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1、www.hbr.orgHBRCASESTUDYANDCOMMENTARYIsittoolatetosaveWhenaNewManagerGoldstone?Stumbles,Who’satSixcommentatorsofferexpertadvice.Fault?byGordonAdler•Reprint96201BulwarkSecurities’newmanagersgetafive-poundpolicymanual.Theyneedalotmore.HBRCASESTUDYWhenaNewManagerStu
2、mbles,Who’satFault?byGordonAdlerEverythingwasfineuntilPaulMacKinley,rionGraphicsaccount,IwasFrankArnold’smymanagerattheMinneapolis,Minnesota,mentor,andIwasamemberofthetaskforcebranchofBulwarkSecurities,wavedmedownforimprovingsalescalls.”intheparkinglot.ItwasJune
3、1995.HewasMacKinleynodded.“Management’swherestandingdirectlyinthebrightsun,soIhadit’sat—power,prestige,money.Areyou40tosquinttomakeouthisfeatures.“Gold-yet?”stone,”hesaid,“there’samanagementslot“Thirty-eight.”openingupintheFramingham,Massachu-“Good,youngenoughto
4、wantitbad,andsetts,branch.”tooyoungtoknowbetter.”IparkedthecarandfoundhimtenminutesMyfatherusedtosayleadersareborn,notlater,hunchedoveraspreadsheet.MacKinleymade.I’dwantedtotesthistheoryforalongcaredaboutthebottomline,youhadtogivetime—findoutwhatitwasliketotakec
5、harge.himthat.Hewasfondofsaying,JustdoyourForsometime,IhadresentedMacKinleyjobanddon’tsaddlemewithlawsuits.Hehoundingmeaboutquotasandcompliance;lookedupatme.“Ifmymemoryservesmeafterall,I’dbeenoneofthetopthreereps,right,Goldstone[henevercalledmeRafferty],averagin
6、g$300,000peryear.Idreamtofhav-you’vegotanM.B.A.fromKellogg,eightyearsingMANAGERonmydoor.Myviewbackin1995underyourbeltasasalesrep,andyou’vebeenwasthis:IunderstandsalesandtheBulwarkatplayinthefieldsofmanagement,sotolineofproducts.Iunderstandreps.That’sallitspeak.”
7、takes.“Uh-huh,I’vebeencoordinatoroftheCentu-Thatnight,mywife,Jane,saidthatsheCOPYRIGHT©1996HARVARDBUSINESSSCHOOLPUBLISHINGCORPORATION.ALLRIGHTSRESERVED.HBR’scases,whicharefictional,presentcommonmanagerialdilemmasandofferconcretesolutionsfromexperts.harvardbusine
8、ssreview•march–april1996page1WhenaNewManagerStumbles,Who’satFault?•••HBRCASESTUDYwasn’tsureitwasagoodthingforusorforcouldn’ttellateaspoonfromateeshot.Isaid,Jamie,ours
