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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.
As a manager of the St. Cloud Theatre Company, you have decided that concession sales will support themselves. Last year’s manager, Jim Freeland, has advised you to be sure to add 10% of variable cost as a waste allowance for all categories. You esti..
In considering newly levered versus formerly unlevered firm, illustrate what is break-even EBIT. Ignore taxes.
Calculate the regression equation for the entire range of data. Is this a usable regression line? For full credit for this assignment make sure you have: Found the slope and intercept of the best fit line through Y and X using all 8 data points.
When managing processes, it is vital that: design teams are allowed to function creatively and set their own charter. design teams are not held accountable since their involvement ends once the new process rolls out. attention is paid to competitive ..
You have been asked to return to your alma mater and speak to current students about performance management issues. Explain the concept of “performance management.” Identify the most prominent types of performance management plans. Compare the plans’..
Suppose the production manager is asked to reduce the safety stock of this item by 45 percent. If she does so, what will the new service probability be
Some companies operate without developing strategies by copying competitors' successful competitive decisions. Others insist on creating a clear strategy. The challenge of developing a clear, sustainable strategy depends on a reliable process, resear..
Companies that give part of a procurement contract to multiple suppliers do so to:
You are a Quality Control consultant. You design control systems such in order to minimize the overall expected cost per hour. This afternoon you are planning to meet with two clients regarding their processes, but you have accidentally mixed up thei..
which of the following events is likely to encourage a company to raise its target debt ratio other things held
Two important components of the service-profit chain are employees and the customer. Discuss your insights into this theory and give examples of how this theory has worked or not worked in a job you have had.
Assume that an individual can either invest all of his resources in one of the two securities, A or B; or, alternatively, he can diversify his investment between the two. Calculate each security's expected return, variance and standard deviation. Cal..
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