Pak Sweets: Managing a Diverse Workforce

In 2014, the chief executive officer (CEO) and owner of Pak Sweets was worried about diversity issues in his organization. The sweets-making factory, once a one-room business and now a full-fledged factory in Rawalpindi, Pakistan, was highly dependent on blue-collar workers. Each production process required workers with diverse skills, so the company hired employees from different provinces of Pakistan, representing multiple ethnicities. The ethnicities were fundamentally diverse with different languages, cultures, and codes of conduct. As the company grew, conflicts increased between employees of different ethnicities. This everyday minor problem turned into a major challenge when it caused property damage, financial losses, and a decline in productivity. Pak Sweets was unable to meet demand, and the company’s reputation was at stake. The CEO believed that firing the troublemakers was not an option; it would only address the problem temporarily and might result in union strikes and lockouts. The CEO needed a plan to resolve the ethnic-based conflicts in the factory and their negative impact on the company.