THEFLOOD
In May 2011,MississippiRiver flooding hit Vicksburg,Mississippi, and theOptima Air FilterCompany. Manyemployees homes weredevastated,and the firm found that it had to hire almostthreecompletely new crews, one for each of its shifts. Theproblem wasthat the old-timers had known their jobs so wellthat no onehad ever bothered to draw up jobdescriptionsfor them. When about 30 new employees began taking theirplaces,there was general confusion about what they should do andhow they should do it.
The flood quickly became oldnews to the firm`s out-of-state customers, who wantedfilters, notexcuses. Phil Mann, the firm’s president, was at hiswits`end.He had about 30new employees, 10 old-timers, andhis
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