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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.
Operations Management is about a book review. Title of the book is "Goal". This book has been written by Dr. Eliyahu Goldartt. The book has been appreciated by many as one of those books which offers an insight into the operations and strategic capac..
Operational plan pertaining to a hospitality enterprise is given in detail in the solution. The operational plan is an important plan or preparation which gives guidelines regarding the role and responsibilities of each and every operation at all lev..
Recognise the importance of a strategic approach to the development and deployment of organisational information systems. Demonstrate an understanding of the importance of databases and their integration to the organisation's overall information mana..
An analysis of the holding costs, including the appropriate annual holding cost rate.
Briefly explain Evolution and contributor of Operations management.
A number of drivers of change have transformed the roles, functions and responsibilities of an operations manager over recent years. These drivers have not only been based on technological innovations but also on the need for organisations to develop..
Compute the Optimal Order quantity of DVD players. Determine the appropriate reorder point.
Evaluate problems in operations and identify approaches to overcoming them. Critically evaluate operating plans and identify areas for improvement. Justify, implement and evaluate changes to operations in line with modern approaches.
Develop a report for Figi Fabricating that will address the question of whether the company should continue to purchase the part from the supplier or begin to produce the part itself.
Prepare a staffing plan showing the change of your unit from medical/surgical staffing to oncology staffing.
Ccompare the effectiveness of different leadership styles in different organizations
Be able to understand the concept of risk, roles and responsibilities for risk management and risk management tools and models.
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