Case 3 Minnis Service Minnis Service is a television, appliance, and gas engine repair service that is owned and operated by Minnis retail chain. Minnis Service is an autonomous unit whose manager reports directly to a regional office. The organizational structure of Minnis Service is shown in Figure A-1. It is the policy of Minnis Retail Chain to provide emergency service to the customers. Whena customer calls for service on a "warm" refrigerator, and there is the danger of losing food, the service call is assigned to the closest appliance technician. Since the calls are not anticipated, the technicians often work overtime. If a technician is called from home for emergency service, he is guaranteed four hours of pay. All associates are asked on their employment application if they will be willing to work outside "normal working hours." Normal working hours are 8:00 A.M. to 4:30 P.M. All associates are allowed two fifteen-minute breaks and a thirty-minute lunch per day. They have been instructed to take the mid-morning, mid-afternoon, and lunch breaks by 1:00 PM at thelatest. Therefore, lunch covers the thirty-minute break required by labor laws for workers who work in excess of five hours per day. Emergency Service Cal About three months ago, an emergency refrigeration call was received at 2:30 PM on a Thursday. At 2:45 P.M. a message was left with service so that Harry-an appliance servicetechnician could respond to the emergency call. This day he had six calls to run and by 2:45 P.M. he had completed five and was headed for his last service call. At 3:45 P.M. Harry hadnot phoned in. A call to the customer's home revealed that Harry had left the place by 3:30 P.M. The manager and the head technician drove by Harry's home and found his service vehicle in his driveway at 3:55 P.M. Next morning Harry was called into the manager's office, where the head technician wasalso present. The manager and the head technician confronted Harry with "facts." Harry's dispatch claimed that the customer was "Not Home." He said that only a young girl was in the house, so he did not go in. This was acceptable to the manager and the head technician becauseit agreed with the company policy. Harry was asked if he understood a long-standing company policy that required a technician to call the office upon completion of his assigned tasks andprior to returning to the office or going home. Harry said he had no reason not to call beforegoing home. The following Monday, Harry wanted to speak to the manager and the head technician. Hesaid that he had been upset all weekend. He said that he had done an excellent job over his five years of employment. He resented being "followed" and accused the head technician of favoritism toward another service technician. He concluded by saying that he had worked through lunch; therefore, his eight hours were