Publications
Publications
- December 2003 (Revised May 2004)
- HBS Case Collection
Sears Auto Centers (A) (Abridged)
By: Lynn S. Paine
Abstract
In the early 1990s Sears faced and allegations by the California Department of Consumer Affairs that the company's auto repair centers had been overbilling customers and making unnecessary repairs. Top management must evaluate the problem and come up with a plan to improve performance. An abridged version of an earlier case.
Keywords
Corporate Governance; Corporate Accountability; Ethics; Organizational Culture; Compensation and Benefits; Management Teams; Employees; Behavior; Motivation and Incentives; Performance Improvement; Auto Industry
Citation
Paine, Lynn S. "Sears Auto Centers (A) (Abridged)." Harvard Business School Case 304-063, December 2003. (Revised May 2004.)