SCENARIO 9-1 Doors Unlimited Is a Manufacturer of Doors, Frames

SCENARIO 9-1 Doors Unlimited is a manufacturer of doors, frames and related hardware and structures for the residential and construction industry.The North Shore plant is the oldest and largest of a series of plants that Doors Unlimited operates.In many cases, they manufacture subassemblies and parts for other plants that are unable to meet a specific customer order.
Operations objectives are specifically defined for each of the two departments in this plant.However, production and marketing always seem to have some form of conflict related to issues ranging from manufacturing and design to satisfying customer orders.Communication appears to be a major problem.Frequently, the correct information and data is not provided and a state of confusion exists, creating situations where each department blames the other for problems encountered.The "it's not our problem" attitude is healthy at the North Shore plant!
Production always seems to be behind schedule or short of products needed for a shipment.Marketing somehow manages to increase order quantity and variety midway through a production run and is constantly adjusting the orders and shipping dates.These shortcuts and alterations clearly violate established procedure and policy regarding plant operation and how customers are to be served.Production, in turn, responds by altering their own schedules and attempting to force customers into receiving product ahead of schedule.
As the problems intensified, each department "dug in" to protect its turf.Eventually an agreement between the two departments was established in an attempt to resolve the problems and smooth out the operations.However, the outcome was that marketing placed even more orders that production was unable to meet.Marketing began to use pressure tactics to get production to "toe the line."
The situation was causing customers to be inconvenienced.Conflict in terms of blame, delays and lack of communication was becoming standard practice.The atmosphere was negative and the departments were blaming each other.
Norman Seers, vice president of human resources for Doors Unlimited, is attempting to resolve the problems in the North Shore plant.He realizes that conflict, in this case, is highly dysfunctional and is beginning to negatively impact customer service.Norman, however, also believes that some level of conflict is good in that it

A) allows employees to openly question and disagree with each other's ideas.
B) discourages expression of personal beliefs and opinions.
C) keeps employees quiet, removed and distant.
D) disrupts the relationships in the office so they don't waste time talking on the job.
E) causes people to disengage and leave the firm.