Vishwajeet Vas left for Delhi for official work on 4 September, by 3:50 pm train. On 5 September in Delhi, he received a call from his colleague saying that his family had met with an accident. He immediately called his home to let them know about his family. He flew back to Bombay the same evening.

Vishwajeet stays in a house provided by his office. The day before he left for Delhi, he had asked the office car to pick up his family from the station.

The driver picked up Vishwajeet’s family at 7:54 pm, and half the way, the car met with an accident. A truck hit and damaged the car. The driver and Vishwajeet’s mother received minor injuries, while Vishwajeet’s sons and wife were badly injured. A nearby RTO officer took the driver and Vishwajeet’s family to the police station. From there, Vishwajeet’s son told one of his uncles about the accident, who then took them to the hospital for treatment.
The next day, on 5 September, Vishwajeet’s brother called the company’s administrative department to inform them about the accident and to ask where Vishwajeet could be contacted, but there was no proper response. After reaching the office, Vishwajeet complained about the lack of concern by the administrative office for the accident. The administrative officer had not taken any action against the driver. He also gave more details about the accident.
The chief executive took this issue to the employee association of the company on 6 September. On the same day, he received a memorandum from the association about the inaction of the administrative officer concerning the accident.
Questions 1. What kind of behavioral change is required on the part of the different levels involved?
2. Was the problem to be dealt with in a more formal way?