Managing Customer Relationships: A Strategic Framework 2nd Edition Don Peppers (Author), Martha Rogers (Author) - Solutions

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Is it a good idea for a disaster coordinator to have discretion regarding where to focus the response efforts? What are some other processes that could be employed to increase the likelihood of better decision making?
In your opinion, is Craig exercising due diligence in the performance of his duties? Explain your answer.
What kinds of ethical issues pertain to Craig’s decision? What are some likely effects of leaving the poor part of town unattended in the storm’s immediate aftermath?
What should be the appropriate guiding principles for disaster coordination? What would be a reasonable set of criteria for prioritizing activities? To what extent should economics play a role?
Universities strongly discourage professors from having romantic relationships with students, even though both are adults, under the theory that an inverse power relationship might compromise true consent. In your opinion, is this truly a consensual relationship?
Aside from the potential issues involving conflict of interest, why might Paul react with concern? Is his behavior unprofessional in any way?What would be a prudent policy for the university to adopt concerning situations like this?
Evaluate Sherry’s behavior. Is there anything wrong with exposing other students to the situation? What are the dangers for Sherry? Does this situation create any difficulties for Theresa, now that she has been made aware of it?
Is there an actual conflict of interest, or perhaps the appearance of conflict of interest? Describe the interests that are potentially in conflict.How would Paul defend himself against accusations along these lines?
Should the news agencies have contacted Anna and informed her they were going to do a piece on the video testing program so they could get her side prior to running the story?
Are there other alternatives to the video program such as the use of psychological testing? Is such testing on people ethical? Why or why not?
Is such a video program really necessary? Is it ethical to show such disturbing material? Why or why not?
Should Anna have more closely reviewed the video selection system?Should she have discussed it with the state’s political leaders in order to gain “buy-in”?
Critique the advice provided by Dr. Chapman. Is it reasonable to assert that a university assumes the role of parent to girls (women?) between the ages of 18 and 21? What ethical perspectives would help you defend the long-standing policy to allow advertisements for beer and alcohol?
Evaluate the arguments put forth by the editor. Does it matter that other bars are allowed to run ads? Are there any potential legal considerations that should be taken into account? Does it matter that they are looking for girls under the age of 21?
Should Rachel simply avoid controversy by refusing to run the ad? In general, should the potential for controversy dissuade media outlets from running ads? What are the ethical implications of your answer?
What are the sources of Rachel’s quandary? List the conflicting values at play in her decision-making process.
From a larger ethical perspective, should the city government be running a program for kids that is so “unsupervised” in the first place?Does its popularity with voters and the city council make a difference?Are there ways to make the program safer without costing too much more money?
Discuss the merits and inadequacies of the personnel policy. What improvements, if any, would you suggest as steps toward striking the best balance of applicant interests and public safety?
On what legal basis would you defend Becky and Damon if applicants challenged their decisions? What is the personal risk to an official who ignores policy, particularly when doing so works to the detriment of a particular citizen’s interests? Would Becky and Damon face any risks if they simply
Is it ethical to go against policy in a case like this? Which ethical principles, if any, are violated? Are there any ethical principles that could serve as a basis for Becky’s actions?
How should one deal with conflicting obligations? In this case, AguirreChávez has obligations to his country, his fellow citizens, and his family. How should these conflicts be resolved? Do any of the theories of ethics or leadership provide an answer?
What theory of ethics is being employed in this case? Support your answer using the IRAC method.
What style of leadership is Capitán Aguirre-Chávez using? Is there more than one style at work here? Support your answer using the IRAC method.
Should Edna trust Arie’s judgment regarding the Chinese? Why or why not?
Critique the attitudes of Arie Shaklar and Royce Calvey. What are their unstated assumptions regarding confidential information? With respect to the laptops, how can their inability to come up with effective solutions be reconciled with their ethical responsibility to protect sensitive information?
Evaluate the pros and cons of housing sensitive information with an agency that is linked to national security agencies. What reactions would you expect from citizens who learn that their information has been compromised? On what basis would the needs of the agency outweigh the interests of the
What are the implications of the agency being “way behind” the problem? How likely is a political appointee to “have what it takes” to handle the IT problem? What about Edna Curry? What do her reactions reveal about her level of expertise?
