Case Study 5 M&M IT Networking solution is a boutique IT Networking company that
ID: 425220 • Letter: C
Question
Case Study 5
M&M IT Networking solution is a boutique IT Networking company that has maintain an ample number of clients that require minimal to extensive IT network solution and maintenance services.
Lately there was a customer complaint that the M&M IT Networking Solution Managing Director has brought to your attention as the IT Network Solution Coordinator.
Dear Sir/Madam,
I would like to raise my concern to the appropriate department regarding my recent dealings with your staff.
I received a notification from one of the company that I believe is also your client (XYZ Services), they told me that your organization is not very happy with us because we require a lot of extra but not prepared to pay for the service rendered by your company.
I hope this is not true, as I believe that my company dealings with you is a confidential matter, your staff “discussing” it with another company about our company is a breach of our trust.
I would like to know how this happen and why your staff Mr. Obe Kenobe (as mentioned by my contact in XYZ Services) would do this.
Kindly respond to this alleged incident and would like to know how this can be prevented in the future.
Kind regards,
Ms. Agatha Christie
Managing Director
Snickers Group Pty Ltd
Task 1 Case Study 5
Your task as the IT Network Solution Coordinator is the following;
1. Investigate how this happen- and provide a review/revision that will prevent the breach of code of ethics and privacy of clients of the existing M&M Code of Ethics – please see attached M&M IT Network Solution code of ethics.
2. As part of your investigation, you will review work practices that led to the breach of code of ethics and privacy of the client. Your review as a result will lead to the introduction of a new work procedure and the establishment of a review and grievance procedure to enable stakeholders to report any ethical issues without fear of retribution. The new work procedure will ensure that the integrity, confidentiality, security and availability of information of the client is secure and maintain appropriately.
3. Research and develop a survey in order for you to follow up if the stakeholder is receiving a consistent and appropriate service in dealing with the code of ethics.
4. Create a role play where you have receive a completed survey with one of your clients and you are conducting an interview to ensure that they are receiving a consistent and appropriate service.
M&M IT Network Solution
Employee Code of Ethics
M&M Employee will at all times during Customer Service;
Treat each customers with respect and dignity
treat customers transaction are treated fairly and equitably
Customer transaction will be dealt with utmost care and sensitivity to the customers’ requirements and confidentiality requirements.
Will refer customer to other available staff that may potentially present a conflict of interest to the current staff
Will not receive any gift in kind or cash to any customer
M&M Employee will at all times during Administrative Service;
Not visit internet site that might result to discomfort to other staff,
e.g. pornography, website inciting disharmony other controversial websites
Not divulge or M&M documentation and events to social media
Not engage in defamatory activity that might incriminate the company
M&M Employee will at all times treat each in the following;
With respect and dignity
Accommodate and accept productive diversity
Engage in collaborative and cooperative atmosphere
Discuss issues in constructive and transparent manner
M&M Management will at all times;
Allow staff to exercise autonomy
Empower staff to contribute positively
Allow anonymous provision of feedback
Allow staff to raise issue with no negative repercussion
Explanation / Answer
1. The incident took place because the company’s code of ethics policy does not contain any specific policy regarding the privacy of clients’ personal information. The company policy should have strict code for maintaining the confidentiality of a client’s personal information.
In order to prevent such issues in future, the company should add the following policy in its code of ethics- “Client’s information should be kept between the employee and the client. An employee should not discuss anything about their client with their family, friends, colleagues, or other clients. Any employee found to be involved in such an act would be liable for strict disciplinary action”.