I need help with this! Customers are central to defining and measuring quality.
ID: 428739 • Letter: I
Question
I need help with this!
Customers are central to defining and measuring quality. Consequently, ethical behavior on the part of a business is critical to the quality contract. Thinking of your experience and what you have learned or seen in the news, pick two companies to illustrate both sides of these ideas. One of your companies should represent ethical behavior and the other should represent unethical behavior. Make sure to explain why you chose each company and how their behaviors impact quality in the eyes of the customer.
Explanation / Answer
Ethical-
Mayo clinic is one of the best available Healthcare facilities. If anybody thinks about equality of the Healthcare networks then the Mayo clinic is on the top. By setting up their own standards and constantly maintaining the core value of the organisation Mayo clinic has built its own identity by providing exceptional customer care service and extreme commitment to go service being provided to the patients. By having an idea of meeting the needs of the patient, mayo clinic health develop and Intensive Care organisation structure which is extremely good. Always putting the patient on the front side and being dedicated to the organisation's goals.
By making decisions which are totally patient oriented and does not really relate to the pacific Business structure is the key factor. By creating very large integrated Healthcare service to the patients, mayo clinic has been very successful in maintaining its brand image and to create the core value of understanding the needs of the patients as well as provision of the specific services and grid environment. By implementing morals and ethics at a strong structure and being able to communicate that specific getting into whole organisation is an essential part of the core values of mayo clinic which is very beneficial in maintaining industry standards.
Customer is the most important part of the success of Mayo clinic. Exceptional customer care directly in hands in the overall mouth to mouth publicity as better environment directly enhances the overall experience and provide extensive support to the overall structure of the organisation. In this specific situation customer becomes the main point of service. If the customer service excellence in the overall service provision would create a better effect on the customer and customer would definitely promote the organisation by telling it to other people as well.
Unethical
In the mid nineties Nike was accused for paying less to their employees as well as using the child labour in the factories which leaded them to a drop in sales as well as a bad image in the society. This is specific news created negative impact on the company's profile around the globe just like the company doesn't recognize that its involvement with the suppliers is also a very bad thing for their image.
The problem began with improper resource management team of nike which collaborated with the different what is around the world to supply them the manufactured goods without having a proper survey over the companies were responsible for manufacturing for Nike, companies management system decided to go with the manufacturers and does not had a look in companies work structure on the environment.
Nike's policy of working with the independent supplier for their products was the biggest mistake of the supply chain management system which lead them to unethical crisis
This specific incident was focused in the media for a long time for supporting the child labour as well as being low wages to their customers. Authentically Nike was nowhere related to this child labour incident but as those manufacturing facilities are a part of Nike's supply chain management system. That's the specific term was amazing story for all the media houses at the time. Media companies portrait 90 as an unethical manufacturer with exploiting image. Suddenly all the houses were talking about the child labour and how it is involved in paying low wages to his employees.
For avoiding the crisis company should have done these things:-
Company should have recruited a proper management system which reviews all the manufacturing facilities before involving them into the supply chain management.
Periodically auditing manufacturing facilities, looking for any unethical practice should be done by the company because these independent manufacturers are directly related with the company's image.
By setting of your own manufacturing plants Nike can regulate and maintain the ethical structure of their company as well as avoiding the crisis.
Investing in the article is diverse platform with cultural diversity also helps in reducing the overall unethical practices in an organisation when investing in the socially accepted organisations should be done .
By properly looking at the wages of their employees and having an eye on the company responsibility towards the society is also very essential in developing a positive image. This positive image would help the company to avoid the crisis as the standards of the company would be very high.