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August 21st, 2008

This article relates to the Ethics in the Workplace competency, commonly evaluated in employee surveys. It gives examples of how employees and customers consider ethical behavior and sound values an integral part of your organization. This competency covers a variety of topics like customer treatment, employee professionalism, and expected/acceptable organizational behaviors. At a high level, this competency will investigate the standards by which your employees treat your customers, co-workers, and the organization itself.

This short story, Work Ethics and the Customer, is part of AlphaMeasure’s compilation, Tales from the Corporate Frontlines. It provides a view from the customer’s side of the counter that might inspire you to rethink the old phrase “the customer is king”.

Anonymous Submission

I work in a back office environment. The front lines of customer service are far away, so I don’t think much about the ethical matters involved in providing good service.

All of that changed recently, when I found myself on the customer side of that check out terminal (formerly known as a cash register), and in dire need of help.

I was shopping for a USB computer keyboard to attach to my computer. I needed that type, and only that type, and I needed it that very day. I visited four different retail stores, all large chains, and had four noteworthy experiences that left me thinking about ethical behavior.

On he first visit, I asked an obviously available (he was playing a video game) sales person how I could tell the difference between PS2 and USB port keyboards as the display models cords were embedded into the rack. His response was -” I just know from working here”. Okay. Not unethical, but not helpful either. Well, which one is cheapest, I asked. He showed me a $70 keyboard. I left the store.

At the next stop, I saw no keyboards, so asked a sales person (once she was off the telephone making plans for the evening.) “Oh, she said, the only ones we have come with the computers.” I thanked her and went home. The rest of this odyssey would have to wait.

At home, I called another chain store, navigated the voice mail, and asked the clerk if they had USB keyboards in the store and for the cost of the lowest priced model. After a quick click and a short silence, he told me of course, they are $24. Great, I was on my way. It was Saturday evening and the store was packed. I found the keyboard section, and stood there amazed. He had outright lied. The lowest priced model was $80. There was nothing remotely near $24. The few clerks on duty were swamped. I found one available in another department and told him about my situation. He was genuinely sympathetic and suggested that I visit the nearby superstore on the hill. I thanked him and left.

There my journey ended. I found my keyboard, after hours of searching, amid opened boxes (apparently some of them lied, too) in a crowded aisle in the electronics department of a store selling every product imaginable. I was exhausted. No wonder people shop online.

————————————————————-
© 2005 AlphaMeasure, Inc. - All Rights Reserved
This article may be reprinted, provided it is published in its entirety, includes
the author bio information, and all links remain active.
————————————————————-

Measure. Report. Improve your organization with AlphaMeasure employee surveys.

Josh Greenberg is President of AlphaMeasure, Inc.

AlphaMeasure provides organizations of all sizes a powerful web based method for measuring employee satisfaction, determining employee engagement, and increasing employee retention.

AlphaMeasure is fully customizable and allows you to target the organizational topics and challenges facing your staff today.

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August 21st, 2008

How many times have you needed to call for a service such as carpet cleaning? Mechanic service? How about a more serious issue such as a flood service?

Did you find that looking through the phone book just doesn’t give enough info and searching online pops up to many unreliable, irrelevant leads? Either way, I personally find it hard at times to find quality, fast reliable service.

For instance, I thought word of mouth was the best way to get what I am looking for. So I talked to a friend when my car broke down. “Sure” she said, I know just the place. After agreeing to pay a ridiculous price for a fast turn around, I thought money talks, right? Not in this case, 2 weeks later my car is still in the shop and the price has doubled.

Well after explaining that I found the part myself for half the price they were charging, I would just have it towed to my location to fix it myself. I am quite handy and knew how to fix the problem, but I was going to pay so that I would not be under the hood when I needed to be out working. Trouble is I work from that vehicle and after 2 weeks you can get pretty hungry with no income.

After the manager found out that I was taking my vehicle, they cut the price in half and I agreed to let them try again. We will see how that turns out. The point that I would like to make is that I see it all to often. I see companies take on more work than they can handle or put the same person on the back burner over and over again. I am a victim of that and it feels terrible. Do you think I will send them any biz?

When I started my company Moore Services in 1997, I knew that word of mouth is the most respected advertisement and I wanted just that, a respected name that my customers could count on. From the first day of business, and even now my goal is to build a solid customer base of repeat satisfied customers. Now I have pride knowing that I still have many of my first customers all because of situations that had a negative impact on me. What I mean by that is, I knew I didn’t like to be ripped off or taken advantage of and I sure don’t want a single one of my customers to feel that way either.

Sometimes you just need a fast response and hope for the best after making one phone call. I spend each day making sure that all of my customers feel that calling me is in fact that one call they can trust time and again with out a doubt if they need me. If you or a friend run a company, remind yourself of the frustrations you deal with and turn the situation around to make positive impressions and experiences for your customers. They will thank you 10 fold I promise. Try to confront every frustration as a new learning experience share a smile knowing that you would never do that to a friend or a customer.

For every bad day you have, make someone else’s day a good day by giving them a no hassle experience. Remember, it comes back 10 fold maybe even 20 if they have that many friends and relatives. From 1 to 10 to 100 to 1000. Now that is a lot of happy customers from just 1 happy customer. Just imagine if you gave that one person a negative experience.

