Glenn, it sounds like you fixed the problem outside of normal bounds. Was it authorized? Or was it a matter of contrition being easier than permission: "I'm sorry I didn't follow procedure but I fixed the problem and made the customer happy"?
Isn't it always interesting when folks who have no insight into the detailed functions of a system are so very willing to claim where a problem couls nt possibly be? Persistance in this instance was probably your only option, and getting the information in a different area was brilliant, even if it was the only way possible.
Thanks for an interesting story that had a happy ending. I hope that it helped your career.
TJ McDermott; I 'disobeyed' instructions from my supervisor. From my perspective, Celestica was a major customer, so to just dismiss a problem was the wrong course of action. There was an old saying; "If you don't take care of your customer, someone else will".
I wonder about what he would have done if the problem had escalated to the point of stopping production and his bosses had become involved. Especially if his instructions claiming that the fault could not be where you found it had been put into a memo. Those signed memos can certainly be deadly sometimes.
And the whole incident reveals the challenge of egotistical incompetent supervisors.
Egos tend to inflate with Incompetence, as Dilbert-like Managers attempt to cover the truth of their short-comings. The resulting Arrogance, coupled with Ineptitude has crashed and burned many former American Strongholds. (Should we start a list of failed companies-?) But to Glenn's Credit, the 'Glennadac' is now the working adapter of record. Kudus, despite the idiot supervisor.
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