Felker, J. (2018).

Case: The candidate experience:

recruiting a manufacturing manager. ( 070069 )

Case: The Candidate Experience: Recruiting a Manufacturing Manager

Please read the following case and be ready to discuss it in class, using the
following guide. You do not have to answer the questions before hand,
but do give them some thought as you are reading the case.

Background

Peters Manufacturing is a producer and distributor of medical supplies, with an annual

revenue of $120 million. Peters is a subsidiary of Colton Medical, which is wholly owned
by Global United Corporation, whose annual revenues from over 700 subsidiaries
worldwide is approximately $18 billion. In December 2016, the manufacturing manager
resigned from Peters Manufacturing to take a job in Florida, where his elderly parents
lived. The process to replace the manager started with adverts on Linked In, Monster
and Indeed in January, 2017.

Job Candidate Janet Palmer

Janet Palmer was ready to make a move. She had been with Fern Laboratories, a
regional pharmaceutical manufacturer, for four years. During this time, her career had
flourished. She started at Fern Labs as a Production Supervisor, after completing her
MBA. Two years later, she was promoted to Manufacturing Manager and was able to
Case: The Candidate Experience: Recruiting a Manufacturing Manager

Janet really enjoyed her job, she had an excellent relationship with her employees,
colleagues, boss, the Director of Manufacturing, and her bosses’ boss, the Vice
President of Quality. From a work-life balance perspective, she couldn’t ask for a better
situation. Her workdays tended to be quite regular, with working hours normally from
7:00am to 3:30 pm. She was home by 4:00pm most days, and did not often bring work
home with her. Janet was a morning person, so the 7:00am start was perfect for her.
Her drive was only about 20 minutes, and during nice weather she was known to peddle
her bicycle to work, which only took about an hour. All in all, Janet was very happy with
her job, but realized that there was little opportunity for professional growth or career
advancement since Fern Labs was a relatively small, family owned firm.

Janet began an informal search. She was not sure she wanted to leave Fern Labs, but
knew it would not hurt to explore other possible career opportunities. She was
especially interested in working for a global company, where she hoped to have the
chance to relocate internationally for two or three years.

When she saw the job Advert from Peters Manufacturing, she was quite interested. As a
subsidiary of a global firm, she felt it offered her much greater opportunities for
advancement. She also liked that it was a medical supply manufacturer, which she felt
would be complementary to her pharmaceutical experience. She responsibilities
seemed to be broader in scope, since it was a much larger operation, and would likely
require a “stretch” in her performance. Peters ran three 24-7 shifts, with shutdowns for
major holidays only. The plant was about 35 miles (56 kilometers) from home, and
would require her to drive through “rush hour” traffic. She expected the drive to be
close to one hour each way.
Janet weighed the pros and cons and decided to apply for the job in early February. She
was a bit surprised, though very delighted, to hear from Colton Medical’s HR Specialist
Susan Tower.

The Candidate Experience

June 16th Email

Dear Janet Palmer:

We would like to arrange for an interview for our Peters-Manufacturing Manager

position. Please contact me at your earliest convenience if you are interested in
pursuing this position.

Thank you for the opportunity to consider you for a position with Colton Medical.

Sue Tower
HR Specialist
Colton Medical

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

June 17th Email

Dear Ms. Tower: Thank you for your email. I am very interested in the Manufacturing
Manager position at Peters. Please contact me at your convenience to talk further.

Sincerely, Janet Palmer

June 19th

Telephone interview with Sue Tower. In the interview Sue indicated that the
Manufacturing Manager position would be responsible for operations at Peters
Manufacturing and a neighboring facility, Onex Manufacturing, another subsidiary of
Colton Medical. Sue also mentioned to Janet that the interview process would include
on-site interviews with the plant manager and the management team at Peters
Manufacturing, and the Vice President of Operations at Colton Medical.

June 25th

Interview took place with Plant Manager, Dave Boyd.

June 25th Email

Dear Dave, It was really nice meeting you this afternoon to discuss the Manufacturing
Manager position at Peters Manufacturing. I’m really excited about the prospect of
joining your team. I believe strongly that my background in manufacturing and quality
would add value to Peters.

Sincerely, Janet Palmer

June 30th

Panel interview took place with manufacturing supervisors, quality control manager,
facilities manager and human resources manager at Peters Manufacturing.

June 30th Email

Dear Dave, I enjoyed today’s visit with your management team and remain very
interested in the Manufacturing Manager position.

