$9\mathrm{.}2$ Joy's Complaint

The point of this exercise is to challenge the idea that only one person can $"$do it all." In fact, the endorsement that one person is the only person who can do it all may have negative effects on work performance as well as on worker relations.

Carla Kasiska has been the clinic manager for the Medgroup Management Practice in Nashville, Tennessee, for $12$ years. She is responsible for all staff and business operations in the practice. The practice is made up of three dermatologists, two plastic surgeons, and three nurses. Minor surgeries are conducted on the premises. It is Carla's responsibility to ensure the office runs smoothly, patients' calls are received promptly, medical records are in order, billing is conducted on a timely and regular basis, and materials and equipment are ordered and stored properly.

Carla is also responsible for all personnel issues. She hires, motivates, evaluates, and sometimes fires employees. Carla finds she is constantly hiring office assistants, as turnover is higher than at comparable practices. She finds herself working late to review the billing system for which Joy, the billing officer, is responsible. Joy has worked at the practice for two years and is very comfortable with her ability to bill appropriately. She knows the coding procedures and she has a good record regarding billing collections. She has asked why Carla stays late to review her billing work all the time, or to wo work that other assistants could do during the day.

Joy says, "Carla, my work is excellent. Do you really think you need to review my efforts on such a regular basis? You are busy. If you want to review, why don't you ask Linda to help? She has been working in the practice for almost nine months now, and she has been asking for more responsibility in the office. All she does is answer the phones, and she would like to have more variety."

Carla responds, "Joy, I am ultimately responsible for all operations in the practice. I need to conduct the review."

Joy tries again. "Carla, I don't want to lose Linda. She has a lot of talent, and she is getting bored doing the same task over and over. You are overworked. Can't you allow us to take on some of the jobs you do$?"$

Carla waves away Joy with a shake of her head. $"$Oh$,$ Joy. I need to do it$."$

The next week, Linda resigns from the Medgroup Management Practice. Carla sighs to herself, "Now I have to go out and hire somebody else. I don't understand why Linda is leaving us$.$ She was very competent and Joy was right$-$she had a lot of talent. Oh well, I need to move forward with writing the advertisement and putting it in the paper and on the website. Then I'll need to interview. Nobody else can handle this."