Case Study:various
The areas for consideration before Mr. Ramon will make a decision.
The explanation of Ms. Taggart why she made that decision. The perspective/understanding of Ms. Taggart when it comes to “immediate action to serve the customer” maybe different from the company’s view.
The probability of customer lose, if incident like that will happen again and they will stick to the rule.
The urgency of the customer’s request and the effect if Ms. Taggart did not make that decision.
The seriousness of the “breaking the rule” action of Ms. Taggart and the consequences of it to the entire organization. The pros and cons if Ms. Taggart did or did not make that action . Mr. Ramon should check if they could make an exception or not.
If I were the vice president of this case, I will not tolerate the decision/ action made by Nancy Taggart. If the company practice/adhere to the concept of balance scorecard they would surely reprimand an employee who breaks the rule. Balance scorecard aims to ensure alignment of employees practice to company’s policies and procedures. It guides the managers and employees to take actions and decisions that will enhance achievement of the company’s strategy. How could they maintain order or how can they attain their goals if their employees will break the rule?
It was mentioned on the case that the mgt. already prohibited that business practice made by Ms. Taggart due to complains they(mgt.) received from distributors and other than that, the mgt. wanted to control all shipments to reduce the chance of selling to a bad credit risk. Since Ms. Taggart breaks the rule, she should be suspended so that action like that would not happen again. And besides even if Ms. Nancy only thinks about the benefit of the company and the service it gives to its customer, it does