All the best, Janet Palmer

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

July 15th Email

Janet, Just looping back with you. What is your schedule over the next two weeks?

Dave
Plant Manager - Peters Manufacturing

July 16th Email

Dave, It’s good to hear from you. Just got back from Italy this evening and will be at
work tomorrow (Thursday). I can be flexible. Janet

July 18th Email

Janet, I would like to confirm a final interview with our Executive Vice President of
Colton Medical, Ron Clarke, on Wednesday July 23rd at 3pm at our facility on Plains
Road. Please stop by to see me prior to your meeting with Ron. Thanks.

Dave
Peters Manufacturing-Plant Manager

July 23rd

Janet arrives at Peters Manufacturing and calls Dave on her cell. Dave’s voice mail
indicates he is away from the office. Though she was surprised, she heads inside for her
interview with the Executive VP, Ron Clarke. Actually, Dave was in his office, and he and
Janet chatted for a few minutes. Dave indicated that Ron was interested in Janet’s
leadership potential, and that he “needed her to shine” in the interview with Ron.
Unfortunately, Ron Clarke was not able to make the site interview. His plane had been
delayed so he would not be arriving until the next day. Janet instead had a phone
interview with him.

July 25th Email

Janet, It was nice meeting you again. I hope you enjoyed the opportunity to talk with
our Vice President Ron Clarke. Ron is recommending you talk with our Onex President,
Sandy Franklin. Please let me know of your availability. Thanks.

Dave
Peters Manufacturing-Plant Manager

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

July 25th Email

Dave, It was good to see you also. I enjoyed my discussion with Ron Clarke and continue
to be very excited about the possibility of working with you. It appears from scanning
the web that Sandy Franklin came up through the marketing side of the organization. If
you have any insights that you could share with me I would appreciate it. Thanks. Janet

July 28th Email

Sandy is looking for leadership skills (Strong); experience in driving organizations to

meet goals and commitments (Executional excellence).

Dave
Peters Manufacturing-Plant Manager

July 30th

Phone interview with Onex President Sandy Franklin: Sandy started the interview by
telling Janet “I don’t know who you already talked to and what they have told you about
the position”. He ended the conversation with “It’s Ron’s decision.”

August 11th Email, 9:17am

Dear Janet Palmer,

After carefully reviewing the qualifications and background of the candidate pool, we
find we are unable to offer you a position at this time. Thank you for giving us the
opportunity to consider you for a position with Colton Medical. We wish you the best of
luck in your pursuit of employment opportunities.

Regards,

Colton Medical

August 11th Email, 9:20am

Janet, I closed the Manufacturing Manager opportunity this morning. This position is
being converted to an Operations Manager at Onex. Dave may have told you of those
preliminary plans during the interview process. I will be posting for the Operations
position as soon as I have final approval from the corporate office. At that time, I will

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

reenter your information into the system as you are still in consideration for that role.
Please let me know if you have any questions.

Sue Tower,
HR Specialist
Colton Medical

August 20th Email

Janet, Hope your summer is going well. We’ve had a lot of decision makers out on
vacation, sorry for the delay in getting back to you. I’d like to discuss the opportunity
and your availability for joining our team. I’ll be on vacation until Monday, please let me
know if you are interested and a good time to give you a call.

Dave
Peters Manufacturing-Plant Manager

August 25th

Janet called Dave and indicated that she was still interested in the position. Dave told
Janet someone from HR would be contacting her shortly.

Sue Tower, the HR Specialist calls Janet to confirm it was ok to proceed with reference
checks.

September 3rd

Janet receives an offer from Dave Boyd for the role of Manufacturing Manager at Peters
Manufacturing, which she was considering very seriously. Dave was very
complementary about Janet’s background and indicated she would be a valued addition
to their team. The new position would have a salary increase of 15%. In her current role
at Fern Labs, it would take about 4 years (cumulatively) for a 15% salary increase.
Benefits between Fern Labs and Peters were comparable, including vacation time,
although Fern Labs was closed from December 23rd until January 2nd for the Christmas
and New Year holidays. Peters Manufacturing would allow Janet to really apply the
people and technical skills Janet had learned during her MBA.

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

The Decision

Dave Boyd has asked Janet to get back with him by the end of the week. They have
several new products being scheduled for production in the 4th quarter, and he would
like to have his new Manufacturing Manager on board as soon as possible.