What should Herbert do about his misgivings? Are there any ethical principles that can provide guidance or perspective to him as he sorts out the priorities and actions of Senator Wallis?
What are the risks involved when politicians employ tactics like Wallis’s floor speech? Are there better ways to accomplish her goals?
Have Senator Wallis’s political maneuverings created special challenges for leading her own staff members? Has she explained her rationale to Herbert sufficiently so that he will remain an effective researcher and source of staff support for her?
Is Senator Wallis engaging in hypocrisy by slamming the frog study? Is Senator Wallis right in commenting that in politics “what is right and what looks right are often two different things”?
What would you suggest to the Finance Committee regarding the Family Planning Advocacy Group’s request? How would that affect LCCAA’s relationship with the Family Planning Advocacy Group and other partnering organizations? How would that affect LCCAA’s relationships with donors and program
What expectations would you have regarding the transfer of your contact information among various nonprofit organizations? What standards or procedures would you recommend nonprofits follow when deciding issues like this? Should there be a policy for handling such requests, or should they be
What objections might donors have to LCCAA sharing their information with the Family Planning Advocacy Group, or just sharing the information in general? What about the program participants? Are they as likely to object as the donors? What might their objections be?
What other possible uses could the Family Planning Advocacy Group have in mind? Should Barbara get some clarification from Pam Schrader before the committee proceeds? Which uses would be acceptable, in your opinion? Why?
Should city employees be able to contact council members about their concerns as citizens, or does their employment with the city constrain their First Amendment rights to free speech and petition of government for redress of grievances?
Should Councilman Begley have sought to work with John to reach an understanding or compromise before placing his possible termination on a public document? Could Councilman Begley’s action signal to staff that they don’t have to respect the decisions of a city manager?
Given the fact that John was hired with the understanding that he would“not rock the boat,” was it ethical for him to accept the job and then engage in a major reorganization?
In a council/manager type system of government, the city manager is responsible for the daily operation of the city. To what extent should he be free to reorganize and restructure staff and operations? Should he advise the council first?
What advice would you give Green to deliver “demonstrable results” in turning the Department of Administration around?
Analyze Governor Drake’s leadership to determine whether it is charismatic or transformational.
Analyze President Vaughn’s strategy for managing the crisis from the perspective of charismatic leadership. Ultimately, did his character demonstrate positive or negative ethical leadership?
Did Matt responsibly and justifiably betray his fraternity brothers by going public with his story and the cell phone video? Or, would more constructive strategies be best used to resolve his concerns about the fraternity and avoid bringing on the harsh glare of publicity that closed down the local
If Vincent doesn’t accept the deal, the production company will probably just move on to another location that’s more accommodating to the show’s premise. Is this reason sufficient for Vincent to agree to the proposal and have his organization enjoy the other benefits? Would it be realistic
Is Vincent being too sensitive about the potential for bureaucrat bashing? Are these objections relevant to the decision that he must make? Assuming they are, do you think that there is a corresponding possibility that the image of the agency, or the public sector generally, could be enhanced due
From the agency’s perspective, what are the pitfalls of accepting revenue from a private sector entity? What conflicts of interest would be created by the partnership? In what ways would the mission of the agency be affected?
Are the show’s producers taking any risks by partnering with an actual public sector agency? Based on your knowledge of bureaucratic pathologies, advise the producers about the potential frustrations awaiting them.
When facing problems with particular employees, some managers prefer to generally inform the work group about a new policy to deal with the problem or to remind everyone about relevant existing policy.In terms of keeping up morale for the work group overall and ensuring adherence to work
Imagine you are a consultant brought in by top management to provide guidance in handling the new turnover problem. What advice can you offer?
What is your opinion of the sensitivity training approach to the problem? What is the logic behind requiring this training for all employees? Is mandatory sensitivity training likely to be an effective way to improve the performance of the organization? What are some other possible reasons for the
Evaluate Miguel’s agency in terms of personnel selection, management effectiveness, and leadership style. Which of these factors contributed most to the volatile situation in Miguel’s environment? Give at least two ideas for improving organizational effectiveness in these areas.
Would Porter’s leadership style be as much of a problem if he was an administrator over a private school? Why or why not?
