Information Management Service Management System Discussion
Business requires people. People are fallible. They can make mistakes and at times use poor judgment. Poor judgment can take the form of poor ethical behavior. Practically every day, the news seems to show the ramifications of unethical behavior. Financial crises are often preceded by poor ethical behavior on the part of managers, accountants, or lawyers. The disregard of safety standards has played a large role in coal mining and oil drilling disasters. What effect can good service management practices have on mitigating poor judgment and unethical behavior?
Describe a recent instance (within the last three years) of questionable ethics by an individual or corporation. Based on what you have learned in this course, what areas of service management might have precluded the unethical behavior of the individual or corporation or allowed the unethical behavior to have been detected and rectified. Explain. Give specific examples of how the services could have been delivered that would have prevented or otherwise mitigated the unethical behavior.
.Please response to this post(1)
Capital One Financial is a finance company based in America that is owed a lot of money by many of their clients. They claim that they are compliant with existing laws with no apparent regret over their dealings. Any criticism has come back against Capital One Financial as a result of they create profit off of order flow, not as a share of their customer’s profitableness. The realm of service management that may have precluded the unethical behavior is, at the minimum, in their service catalog and data management. The service catalog is that the curated and revealed assortment of business and knowledge technology services performed by the company, and knowledge management is the list of strategies about knowledge and information within the firm. Either method represents simply 2 of the areas of service management that might are answerable for forestalling or allowance of the unethical behavior.There are a number of things Capital One Finance could do to be more ethical. First, they may have an improvement program to gradually allow riskier investments over time than trading on the platform. Second, they could change their business model to only take advantage of winning customers. Third, they could hire financial investors to advise clients. Fourth, they could hire support staff to be more accessible when customers call to speak to a live person.Fifth, they could provide better responses to public relations showing more emotional discomfort for customers who have committed suicide on bad exchanges on the platform.
Please response to this post is the second post,
What happens when a company provides employee incentives without proper quality control and checks and balances? (Lupo, 2019) “The Wells Fargo credit card scam involved Wells Fargo employees who opened more than 565,000 phony credit card accounts. Employees also received company incentive bonuses for meeting or exceeding quotas based on the sham accounts” (para. 1). This was a well-published event for Wells Fargo and over 5,000 employees lost their jobs due to unethical business practices. Was this the fault of the employees who were opening dummy accounts? The Managers for not auditing the accounts that were open (and most likely receiving bonuses for their teams opening so many new accounts)? Or upper management not realizing the possible ramifications by approving this type of incentive, or possibly even ignoring the possible outcomes? The answers to the previous question are hard to answer but using proven service delivery practices could have helped to avoid this unfortunate event. Six Sigma Practices to Avoid Unethical Business Pracitces Six Sigma was (Eby, 2017) “Originally formulated in manufacturing, the methodology is now practiced in fields such as healthcare and finance, in Fortune 500 companies all over the world” (para. 1). The main goal of the Six Sigma tools is to find defects in current processes, services, or products using Six Sigma techniques that would have prevented an employee incentive program that encourages employees and managers to establish fake credit cards. A core principle of Six Sigma is to achieve stable and predictable business processes by analyzing historical or current data. If upper management was using these techniques, they may have decided not to improve this incentive program. Or when the data was analyzed when the incentive program was activated, data should have shown that there may be some unethical behavior being performed. Stopping to consider what is going right or wrong is another core concept of Six Sigma that could have avoided this event. If upper, middle, or lower management would have stopped to consider the possible consequences of the incentive program, Wells Fargo could have avoided millions of dollars in legal fees, a negative public perception, and loss of customer trust