See following pages for supplementary case materials….

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

Position Description: Manufacturing Manager, Peters Manufacturing

GENERAL NATURE and SCOPE

Under the general direction of the Plant Manager, manages the activities of Chemicals,
Mechanical and Onex Production Departments to assure that all operations are performed in a
safe manner; that all applicable FDA, OSHA, and EPA regulations are followed; and that all
activities are completed in a timely, efficient and accurate manner

ESSENTIAL DUTIES and RESPONSIBILITIES

Manages the activities of the Production Departments which includes direct supervision of an
Information Specialist and several Production Supervisors. Measures and appraises their
performance through administration of MBO Program and Performance Appraisal System.

Monitors operations and promulgate procedures to assure compliance with FDA, OSHA, EPA and
other regulatory requirements.

Initiates/ implements projects and procedural changes to improve efficiency, safety or quality.
Justify capital expenditures, prepare bid packages and coordinate installation for select projects.

Prepares and administers the department expense budgets and the necessary controls to
monitor and correct performance.

Establishes and monitors work center production schedules to minimize inventory (JIT Inventory
Management) and complete schedules on a timely basis. Reviews manpower requirements and
adjust as needed.

Establishes production standards and BOM’s. Monitors production activities and utilize training,
counseling, and/or discipline as necessary to maintain departmental efficiencies.

Provides input for the collective bargaining agreement and assure proper administration of the
union agreement.

Provides technical support of off-site manufacturing facilities as requested.

EDUCATION and/or EXPERIENCE

Bachelors degree in Business, Engineering or related filed with additional coursework toward an
advanced degree in Management.

10 Years experience in similar position including second line supervision in manufacturing.

Ability to analyze manufacturing processes with the purpose of improving efficiency, quality and
safety.

Ability to learn and utilize computer for standard business applications including word
processing, spreadsheet and database applications.

Must be knowledgeable in the proper handling of chemicals and waste, both hazardous and
nonhazardous, as defined by FDA, OSHA, EPA and DOT.

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

Position Description: Operations Manager, Onex Manufacturing

GENERAL NATURE and SCOPE

Under the general direction of the Plant Manager, this position will provide leadership of all
operations functions that support the value stream manufacturing activities within the Onex
facility and provide daily management to achieve satisfactory results in Safety, Quality, Delivery,
Inventory and Productivity (+QDIP).

ESSENTIAL DUTIES and RESPONSIBILITIES

Act as the manufacturing point of contact for the business unit.

Responsible for all activities within the plant value stream.

Responsible for Safety, Quality, Delivery, Inventory and Productivity (+QDIP) targets.

Ensure root causes and counter measures are identified for any miss pertaining to +QDIP.

Directly supervise production supervisors.

Coordinate all activities across departments to ensure +QDIP of value stream.

Ensure safety and plant rules are followed, even to the point of disciplinary action, if needed.

Drive Kaizen continuous improvement.

Drive 5S on all shifts.

Drive Process and Policy Deployment adherence.

Ensure all records are updated for all shifts: Daily management, payroll, absenteeism, vacations,
accident reports, personal leaves of absence, overtime.

Maintain inventory control and daily production reports.

Planning and scheduling of employee work across all shifts.

Anticipate and provide solutions for problems, materials and equipment.

EDUCATION and/or EXPERIENCE

Firm grasp of lean manufacturing concepts.

5 to 10 years’ experience managing manufacturing operations to include P & L responsibilities.

Experience managing multiple supervisors or managers.

BS in business, engineering or technology; preferred advanced degree in business, engineering

or technology.

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

Position Description: Operations Manager, Onex Manufacturing (Continued)

Responsible for maintaining and creating budget, firm grasp of budget process.

Solid interpersonal, communication, human relation, organizational and problem solving skills.

Experience in quality control, production material control, KPI charts, %s and DBs are necessary.

Training in human relation skills, product and machinery, troubleshooting, dealing with difficult
people, communication, job safety regulations, problem solving and teamwork

Ability to analyze manufacturing processes with the purpose of improving efficiency, quality and
safety.

Ability to learn and utilize computer for standard business applications including word
processing, spreadsheet and database applications.

Good understanding of GMP, ISO 13485, EU MDD, CMDCAS and Japanese PAL.

Must be knowledgeable in the proper handling of chemicals and waste, both hazardous and
nonhazardous, as defined by FDA, OSHA, EPA and DOT.

