Making Things Right at UNC

By: Jan Bolick
September 9, 2010

Mistake Cake

Here’s a great story from the archives…perfect for Mistake Management Month.

There was a problem at UNC graduation held in Kenan Stadium in May 1997.  The names of two graduates were left out of the program.   When they went to pick up their diplomas after the ceremony, they were told that the error was caused by a computer crash and were assured they would receive their diplomas in a few months.

One of the young women sent a letter of complaint to university officials who responded by setting up another ceremony  just for them right out in front of The Old Well.   The procession (from South Building to the Old Well) included the two graduates in their caps and gowns plus   UNC President C.D. Spangler and UNC-CH Chancellor Michael Hooker in their academic regalia.  Both Hooker and Spangler made short speeches. 

A segment from President Spangler’s:  “My responsibility and the chancellor’s responsibility is to make sure things go right, and in this case they didn’t go exactly as we wanted them to go.  I apologize for the error of the university.  We hope that by our actions today, we will show you that we care.”

At the end of the brief ceremony, the graduates flipped their tassles and Chancellor Hooker said, “The band would normally play now, but the band has gone home for summer vacation.”

The graduates hugged their families, checked the spelling on their diplomas and yes – everything was correct.  And everyone was happy.

What a wonderful example of mistake management!

Do you have any stories to share?

 

Note:  I pulled the quotes and details on the story from an article written by Jane Stancill in 1997.  We tried to find a link so we could share the complete article but haven’t found it yet.  If you have any tips on this, please let us know.

 copyright 2010 – Business Class Inc

Jan Bolick

Jan graduated from UNC and attended UNC’s Management Development Institute and UNC’s Young Executives Institute.  She  is now a coach, teacher, speaker and author who is passionate about performance management and corporate culture. 

Her coaching specialty is working with women in leadership roles take charge more effectively, make things happen and inspire others to do the same.

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Comments

3 Responses to “Making Things Right at UNC”

  1. Boomer54 Mark on September 12th, 2010 9:43 am

    Hey Jan,

    Terrific story! Fits beautifully with your theme of the week.

    Mark

  2. TA on September 12th, 2010 12:59 pm

    Thanks, Mark. It is a special story. Make me proud of UNC.
    Jan

  3. TA on September 16th, 2010 8:08 pm

    Sharrah Jenkins, M.D. • What a terrific gesture from University officials in what was a major oversight. Glad everyone was humble enough to don the regalia and do the right thing

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