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Samuel Mulbah is operations manager for a local office of a top ranked full-service brokerage firm. With increasing competition from both discount and online brokers, Samuel’s firm has redirected attention to attaining exceptional customer service through its client-facing staff, namely brokers. In particular, management wished to emphasize the excellent advisory services provided by its brokers.
Results from surveying clients about the advice received from brokers at the local office revealed that 20% rated it poor, 5% rated it below average, 15% rated it average, 10% rated it above average, and 50% rated it outstanding. With corporate approvals. Samuel and his management team instituted several changes in an effort to provide the best possible advisory services at the local office. Their goal was to increase the percentage of clients who viewed their advisory services as outstanding survey conducted after changes were implemented showed the following results: 5% below average, 20% average, 40% above average and 30% outstanding. In discussing these results, the management team expressed concened that the percentage of clients who considered their advisory services outstanding fell from 50% to 30% one member of the team suggest an alternative way of summaring the date. By coding the categories on a scale from 1=poor to 5=outstanding and computing the average they found that the average rating increased from 3.65 to 3.85 as a result of the changes implemented Jim was delighted to see that their changes were successful in improving the level of advisory services offered at the local office In his report to corporate, he only included average ratings for the client surveys.
Identify the ethical dilemma in this scenario
What are the undesirable consequences?
Propose an ethical solution that considers the welfare of all stakeholders.
How many observations should a time study analyst plan for in an operation that has a standard deviation of 1.4 minutes per piece if the goal is to estimate the mean time per piece to within .2 minute with a confidence of 95.5 percent?
What are the elements of video marketing strategy? Why it is important for the marketers to have a strategy for their use of video?
Giacomi & Jackowitz estimates that the cost of developing each new radio commercial would be $50,000, and that the expected number of exposures per commercial would be 900,000. The firm has determined that 10 spots are available for different radio c..
The american society for training and development's 2004 competency model describes "what it takes for an individual to be successful in the training and development field." summarize the model in terms of defining "what it takes."
Bill Penny has a repetitive manufacturing plant producing trailer hitches in Arlington, Texas. The plant has an average inventory turnover of only 12 times per year. He has therefore determined that he will reduce his component lot sizes.
Consider your own personality. Choose three characteristics from the “Big Five” and describe your personality as high, low, or medium on any of those traits. Provide some specific examples of your behavior (preferably in the workplace but not necessa..
What grade would you give Elon Musk for his handling of the battery pack fires and battery-charging fire in the residential garage of a Model S owner? What are the issues/problems that Elon Musk and other members of Tesla’s top management team need t..
To examine and evaluate a specific organization's behavior from an ethical and social responsibility view point
Vincent’s barbershop. Vincent’s barbershop is very modest in size. It consists of a single barber’s chair where Vincent serves his customers and two other chairs for waiting customers. Prospective customers arrive at the barbershop in a Poisson manne..
You have been hired as a consultant to evaluate the performance of a manufacturing or service organization. As part of your function, you need to assess the organization's current position with regard to their business operations, strategy, and or..
You are aware of the steps in the consumer purchase behavior model and are determined to analyze them in detail. Using Maslow's Hierarchy of Needs model as a backdrop, determine the real motivations behind the use of your service.
Effective Methods of Employee Recognition, Positive Reinforcement as a Motivator for Increased Work Performance, Improving Job Satisfaction and Morale Through Effective Communication
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