Pfizer Case Study

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Goodwill Inc Case Study
Goodwill Corporation Ltd

The president of Goodwill Corporation ltd, Mr Abhishek Mukherji, wanted to facilitate upward communication. He believed an open door policy was a good option. He announced that his own door was open to all employees and encouraged senior managers to do the same. He felt this would give him a way to get early warning signals that would not be filtered or redirected through the formal chain f command. Mr Mukherji found that many employees who used the open-door policy had been with the company for years and were comfortable talking to the president. Sometimes messages come through about inadequate policies and procedures. Mr Mukherji would raise this issue and explain any changes at the next senior managers’ meetings. The most difficult complaints to handle were those from people who were not getting alone with their bosses.

One employee, Anand, complained bitterly that his manager had over committed on behalf of the department and put everyone under tremendous pressure. Anand argued that long hours and low morale were major problems. However, he would not allow Mr Mukherji to either bring the manager into the discussion or seek out other employees to confirm the complaint. Although Mr Mukherji suspected Anand might be right, he could not let the matter lie and said, “Have you considered that leaving the company?” This made Anand realizes that a meeting with his immediate boss was unavoidable.

Before the three party meeting, Mr mukherji contacted Anand’s manager and explained what was going on. He insisted that the manager come to the meeting willing to listen and without hostility towards Anand. During the meeting, Anand’s manager listened attentively and displayed no ill will. He learned the problems Anand’s perspective and realized he was over his head in new job. After the meeting, the manager said he was…...

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