In the early 1990s, Sears and face charges in the California Department of Consumer Affairs, that the auto companies repair centers were inflated accounts and unnecessary repairs. Top management must evaluate the problem and come up with a plan to improve performance. Abridged version earlier case. "Hide
by Lynn Sharp Paine Source: Harvard Business School 15 pages. Publication Date: December 18, 2003. Prod. #: 304063-PDF-ENG
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