Sears Auto Centers (A) (Abridged)

Lynn S. Paine

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Case | HBS Case Collection | December 2003 (Revised May 2004)

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;