Every time the phone rings, your stomach clenches and your palms start to sweat. And it’s no wonder! As sales manager for Brinkers, a machine tool parts manufacturer, you are besieged by calls from customers who are upset about late deliveries. Your boss, Carter Hererra, acts as both production manager and scheduler. Every time your sales representatives negotiate a sale, it’s up to Carter to determine whether production can actually meet the delivery date the customer specifies. Carter invariably says, “No problem.” The good thing about this is that you make a lot of initial sales. The bad news is that production hardly ever meets the shipment dates that Carter authorizes. He does not seem to be all that concerned about the aftermath of late deliveries. He says, “Our customers know they’re getting outstanding quality at a great price. Just let them try to match that anywhere. It can’t be done. So even if they have to wait a couple of extra days or weeks, they’re still getting the best deal they can.” Somehow the customers do not see it that way, and they let you know about their unhappiness. Then it’s up to you to try to smooth over the relationship. You know this problem has to be taken care of, but what possible solutions are there? After all, how are you going to keep from making your manager angry or making the customers angry? Use your knowledge of creative problem solving to come up with solutions.