What should the school board do? Should they ask the district attorney to open a criminal investigation on the matter? Discuss the various courses of action available to the board, and evaluate their potential effects on future book contracts, future lunch table discussions, and future candidate
Critique Shelley Turkleson’s response to Porter. Discuss Shelley’s motivations, and whether or not they are relevant.
Critique Porter’s stance about the book contract. What ethical theories underlie Porter’s perspective on getting the job done?
Could Scott have done more to help the environment by going to college and studying fields of study related to the environment rather than cultivating a career in the entertainment business? Explain.
Is it an effective strategy for the New Mexico Policy Research Center to attack the messenger instead of the message? Is it an ethical strategy?Why or why not?
Is Scott’s behavior “green” enough to square with his commitment to the environment? What principles are relevant as you think this through? Are there any ethical principles that would separate Scott’s personal behavior from his strident public advocacy of environmentalism? Does someone’s
Is this an appropriate way to thank someone for writing a letter on your behalf? What are the implications if a quid pro quo is expected in a situation like this?
Are these professors risking any adverse legal or personnel action by using the gift cards? What would their supervisors say about this?Would this set a precedent or create an expectation that letter writers should be thanked in a material way?
Under what conditions would you agree to write a letter for someone?How honest would you be? Would you be comfortable writing an unfavorable letter of reference?
Why do professors agree to write letters of recommendation for students? How genuine or trustworthy are recommendation letters?How important are they in the selection process?
Promoters of economic development often find themselves challenging the existing order. How do city leaders balance progress with tradition?How much weight should be given to long-standing loyal residents of a community versus potential benefits promised by enthusiastic newcomers?
How persuasive are Archie’s price comparisons? Is the use of data more persuasive than abstract economic theories? What theory does Archie offer to counter the anti-competition theory offered by Marty? Is Archie wise to suggest this line of reasoning? Is he in fact appealing to higher ethical
Evaluate the role of Gracie Miller and her staff in this political process.Is there anything inherent in the city manager’s position that would tend to bias her advice on matters concerning economic development and growth? How much weight should be given to Gracie’s advice? In reality, how much
In your opinion, is David Burchfield’s concern valid? What about Marty Caston’s assertion of democratic principles? What processes and principles should Commissioner Boyd rely upon if his reasoned judgment runs counter to his constituents’ wishes?
In retrospect, do you think that the demolition of the aging buildings back in the 1970s was a tragic consequence of an ill-fated modernization effort, or do you believe it was ultimately worth that sacrifice, since it has been an important factor in the more recent economic boom downtown?
How has public opinion played a role in the outcome of the Lyceum Vivid, or has it? How much weight should this group of political appointees give to public opinion? Or, is the role of this type of review committee to make well-grounded, professional recommendations to elected leaders, regardless
Identify the competing values in this case. Through what process would you make your determination of which values should take precedence?
How would you vote if you served on the Downtown Review Committee and why?
Would hot-tubbing be a good method for public administrators to use in other aspects of their decision making? Why or why not?
According to one legal scholar, two assumptions underlie the hottubbing approach—judges that really are interested in ferreting out the truth, and experts who are candid. How realistic are these assumptions?What are some other ways you could imagine to make the adversarial process a little less
Critique the behavior of Martin and Buckley. Are they undermining the pursuit of fairness by using Sid and Dr. Nuxhall? Would they and their fellow attorneys be likely to welcome the “hot-tubbing” methodology?Why would they? Why wouldn’t they?
Under current equal employment rules, who gains the advantage from an “expert-for-hire” contest involving a case like this one—Martin or Buckley? In what kind of situation would the advantage go the other way? Are adversarial expert witnesses equally appropriate in all types of cases? Discuss
During the Vietnam War, there was widespread speculation that “grade inflation” occurred on many college campuses in order to help males avoid the draft? If such grade inflation occurred, was that ethical?
Should Professor Karlsen consider Robin’s unique situation? Should Robin have thought about her scholarship before signing up for so many extracurricular activities? What ethical theory can be cited in support of changing Robin’s grade based on her need for the scholarship? What ethical theory
Based on your answers to the question above, is it ethical to change the grade? What about fairness to other students? Is it fair to raise grades when others may have come to class regularly and studied harder?
