Bob Marsh, a former detailer (product specialist and sales associate) of Kramer Pharmaceutical was fired because of failure to comply with company protocol. Marsh worked at Kramer Pharmaceutical for 12 years and was considered a hard working, well established detailer. He possessed excellent references and credentials, however Marsh was asked to resign after failing to make several changes in his behavior. Although it was a little unconventional, his methods have worked well for him for 12 years. This matter of termination would have not even been an issue, if irate customers did not complain on Bob Marsh's behalf.

Due to the fact that this case is extremely rare, the sales vice president decided to look into the Marsh case in detail, to determine whether Marsh's discharge was a management failure and, if so, what could be done to remedy this unfortunate situation. The reputation of the companies enlightened management...