Barry has recently been assigned to a project team that will be developing a new retail store management system for a chain of submarine sandwich shops. Barry has several years of experience in programming, but he has not done much analysis in his career. He was a little nervous about the new work he would be doing, but he was conf dent he could handle any assignment he was given. One of Barrys first assignments was to visit one of the submarine sandwich shops and prepare an observation report on how the store operates. Barry planned to arrive at the store around noon, but he chose a store in an area of town he was unfamiliar with, and due to traffic delays and difficulty in finding the store, he did not arrive until 1:30. The store manager was not expecting him and refused to let a stranger behind the counter until Barry had her contact the project sponsor (the director of store management) at company headquarters to verify who he was and what his purpose was.

After finally securing permission to observe, Barry stationed himself prominently in the work area behind the counter so that he could see everything. The sta had to maneuver around him as they went about their tasks, but there were only minor occasional collisions. Barry noticed that the store sta seemed to be going about their work very slowly and deliberately, but he supposed that was because the store wasnt very busy. At first, Barry questioned each worker about what he or she was doing, but the store manager eventually asked him not to interrupt their work so muchhe was interfering with their service to the customers.

By 3:30, Barry was a little bored. He decided to leave, figuring he could get back to the office and prepare his report before 5:00 that day. He was sure his team leader would be pleased with his quick completion of his assignment. As he drove, he reected, There really wont be much to say in this report. All they do is take the order, make the sandwich, collect the payment, and hand over the order. Its really simple! Barrys confidence in his analytical skills soared as he anticipated his team leaders praise.

Back at the store, the store manager shook her head, commenting to her sta , He comes here at the slowest time of day on the slowest day of the week. He never even looked at all the work I was doing in the back room while he was heresummarizing yesterdays sales, checking inventory on hand, making up resupply orders for the weekend . . . plus he never even considered our store-opening and -closing procedures. I hate to think that the new store management system is going to be built by someone like that. Id better contact Chuck (the director of store management) and let him know what went on here today.

Evaluate Barrys conduct of the observation assignment. Name and explain each of Barry's conduct problems in the observation assignments.