Professional Documents
Culture Documents
Book Content
Study Questions
Questions from the chapter
Ethics Guide
Answers to the questions in the ethics guide—dialling for dollars
The Guide
Answers to the questions in the guide—the flavour-of-the-month club
Collaboration Exercise 7
Answers to questions in collaboration exercise 7
Case Study 7
Answers to questions in the case study—renovate or detonate?
Student answers will vary; however, the ethics of this is ‘situational ethics’.
The accounting division may not book the product but if the company makes
its sales quotas then the salesperson may find that this can be solved in the
next quarter.
Ethically this may be incorrect and the customer may be very angry if they
find out later that the company will not honour the return of order email.
Sales processes are variable by company and in this company this may meet
situational ethics criteria, while in another company the salesperson would
expect to be disciplined once this comes to light.
The salesperson should know what is acceptable in the company and the
customer would be advised to be prepared with a plan B approach if the
company refuses to take back the product.
Students should look at Maslow’s hierarchy of needs triangle to get a feel for
how people behave in stressed situations. See the website below:
2. Is it ethical for you to offer the ‘advertising’ discount? What effect does that
discount have on your company’s balance sheet?
Student answers will vary. If the customer is happy with the ‘advertising
discount’, then the only problem the salesperson has is what will happen next
quarter when they have to give that 20 per cent credit. Again, while this will
hammer the sales next quarter, it hasn’t happened yet. Who knows, the
customer may advertise successfully and then have to order much more stock
than the 20 per cent cost to the business.
In the first example, the return of the unsold and out-of-season products will
impact the inventory as this stock will have to be stored, and perhaps sold on
to someone else for a reduced cost. In the second example, the 20 per cent
credit next quarter means that customer will only add 80 per cent money for
100 per cent product going out. In the third example, $40 000 of product will
be returned which will blow out the inventory figures for the quarter.
You would have to hope that the customers sell lots more product than you or
they expect to make up for the money you are going to be down in the next
quarter. This usually does not happen.
The salesperson will need to have a good explanation for the odd things that
are going to appear in the system in the next quarter.
5. Setting aside the ethical issues, would you say the enterprise system is
more a help or a hindrance in this example?
Both—it’s a help because the salesperson could use it to access the best
customers to offer these schemes to. It’s a hindrance because the
‘exceptions’, such as promising to take back stock, etc., can’t be recorded into
it. It’s a help to the business because they can track the steps that led to the
$40 000 worth of stock being returned, but it’s a hindrance to the business
because, as this ethics guide shows, the salesperson is able to do some quite
odd things and there is no way to track what they have done or have
promised to do. This could come back to hurt the business.
Her principal concern is that these programs are approved and championed
from the top down with little or no consultation with the operational staff who
have to implement them. The operational staff have ground-level experience
of the business and need to be shown how the new programs will improve
their efficiencies and provide a better service to clients.
The spokesperson in the section probably means that staff will work to rules
with the new system, learn to use it very slowly, hold up processes if there is
some section of the new program that has not been complied with and
generally ‘play dumb’.
Students will have their own ideas about their experiences with ‘vicious
compliance’.
3. Consider her point that the proponents of new programs treat senior
managers as the customer. What does she mean? To a consultant, is senior
management the customer? What do you think she is trying to say?
She is saying that the proponents of the new systems think that senior
management are the only people in the company who need to be sold the
programs. She is saying that it’s the operational staff—who are going to use
the programs—who need to be sold on their benefits and efficiencies, not just
senior management. The operational staff are the real customers.
4. What does she mean when she says, ‘If someone wants to empower me,
she would listen rather than talk’? How does listening to someone empower
that person?
Listening to someone shows respect for their ideas and knowledge and for
them as a person and employee.
5. Her examples of ‘pull change’ all involve the use of new products. To what
extent do you think pull works for new management programs?
Pull will only work for new management programs when operational staff
experience the benefits of particular programs and demand training in them
or their implementation. These programs are those that meet the needs of the
employees rather than the desires of senior management.
The book says ‘That’s pull. You get a group of workers to form a network, and
you get things going among the people who do the work. Then you build on
that to obtain true organisational change. Why don’t they figure it out?’.
Three workgroup information systems that are likely to duplicate data are
faculty databases that contain student contact details like the internship
Students will be able to link the characteristics of the four levels of scope to
their examples.
