Mgt 500 Empress Luxury Lines

Abstract

The paper will analyze the ethical dilemma faced by Antonio when an unethical situation occurs at his place of employment. The problem started when the company incurred damages from a very bad thunderstorm. Secondly, it will discuss how I would create two strategies for addressing the situation at hand using the conventional and or the post-conventional approach. Thirdly, I will discuss the pros and cons in each strategy I have chosen. Antonio will be able to weigh the pros and cons of how it will affect his co-workers. Finally, I will place myself in Antonio’s position and decide which option I would take.

1. Analyze the issues faced by Martin Quinn.

Martin Quinn had a great director of customer service in Evelyn Gustafson. It seemed that all her subordinates liked her leadership style since she was friendly and showed that she cared for them well. She repeatedly told them that their job was a very important for the success of the company and that they were important. It also seemed that Mountain West subscribers were happy and satisfied too. However there were two big problems.

First, the costs of the departmet accounted for close to 70 percent of the budget. This was because she accdomodated for the needs of her staff by providing the women flexible schedules, gave them plenty of opportunities in training that helped them in learning all the different aspects of healthcare coverage and she also provided them with the latest customer service and problem-solving techniques. Training can be expensive for a company and often many times company do not see ROI for the money and time spend on training.

Second, she did not operate at peak efficiency. In order for a company to be profitable they have to be productive and that means that they are maximizing the use of their resources and in the case of a call center that would mean time. However, Martin Quinn frequently heard complaints that customers where on hold for a considerable length...