1. Gasoline Station (Shell)
Case study

2. Gasoline Card Shell – a big gasoline company
Issue their own “credit cards” to their customers
Buy gasoline from their company only
Avoid fees from credit card company

3. How to attract customers
Record the mileages for their customers
Monthly bill will provide mileages analysis
Miles/ liter
Discover problems of the car (dramatic changes) as early as possible
Reduce to repair cost

4. problems Resistance from workers Yell at customers at a distance
Run away from the customers (as soon as they get the order)
Avoid recording mileages for customers

5. conclusion This project is a failure.
Faults of the manager (user department)
Failed to supervise the workers
Failed to motivate the workers
Failed to monitor the implementation of the project

6. Napoleon said
"There is no such thing as a bad soldier, just a bad General"

7. Paraphrase
"There is no such thing as a bad worker, just a bad Manager"