the Mexican plant are not equal to the U.S. plant. Juan stresses the importance of getting to know the workers first, but Joe lets Juan know he was sent to Mexico to straighten things out, not to form friendships with the local workers.

Without further comment, Juan gets Joe the figures and records he requests. Joe made a number of changes and felt sure the plan he had prepared would improve quality and increase production.

After a couple of months, no improvement has been made; Joe cannot understand why the workers seem to resist his plans. What went wrong?