Some cases are based on real situations and some are fictional. Includes cases on business ethics, medical ethics, governmental, and technology ethics.
See Related Articles at the end of this piece for a link to Part I. Then, register as a reader of our site so that you can comment on this, or any other, article. Mordu Serry-Kamal Case Two: The Electronics Store In this case, the writer was in search of a cleaner for the tape deck in his car when he decided to patronize an electronics store that was in close proximity to his private residence.
When he entered the store, there were some difficulties in not only getting personnel to provide assistance, but also once he had articulated his request, there appeared to have been additional difficulties in locating the tape deck cleaner.
The clear indication was that the personnel did not know whether the item was available in the premises or not. Eventually, after a frantic search in the front and back of the store, the cleaner was said not to be available in those premises but that another store of the same company might have consignments of the good.
A phone call was made and the cleaner was located in another store. The writer was about to leave the premises, after having given his name and phone number in order that he may be contacted when the cleaner would have been received, when the manager who had done absolutely nothing hithertofore to assist in the situation suddenly entered the scene.
In typical management style, he indicated to the employee that the customer should first of all pay for the cleaner prior to ensuring its shipment from the other store. The customer had a few doubts about this strategy, but then decided to comply with it because he had been having difficulties locating this particular product.
Further, that a phone call would be made notifying the customer of its arrival. With this apparent mutual understanding having been established, the customer departed the store. However, several days passed and the customer did not receive any phone call.
After having waited for approximately one week from the day of the order, the concerned customer decided to initiate a call to the store only to be told that the cleaner had not yet arrived. Then another week elapsed and there was still no contact received whatsoever. Therefore, rather than wait for one more week, the customer decided to re-visit the store exactly at the end of the second week of waiting.
When the customer arrived at the store the salesperson, who appeared to have forgotten about the transaction, finally indicated that the cleaner had not yet arrived.
Realizing the folly of this gesture, the customer respectfully requested a refund. Without further ado, the refund was granted and the customer proceeded to depart from the premises, vowing to himself never to return for another transaction.
In this case, there may have been some measure of management but, given the outcome or result of the transaction, a case can be made that there was certainly no leadership because the goal of selling a product, which was available within the company, was never accomplished.
The evidence, to support this claim, is provided in the analyses below. Analyses An attempt will be made, in this section, to compare and contrast the behavior of the personnel in these case studies by employing the concepts of management and leadership as benchmarks for analysis.
Specifically, the analysis will attempt to address the issue as to the rationale underlying the effectiveness of the car wash in its goal accomplishments, as compared to the electronics store which appears to be struggling to achieve the same or similar accomplishments.
These are itemized below. By integrating himself into the task of washing cars, he provided motivation to his employees through demonstrating that he, himself, was able and willing to perform the tasks which the workforce performed. In other words, he might not ask an employee to perform a task which he himself might not be inclined to perform.
In this regard, the owner was certainly leading by example and in the process appeared to have captured the confidence and respect of the workforce which he managed and led. In addition, the leader appeared not to place himself over and above the other organizational members, such as one would notice in a rigid hierarchy.
This was a clear case of collegiality which, it seemed, enabled this leader to influence the workforce into accepting his vision for the organization which has generated dividends for his company. For example, as a small start-up business unit, he had chosen to broaden his clientele through the imposition of charges that are low enough to attract customers who would soon discover that the services offered, in terms of quality, may actually exceed the charges imposed.
As a result, it therefore appeared as if this form of clientele expansion has enabled him to continue keeping his charges relatively low and competitive, while maintaining high productivity standards.
Additionally, since there appeared to be no rigid hierarchy, individual workforce members hold conversations casually with their customers as they perform their respective services.
The customer also noticed that in order to facilitate the process of car washing, the team used language that was not necessarily familiar to the customers.
This behavior left an indelibly positive impression on this customer and ultimately motivated him to conduct this writing.
He had also employed a female, from a racial category different from his, that performed the following functions: The owner had informed this customer that this particular strategy has expanded his clientele base.
Second, in the case of the electronics store, it was clear that there was a practical absence of leadership on the part of the manager. The specific reasons for arriving at this conclusion are addressed below. Therefore the manager, by virtue of his behavior, appeared to have assumed that the employee should have known how to fulfill his responsibilities without any managerial prompting.
Therefore, assessed from this perspective, this would imply that the manager was deficient in both leadership skills and the stated aspect of managerial skills.
The combination of these two malfunctions appeared to have exacerbated the problem.
These professional standards are addressed briefly. One, he should have been able to know that the cleaner had not been shipped from the other store.Zipcar case study, leadership style review. Kindly refer to attahment.
|TQR Publications||Comprehensive Leadership Case Study Analysis:|
|Who can edit:||Using an organization-wide approach, Spectrum Care applied the new framework to all service areas and activities. Within two years after landing his first job, he received two promotions and tripled his salary.|
|Case Studies | Center for Teaching | Vanderbilt University||Cardozo School of Law Approach and Methodology In an effort to discover how private sector leadership can affect public policy outcomes, I have undertaken a review of the use and regulation of tobacco in the United States.|
|Ethics & Leadership Case Studies | LearningEdge at MIT Sloan||Abstract This case is about the Tata Group, one of the leading business houses in India, a key emerging market. The group had a long-standing reputation for ethical leadership and was well known for its corporate social responsibility and principles such as the "Tatas don't bribe" and the "Tatas don't indulge in politics".|
|Case Studies||John Minahan and Cate Reavis Harry Markham, a pension fund investment advisor, is torn about whether to tell the board of trustees of the pension fund he is advising that he believes the value of their projected liabilities are actually much larger than what the actuaries say they are. Confronted by the differing viewpoints held by economists and actuaries on how to value liabilities, Markham wonders, in light of the CFA Code of Ethics and Standards of Professional Conduct that he attests to on an annual basis, what are his duties and responsibilities as a professional and to whom—the trustees, his firm, the pensioners—he owes his loyalty.|
Read the case carefully. 2. Identify the major leadership issues and decisions made in this case. 3. Evaluate the soundness/effectiveness of the leadership decisions made at that time.
4. Discuss the effects of that major leadership decision in today’s company situation. This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a .
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