Chapter 8 - Overhauling the Foundation
The following morning, Jonathan called an emergency meeting of the Board of Directors and senior executives at the corporate headquarters.
Samuel Wilson and the regional directors were summoned as well. The atmosphere in the grand executive boardroom was tense; rumors had already spread about the founder's unannounced visit to the Charlotte service center and the sudden commotion in the R&D division.
Jonathan stood at the head of the long oak table. Beside him stood Annie, dressed in professional attire, holding her red notebook.
"Over the past five years," Jonathan began, his voice cutting through the silent room, "this company has recorded record profits. We have expanded our product lines and dominated the medical tech market. But yesterday, I discovered that our success has come at the expense of our core mission."
He projected Annie’s service center file onto the large digital screen, highlighting her "meets minimum expectations" rating and the strict call-time limitations imposed on support technicians.
"We have been penalizing our best people for being human," Jonathan said, looking directly at the head of Human Resources and Samuel Wilson. "We have allowed automated systems to deny help to our own trainees, and we have prioritized short-term efficiency metrics over deep technical innovation and genuine customer care."
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Jonathan tapped the podium. "That ends today. Effective immediately, we are restructuring our service and support departments. The arbitrary call caps are abolished. Support staff will be given the time and authority to solve patient problems fully."
He turned to look at Annie. "Furthermore, we are establishing the Bennett Mobility Foundation—an internal and external initiative dedicated to providing modern, high-tier prosthetics to any individual or employee in need, regardless of contract status or insurance limitations."
