6-1
1. When the office manager receives calls from potential customers, she is instructed to handle
the contracts herself. Recently, however, the number of contracts written up by the office
manager has declined. At the same time, one of the sales representatives has experienced a
significant increase in contracts. The other two representatives believe that the office manager
has been colluding with the third representative to send him the prospective customers.
2. One of the motor coach drivers seems to be reaching his destinations more quickly than any of
the other drivers and is reporting longer idle time.
3. Fuel costs have increased significantly in recent months. Driving the motor coaches at 60 miles
per hour on the highway consumes significantly less fuel than driving them at 65 miles per
hour.
4. Regular preventive maintenance of the motor coaches has been proven to improve fuel
efficiency and reduce overall operating costs by averting costly repairs. During busy months,
however, it is difficult for the maintenance technician to complete all of the maintenance tasks
within his 40-hour workweek.
5. Jason Haslett has read about stretch targets, and he believes that a change in the compensation
structure of the sales representatives may improve sales. Rather than a straight commission of
10% of sales, he is considering a system where each representative is given a monthly goal of
50 contracts. If the goal is met, the representative is paid a 12% commission. If the goal is not
met, the commission falls to 8%. Currently, each sales representative averages 45 contracts per
month.
Required:
For situations 1–4, discuss which employee has responsibility for the related costs and the extent
to which costs are controllable and by whom. What are the risks or costs to the company? What
can be done to solve the problem or improve the situation? For situation 5, describe the potential
benefits and costs of establishing stretch targets.
SOLUTION
1. The office manager has the responsibility to follow company guidelines and write contracts
herself for customers who call her directly. Diverting potential customers to the sales
representative costs the company a sales commission that would not have otherwise been paid. If
satisfaction surveys are sent to customers asking about their first contact with the company, this
may be enough to prevent the office manager from breaking the rules.
2. Each driver is responsible for keeping an accurate accounting of his or her time. Because the
drivers are paid for mileage while driving and an hourly rate while in idle, there is an incentive to
report less travel time and more idle time. The cost could be controlled by using global positioning
systems (GPS) to track the movement and location of the motor coaches.
3. The drivers are responsible for driving the motor coaches at fuel-efficient speeds on the
highway. The maintenance technician is responsible for maintaining the vehicles to improve
efficiency. An increase in fuel consumption would be difficult to pin on either employee because
either could be responsible. Further, there is no incentive for the drivers to drive slower, as they
are paid by the mile. Again, global positioning systems (GPS) could be used to track the movement