A supervisor's discipline helps ensure that employees follow established processes that are crucial to the quality and cost of warehouse operations. Establishing a rapport with employees that encourages them to communicate, take initiative, and take pride in their work is equally significant as instilling discipline.

The case study presents a dilemma between three managers in a warehouse. There is a significant difference between the supervisory styles of two managers. The tension must be resolved before it impacts the morale of employees and clerks.

Read the Logistics Personnel Development Case Study on page 70 of the textbook and answer the questions below.

1. What merits do you place on Keith's suggestions and management approach? How would you measure the success of his management approach to that of Andy's?

2. What steps would you take to ensure that operations employees perform to their capability, and how would you improve the internal integration among employees?

3. What did Keith mean by internal customer? Is there any way to measure the outcome of treating employees as internal customers? Is there any way to measure the outcome of internal integration and collaboration?

4. How does managing today's workforce differ from managing yesterday's labor pool?