Student answers will vary but the main points are the lack of sharing of
information initially because there is no reason to share it, and the eventual
refusal to share information between silos. See this website:
• Information silo <http://en.wikipedia.org/wiki/Information_silo>
accessed 31/03/2015.
• isolation
• disjointed business processes
• lack of integrated enterprise information
• inefficiency.
Student answers may vary, but they should justify their choice of systems. It
is unlikely that a CRM would be suitable.
From the textbook (page 172): Enterprise resource planning (ERP) is a suite
of applications, a database and a set of standardised processes for
consolidating business operations into a single, consistent, computing
platform. As shown in Figure 7.5, ERP includes the functions of CRM, but also
incorporates accounting, manufacturing, inventory and human resources
applications.
5. Explain how the four sources of challenge discussed in Question 3 (in this
chapter) would pertain to the implementation of the information system you
proposed in your answer to Question 3. Give specific examples of each.
Requirement gaps need to be identified and then resolved. This process brings
its own problems, employees will resist change and the way silos do things
will be defended. The collaborative management teams may need to make
decisions with respect to requirements that please no one but are an
acceptable compromise for the good of the new system.
Employee resistance must be dealt with. The book has this to say in Question
3:
First, senior level management needs to communicate the need for the
change to the organisation and must reiterate that, as necessary,
throughout the transition process. Second, employees fear change because
it threatens self-efficacy, which is a person’s belief that he or she can be
successful at his or her job. To enhance confidence, employees need to be
trained and coached on the successful use of the new system. Word-of-
mouth is a very powerful factor, and, in some cases, key users are trained
ahead of time to create positive buzz about the new system. Video
demonstrations of employees successfully using the new system are also
effective. Third, employees may need to be given extra inducement to
change to the new system. As one experienced change consultant said,
‘Nothing succeeds like praise or cash, especially cash.’ Straight-out pay for
change is bribery, but contests with cash prizes among employees or groups
can be very effective at inducing change.
The process is sequential and each stage can take quite a bit of time. With the
old system, there is no way to know where an application was in the process,
and finding an application sitting in someone’s inbox could be difficult. With
the new system, it will be easy to track the application and know its status,
plus it can be routed to the correct next step immediately.
4. Assuming that the Council Planning Office has just changed from the
system in Figure 7.9 to the one in Figure 7.10, which of your answers to
Questions 2 and 3 do you think is better? Justify your answer.
The ability to work simultaneously and also to have access to the results of
the other department’s work tips the balance in favour of the solution in
Question 3. This workflow should be more efficient and effective than that
shown in Question 2.
• Requirements gaps—an enterprise software solution will probably not fit the
needs of this system exactly, so the organisation usually must adapt to the
software’s processes.
Here is a slightly simplified version (which already illustrates how complex the
interactions are).
• If the tiles were delivered directly to the client’s house, then an incorrect
address had been provided to the shipping company; or
• If the tiles were delivered to the tiler, then they were incorrectly or
inadequately labelled as to which job they were intended for.
As to changes that could be made, it depends on the exact cause of the fault.
If the cause was that the shipping address was incorrectly entered because an
administration assistant had to retype it, the company could look into an
enterprise IS that could automatically generate orders with addressing labels.
If the problem was that the shipment was delivered to the tiler, but was
inadequately labelled, perhaps using a system of job numbers, and matching
job numbers to addresses, might help. At the end of the day, this is more
likely to be a problem with procedures and people, rather than with the
system itself. But the software might be improved to reduce potential error.
If the renovation company was a sole trader who was both project manager
and a builder, possibly a personal IS would be adequate, as there is only one
user of the system. However, the IS would need to be able to generate
reports that could be used by others involved in the renovation process (e.g.,
work orders for plumbers, electricians, tilers, etc.).
If the renovation company was a little larger, and there was one project
manager who employed a few builders, plus associated subcontractors and
one or more administration staff, then a workgroup IS would be best. This
would be a system shared by different employees, so each could log in and
find out where a job was up to, and add comments to it (e.g., if a client called
Language: English
By STANTON A. COBLENTZ
Copyright 1945
by
The Wings Press
To
F. B. C.
whose eyes
have followed with mine
the flight
of the birds southward
Contents
PART I DRIFTING LEAVES
I The Mountain of Vanished Men
II The Verge of the Precipice
III Welcome To Sobul
IV The Weaving of the Spell
V Yulada
VI Foreshadowings
VII Yasma
VIII The Birds Fly South
IX In the Reddening Woods
X The Ibandru Take Wing