Case | HBS Case Collection | June 2009 (Revised October 2011)

Mina O'Reilly at Logan Airport's TSA

by Michel Anteby and Erin McFee

Abstract

Mina O'Reilly, an officer at Logan Airport's Transportation Security Administration (TSA) in Boston, must discipline an employee responsible for a security breach that resulted in a 45-minute terminal closure during peak hours, a potential threat to traveler safety, and travel delays across the U.S. O'Reilly considers the impact of her decision on a shifting labor force: the growing divide between those employees deeply committed to the mission and those joining to simply find a job. The senior TSA staff and airlines are calling for accountability, but the person responsible for the breach is a passionate and valued employee who has been with TSA since its formation. As her shift approaches, O'Reilly must decide whether or not she can clock in as usual.

Keywords: Corporate Accountability; Employee Relationship Management; Organizational Culture; Air Transportation; Air Transportation Industry; Boston;

Citation:

Anteby, Michel, and Erin McFee. "Mina O'Reilly at Logan Airport's TSA." Harvard Business School Case 409-116, June 2009. (Revised October 2011.)