1 How accurate is Adam Wainwright's analysis of the situation at Guitarras Dominguez? Do you think craftsmanship is incompatible with increasing productivity in this company? Why or why not? Adam Wainwright's early-morning phone call from Valencia, Spain, initially startled his boss, Vincent Fletcher.

Adam, a true slave to the latest techno-gadgetry, never called. Yet here he was, at 8 a.m. Pacific time, on the phone to the CEO of Fletcher Guitars in Los Angeles.

'What did they do - lose your luggage with all of your toys inside?' Fletcher joked. 'Did the plant burn down?'

'No, I just decided to call you on this one. I've been here for a week, looking over operations. Forget the idea of getting any substantial increase in productivity. I don't think these guys are capable of upping production by 10 guitars per year', Adam complained.

'Isn't that an exaggeration?' Fletcher asked.

There was a momentary silence on the other end of the line. 'Adam, did I lose you?'

'No.'