My supervisor requested a self-evaluation in connection with an upcoming annual performance review, the self evaluation was meant to answer questions regarding A certain customer service decision and accommodations made by me that went beyond company standard operating procedure and protocols. Conio-coca Graphics Imaging Corporation ordered my team to perform a systems installation for a small publishing company in North Miami. The installation was to be performed according to company standards; first the hardware which included an image setter and then a “Mac Server” running OS 10 (Operating system version 10) followed by installing specialized software to interface with a desktop publishing application. Upon completing the installation of the software and hardware, the team and the customer found the software was not functioning which effectively meant the customer at that point was, “Out of Business.” PROBLEM DEFINITION The on-site Team defined the problem (Bazerman, Max H. Judgment in Managerial Decision Making, 5 th edition. New York: John Wiley & Sons.
2002), resolving; Apple Computer Corp. had shipped a machine to the customer with the very latest operating system on it which did not work with a standard desktop publishing application; it required a missing upgrade patch having a zipped (compressed) volume of about 80 MB’s. Alternative 1: After careful communication with my supervisor, I was ordered to tell the customer to order the upgrade patch on a CD direct from Apple Computer, they could have it shipped overnight and install it themselves the next day. The customer called Apple Computer and was told the Patch was not available on CD but could be downloaded from a web site. Alternative 2: I concluded the customer was loosing money by not getting his work out, he was angry having just purchased a brand new ($80, 000. 00) system that did not work, and the patch was available via download with a broadband connection.
The Review on A Proposed Online Grading Website With And Customer Service System
Introduction Grading and reporting are relatively recent phenomena in education. Throughout much of the nineteenth century most schools grouped students of all ages and backgrounds together with one teacher in one-room schoolhouses, and few students went beyond college studies. The teacher reported students learning progress orally to parents, usually during visits of parents in their schools. ...
I could get the patch using my own broadband connection at home, return the same day and install it for the customer. After doing this, the customer was happy, my supervisor was angry citing issues of company protocol (I did inform him I was doing this), unsecured web sites, large files are easily corrupted, eat… An instance of bounded rationality prevailed resulting in the optimal decision; “that we can better understand decision making by explaining the actual, rather than the normative”, Simon (1957; March and Simon, 1958); I opted to download and install the patch making the system fully operational despite my supervisors admonition, ” The customer should do this himself from an OEM CD-ROM issued by Apple Computer.” Later, the customer was able to order a CD-ROM from Apple, which arrived in several weeks but had no problem getting his work out during this period. CRITERIA The rational model assumes the solution with the highest sum should be selected as the optimal decision. The identified criteria (7); customer satisfaction, operability, reliability, minimal interruption of his business cycle, quality service, the application of Hi-tech solutions to Hi-tech problems, compliance with company protocols.
Seven criteria have been identified, each given an equal weight of 1 point for succeeding and, – (minus) 1 point for failing. Alternative 1 (leaving the client high and dry waiting for a CD-ROM) presented as 6 x -1 = -6 +1 (+1 for compliance with my supervisors decision) produced a net result of -5. Computing the optimal decision (Bazerman, Max H. Judgment in Managerial Decision Making, 5 th edition.
The Term Paper on Southwest Inc Customer Airlines Company
Southwest Airlines The original vision of Herb Kelleher has helped to make Southwest Airlines profitable for over 32 years now. As the company moves forward, they will need to find innovative new ways to retain and increase their customer base, and remain competitive. This paper will discuss the concepts that have made Southwest unique from the start; and how the company can continue to increase ...
New York: John Wiley & Sons. 2002), meant using the same criteria applied to Alternative 2; assisting the client toward getting the system operational and still comply with company requirements. The seven criteria yielded 6 x 1 = 6 -1 (-1 for not complying with my supervisors decision) resulting in in an optimal decision net result of +5. EVALUATION During the self evaluation in connection with this incident, I revealed to my supervisor several problems concerning the poor quality assurance methods regarding operability, reliability, sloppy salesmanship, failure to scope a project and failure to support the customer during a weak link period for which the customer was told to fend for himself while he was out of business; waiting for an upgrade which should have come with the system on “Day One.” With respect to my supervisor calling me a “Computer Cowboy” over the phone (in front of the client), I can see this now, his presenting the “Representative Heuristic”, Nisbet t and Ross (1980, p. 7).
I expressed an apology for going beyond company protocols during this installation, and for the department’s lack of insight and consideration for information technology challenges that a Field Service Engineer might encounter when working in the field. The only weakness I see in the rational model is the lack of its application in business (but there may be others).
As it was in this study, my supervisor had been with the company 27 years rising to a position of Regional Manager with no formal education; this brings to mind The Peter Principle, Lawrence J. Peter (1969).
I had been with the company 2 years. Sixty days later, I resigned my position with Conio-coca after receiving an annual review ruminating latent managerial anger carrying a 1% pay increase, the proverbial “Slap in the face.” ReferencesAlinea Group (2004).
Acculturation: A Universal Process. White Paper.
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The Essay on Identify potential weaknesses from either the Aircraft Solutions or Quality Web Design Company
In this phase you will choose either Aircraft Solutions or Quality Web Design as the company you will work with. The scenarios are in Doc Sharing in the Course Project select area. You will then identify potential security weaknesses. Security weaknesses – You must choose two from the following three areas (hardware, software, and policy – excluding password policies) and identify an item that ...
Judgment in Managerial Decision Making, 5 th edition. New York: John Wiley & Sons. 2002.
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A Writers’ Reference, 5 th edition. Bedford/St Martin’s, Boston, New York. Senge, Peter (1990).
The Theory and Practice of Learning. White Paper.
Retrieved May 26, 2004 from the In fed Web site: web.
