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Case
| HBS Case Collection
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2011
(Revised from original 2009 version)
Mina O'Reilly at Logan Airport's TSA
by
Michel Anteby and Erin McFee
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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;