Overview 

Angela and Lisa have both been with American SteelCo for years are are struggling with ongoing issues caused by errors in the material lists and part fabrication. These mistakes, mainly from Jerry and the estimating team, lead to costly delays and frustrated customers and Angela and Lisa are left to fix the problems. They feel unsupported and are getting burned out. Even though they respect Monte for his hard work, his lack of action on these issues is creating a stressful and toxic environment. 

Angela  

Is overwhelmed by the constant pressure of managing customer complaints and fixing internal errors. To support her, a conversation with Monte to express her frustrations would help her feel heard. Recognizing her hard work, offering more flexibility, and fostering an empathetic work culture could ease her emotional strain. Providing stress management resources and breaks would help her recharge, while improving processes and team coordination would reduce the constant firefighting, making her role more manageable and less emotionally exhausting.

Lisa 

Has been calling in sick to work a lot lately and when she is at work, she avoids talking to others and shuts herself in her office. Lisa is experiencing Emotional Dissonance in her role. To help with this, Monte could take more initiative, remind her of her purpose, and help her understand how she can be more connected to the work. To limit such feelings, Lisa can focus on aspects she truly enjoys rather than emphasizing what she has to do. She can also persuade Monte to give her a project she'll enjoy that will distract her from all the extra stuff she's been doing.

Monte 

Is a passionate and dedicated CEO, committed to the company’s success. His work ethic is inspiring, but as a leader, he needs to take more direct action in resolving long-standing operational challenges before they cost the company valuable employees.

Jerry

Currently views his role as providing estimates, not ensuring accuracy. This gap in accountability is a key contributor to ongoing mistakes. To improve accountability and quality control, we recommend shifting Jerry’s title and role to include responsibility for purchasing and order accuracy. If he sees that his estimates directly impact ordering, delivery, and job site efficiency, he will better understand the weight of his work.

Conclusion 

The challenges at American SteelCo highlight the critical need for organizational improvements that prioritize accountability, communication, and employee well-being. Angela and Lisa are valuable assets to the company, yet their frustrations stem from a lack of structure and support. Meanwhile, Jerry’s role requires greater clarity to ensure that estimates translate into accurate orders, reducing costly mistakes and operational inefficiencies.

By implementing the recommended changes—redefining roles, improving processes, increasing management involvement, and supporting key employees—American SteelCo can create a more efficient and collaborative work environment. These adjustments will not only enhance job satisfaction but also strengthen the company’s reputation and long-term success. Taking action now will prevent further employee burnout, improve client relationships, and position the company for sustainable growth.

This text was refined with OpenAI. (2025). ChatGPT (February 18 version) [Large language model]. Used for academic project assistance in accordance with WSB AI Syllabus Guidelines. Available at: https://chat.openai.com/chat. 

This explanation was refined using concepts from Organizational Behavior in Practice (Andrade, 2020).