Who is really the “consumer” of higher education? Is it the student? If the institution is public, are the ultimate “consumers” the citizens of the state who provide most of the funding? What if the institution is private? Can an argument be made that the “ultimate consumer” is the
Is it a reasonable policy to have anyone terminated from employment to be escorted off the work premises by security personnel? Why or why not?
Would this situation have been resolved through termination if the city had hired its lifeguards directly rather than contracting through a private company? Explain your answer. If you believe there would be a difference between public and private employers on the development, interpretation, and
What are the reasons for this kind of policy to be in place? Are those reasons still valid in light of the successful outcome of a life being saved?
List at least four complaints you would expect to hear at the next Rotary Club Meeting. What options are available for parents who are dissatisfied with the situation? What should be done about Zach?
What does the relationship between the parents and the Rotary imply about performance standards for concession stand volunteers? Is it inappropriate to impose performance standards on volunteers? What can be done about poorly performing volunteers?
How would you characterize the position of the parents regarding the fees they pay? Does the fact that they pay to participate mean that they are “customers” of the Rotary Club? How should the Rotary Club view the parents—as customers, as beneficiaries of a generous program, as supportive
What conflicts of interest are apparent in the story? What could Mr.Bailey do to address his challenges at the concession stand? What are Steve Shillings’s options in handling the situation? How does funding figure into the range of options?
One of the ethical standards often associated with public service positions is that administrators should avoid even the “appearance of impropriety.” Is that standard justifiable, and, if so, should it apply in this instance?
How much responsiveness to “pressure” should President Wikstrom show? How should the media situation be handled? Do you consider the faculty petition an overreaction? Why would the faculty petition call for Grace’s termination rather than just Coach Bratton’s? Is this justified?Why not ask
Evaluate the organizational structure of the typical large state university in terms of “principles” of administration like unity of command, span of control, etc. How much control can reasonably be expected? Can anything be done structurally to enhance the level of control over players’
To what extent, if any, is a coach responsible for the actions of players?To what extent should Grace be held responsible for the actions or inactions of Coach Bratton? Does it matter that the coach is paid a very high salary? Does the severity of an accusation against a player matter?Does the
Imagine that you worked for Janet. What advice would you give her?What creative solutions can you generate that would service as viable responses to this situation?
Mistakes of judgment are inevitable. Is it fair or moral to fire a political employee over a mistake in order to appease the media? The public?What if the employee is a “merit” protected employee? Given the high tech world we live in, where information is transmitted instantly to thousands of
Given the limited resources of most state government and the overwhelming need for basic services for infrastructure and the poor, is promoting tourism ethical? Should such promotion be left to the private sector that benefits from it? Why or why not?
Funny and/or sexy ads are frequently used by the private sector to promote business. Such ad campaigns are often successful. Are such ad campaigns appropriate for a state entity? What ethical theories can be cited for and against the use of such an advertising campaign?
Evaluate the effectiveness of using part-time temporary workers to fill in the gaps as experienced full-time employees find jobs in other facilities. How could you best manage this kind of situation to best ease the transition?
What are the advantages and disadvantages to having a private company treat and house children with mental and developmental disabilities?Can a private company be held as accountable as a public agency? What controls would you recommend to maintain quality standards whether these kinds of services
Is it appropriate to handle an allegation of child abuse by creating a task force to solve the problem? Can such a task force be more than a symbolic gesture? If you were a member on this task force, how would you approach your duties? Are there better alternatives to a task force?If so, list and
How well did Derrick handle the public relations aspect of this predicament? Is keeping the press at bay a normal function of high-level bureaucratic positions? How far should a public administrator go to help the press do its job? Are there limits?
Name two or three different industries. For each, consider completely different business models that are sustainably successful and that would be based on more collaborative and trust-building ways of creating value from customers in the short and long term.
Imagine you have been assigned to change a currently product-oriented company to a customer-oriented firm. Select one. What is the first thing you do?What is your road map for the next two years? The next five?
In an organization, who should “own” the customer relationship? What does that mean?

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Managing Customer Relationships: A Strategic Framework 2nd Edition Don Peppers (Author), Martha Rogers (Author) - Solutions

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