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

JANET PALMER SUMMARY OF QUALIFICATIONS

Results-oriented, high-energy seasoned professional with significant experience in
pharmaceutical, steel and automotive manufacturing/production management.
Successful record of accomplishments in manufacturing/process quality improvement
in complex, fast paced settings. Experienced in Contract Manufacturing and Original
Design Manufacturing environments. Solid leadership, excellent communication skills,
strong team player with thorough knowledge of current manufacturing practices.
Experienced in both union and non-union environments. Able to implement
organization’s mission to accomplish strategic goals. Authorized to work in North
America and the European Union.

PROFESSIONAL EXPERIENCE
FERN LABORATORIES INC. 2012 - Present
Manufacturing Manager (promoted from supervisor, 2010)
Direct the development, planning, implementation, and maintenance of manufacturing
processes and operations for dental products to achieve maximum quality, efficiency,
productivity and safety
Plan and organize all labor, materials and activities related to manufacturing
Assure compliance with FDA, CFR, OSHA, and EPA regulations
Train manufacturing employees on current Good Manufacturing Practices (cGMP) and
Standard Operating Procedures (SOPs) assuring that all cGMP, SOPs, and policies are
followed
Develop solid inter-departmental relations, maintain close interaction and open
communication with departments that directly relate to Manufacturing including:
Product Development, Quality Assurance, Facilities Engineering and Maintenance,
Validation, and Quality Control, in order to effectively coordinate manufacturing
activities
Author, revise, and review SOPs, investigation and deviation reports
Perform internal audits to support cGMP and Code of Federal Regulations (CFR)
Accomplishments
Increased manufacturing capacities and effectiveness by improved scheduling,
employee empowerment, job reorganizations, cross training and restructured
preventive maintenance schedules:
Substantially reduced overtime
Increased manufacturing production by 50.0% while maintaining current staffing levels
Increased productivity: Tubing line-26.0%, Cartoning line-23.5%, Liquid Filling line-
8.9%, Washing Room 30.0%
Developed and implemented:
Error tracking system to identify and eliminate the most reoccurring entry error in
batch records
Employee cGMP training plan resulting in reduction of batch record entry error by 80.0%
System that logs, tracks, and graphs QA line releases for time trend variations

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

Time study procedures that revamped employee work schedules to minimize

production down time
Manufacturing Supervisor
Ensured the effective use of material, equipment, and personnel to achieve production
goals
Supervised and scheduled the daily activities of 28 manufacturing and production
employees including hiring, scheduling, training and performing disciplinary actions

FIELDMET INDUSTRIES 2002 - 2011

Quality Control Manager
Worked directly with Tri-state Steel and Arlington Steel engineers in service and quality
assurance to manufacture and machine high precision heavy equipment parts for steel
mills
Responsible for general supervision of manufacturing and operations
Developed and implemented manufacturing quality processes that reduced cost, waste and
time, and increased efficiency
Accomplishments
Implemented “Total Quality Management” philosophy, reducing rejected parts and
returns for rework by 66.0% annually
Directed implementation of ISO 9002, including data gathering and analysis, logistics,
process documentation, and development of auditing standards

WESTERN STAR TRUCKS 1998 - 2002

Quality Control Inspector/CMM Programmer
Diagnosed design problems on Class 8 commercial trucks for quality and industrial
engineering departments
Utilized CMM to perform quality assurance functions/inspections, data analysis and
report writing
Directly involved with vendors to resolve parts' discrepancies
Performed reverse engineering to specific engineering requirements and GD&T design
verification

EDUCATION
December, 2011 Paramount University
Master of Business Administration (Graduated with Distinction)
May, 2002 Paramount University
Bachelor of Science in Business Administration
May, 1998 University City College
Water Quality Technology Diploma

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Case: The Candidate Experience: Recruiting a Manufacturing Manager

SPECIAL SKILLS AND ACCOMPLISHMENTS

MFG-Pro, Windows XP, Mac OS X, Microsoft Office, networking, multimedia
Proficient in both SI and Imperial units
Advance Reverse Engineering & Principles of Measurement - Certificate, Faro
Technology
AutoCAD 14 Drafting - Level 1 & 2 - University City College Diploma
Travel extensively including Eastern and Western Europe, central Asia and Africa
Proficient in English and Polish

The Candidate Experience: Recruiting a Manufacturing Manager, written by

Professor Julie Felker, based on true events.

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