Anthony Moore
http://www.shampooit.com

Dallas Carpet Cleaning by Moore Services
Perfect record with the BBB

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August 21st, 2008

In order to examine ethical issues, it is first necessary to define ethics. Today, we regard ethics as a “rational process founded on certain principles.” However, I believe a definition that is more applicable to this project is the ethical theory that existed in ancient Greece. There, ethics was the study of what was good for both the individual and society. We will look at some online issues and how they may be good and/or bad for society. Cyberethics is quite simply the study of ethics on the Internet.
“Ethics begins when elements within a moral system conflict.”
Cyberethics is often called as Information System Ethics. Information System ethics can be defined as “The study of moral, legal, ethical issues involving the use of information and communication technologies”
There are many unique challenges we face in this age of information. They stem from the nature of information itself. Information is the means through which the mind expands and increases its capacity to achieve its goals, often as the result of an input from another mind. Thus, information forms the intellectual capital from which human beings craft their lives and secure dignity.

However, the building of intellectual capital is vulnerable in many ways. For example, people’s intellectual capital is impaired whenever they lose their personal information without being compensated for it, when they are precluded access to information which is of value to them, when they have revealed information they hold intimate, or when they find out that the information upon which their living depends is in error. The social contract among people in the information age must deal with these threats to human dignity. The ethical issues involved are many and varied in Information System Ethics.

Ethics is required in information Systems to overcome the following ethical issues.

Privacy: What information about one’s self or one’s associations must a person reveal to others, under what conditions and with what safeguards? What things can people keep to themselves and not be forced to reveal to others?

Accuracy: Who is responsible for the authenticity, fidelity and accuracy of information? Similarly, who is to be held accountable for errors in information and how is the injured party to be made whole?

Property: Who owns information? What are the just and fair prices for its exchange? Who owns the channels, especially the airways, through which information is transmitted? How should access to this scarce resource be allocated?

Accessibility: What information does a person or an organization have a right or a privilege to obtain, under what conditions and with what safeguards?

Information System ethics explores and evaluates:
the development of moral values in the information field,
the creation of new power structures in the information field, information myths,
hidden contradictions and intentionality’s in information theories and practices,
the development of ethical conflicts in the information field. etc

Now let us take a look at privacy by the following examples. A few years ago, Florida lawmakers gave the go ahead to have monitors stationed in bathrooms at Tallahassee Community College to determine if the facilities were being underutilized. Students and faculty vehemently protested that the monitors violated their privacy. State officials said that the value of the information gained through the study was more important than the threat to privacy. Other issues like collection of private data of the users using internet by monitoring the traffic is strongly related to one’s policy as that information can be further used for illegal purposes. These types of privacy issues are needed to be addressed properly so that they should not exploit one’s freedom. One issue that I kept thinking about when I was constructing my Web page was whether it was ethical to lift an image from someone’s home page and use it on my Web page without crediting the source. Such ethical issues come under property.

One reason that topics such as online gambling and pornography have become such firestorms of controversy in cyberspace is the simple fact that so many people have access to the Web sites. Simply put, if no one had access to online pornography no one would care. With this another issue “Censorship” comes which should be deal in efficient way as it is not easy to implement. Ethical issues can also be religious, moral or any other.These type of issues are not easy to deal with.

Similarly, let us take China into consideration on the issue of “Censorship”. China has implemented the methods of censoring the internet that are somewhat harder to bypass for people generally unfamiliar with the way internet works. There is ,for example internet censorship as implemented in Chinausing a list of banned words that are censored on the fly. As users in china request a webpage , the incoming page is first inspected by government servers n blocked if a banned term such as “Democracy” is present. Human censors are also actively looking at what people browse on the internet, and block websites as they see fit.

Crimes on internet are also increasing in a continuous manner.Computer crime is a general term that embraces such crimes as phishing, credit card frauds, bank robbery, Industrial espionage, child porn, kidnapping children via chat rooms, scams, cyber terrorism, viruses, spam and so on. All such crimes are computer related and facilitated crimes. Many recent cases seen like Microsoft’s website was brought down for a little time resulting in a huge loss to Microsoft. Similarly, NUST, one of the best considered university in Pakistan got Hacked and redirected to another domain. Credit card fraud have grown in an increasingly manner. Leakage of Military information from internet is another internet crime. Software known as google earth, which shows information about different places including military land or can lead to robbery planning, is becoming an ethical issue around the world. Many people protest against this leakage of information but still one can’t deny that it is one of the major enhancements in Information Technology.

The question about how to police these crimes has already been constructed, but this task is turning out to be an uphill battle. Since the first computer crime law, the Counterfeit Access Device and Computer Fraud and Abuse Act of 1984, the governments have been trying to track down and stop online criminals. The FBI of different countries have tried many programs and investigations in order to deter Internet crime, like creating an online crime registry for employers .The reality is that Internet criminals are rarely caught. One reason is that hackers will use one computer in one country to hack another computer in another country. And that criminal isn’t working alone. Loosely organized groups–which security experts call “Web gangs”–conduct much of the illegal activity online. The structure of Web gangs may be patterned on that of traditional organized crime, in which the members of the group may never come into contact with one another and may never be aware of who they are working for.

Conclusion:
We live in an exciting time in history. The widespread availability of computers and Internet connections provides unprecedented opportunities to communicate and learn. Unfortunately, although most people use the Internet as a powerful and beneficial tool for communication and education, some individuals exploit the power of the Internet for criminal or terrorist purposes.

We can minimize the harm that such individuals do by learning ourselves, and teaching young people, how to use the Internet safely and responsibly. The term “cyberethics” refers to a code of safe and responsible behavior for the Internet community. Practicing good cyberethics involves understanding the risks of harmful and illegal behavior online and learning how to protect ourselves, and other Internet users, from such behavior. It also involves teaching young people, who may not realize the potential for harm to themselves and others, how to use the Internet safely and responsibly.

Muhammad Bilal Azmat,
Operations Manager,
Koolmobile.
Phone:+923002122629

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