In the sample case, Breaking the Rules, Nancy Taggart, a worker in Xemas Company customer service department, went against her company’s distribution policy to help a dealer who was in urgent need of a part. Nancy weighed the options available to her and decided that it was best to contravene company policy in order to help the dealer. Part of the Nancy’s deal with the dealer allowed the company to bill the dealer’s distributor for the delivery but complications arose when the distributor claimed that the dealer was not a regular customer. In light of the situation, Nancy chose to cover the company’s losses herself.

Nancy’s case is unique in that she found herself torn between observing the company’s protocol and helping a client solve what seemed to be an urgent problem. If she had chosen to observe the company’s rules, the client would have been unable to solve his problem and it is possible that he would have chosen to work with another company. Through the decision that she made, Nancy was able to please the client. While her decision to break the rules may have appeared to be unethical, the fact that she was willing to repay the company’s losses using her own money shows that her actions did not contain any malice. The fact that she bore full responsibility for the problems that followed her actions shows that her decision was meant to help both the company and the client.

Question 1

In the case study of Xemas Company, Nancy Taggart exemplified commendable managerial traits by executing her mandate as an effective employee of the customer care department of the company. In addition, she employed appropriate measures aimed at maintaining proper relationships between the customers in the targeted market segment and the administration of this commercial organization. Despite the set rules governing the operations of workers such as Nancy, peculiar scenarios may face a company. Accordingly, it may be difficult to address such situations through rigid procedural guidelines. For this reason, Nancy not only aided in increasing the sales of the company, but she also facilitated the promotion undertakings of Xemas Company. Since the main objective of a typical business enterprise is to attain a high market share while promoting customer satisfaction in the targeted market segment, it is evident that Nancy’s actions were beneficial to the corporation. These reasons support the decision by the executive vice president of the company to reimburse her, in addition to promoting her to a higher professional rank.

Question 2

In this scenario, Nancy had to make an operational decision that not only affected the daily undertakings in this commercial organization but also had a significant impact on the overall financial records of the corporation. Such decisions are moderate administrative issues that affect the attainment of the set short-term objectives. Consequently, its effects are evident within a short period ranging from a few hours to several days. Additionally, it is rational to term Nancy’s decision as a programmed choice. This is because of its connection to her responsibility of facilitating customer satisfaction to the company’s clientele. Moreover, similar to other situations that require an individual to make concrete decisions, there were various applicable alternatives. For instance, she could have abided by the set guidelines in order to avoid   detrimental repercussions from the top management of the corporation. Furthermore, she could have sort clarification on the appropriate measures to employ in such a situation from a member of the top managerial team of the organization. In this case, she did not consult with her supervisor regarding the issue.

Question 3

Such behavioral factors as accountability may have influence Nancy’s decision. To start with, she resolved to use her personal income in order to refund the loss incurred by the business enterprise following the disagreement with the local distributor regarding the payment for the supplied products. Additionally, she showed determination to accomplish her mandate of facilitating customer satisfaction in the targeted market section. This willpower also exemplified her reliable nature since she used all available approaches to cater for the needs of the customer in question. She did not hesitate to risk her employment position by breaking the set guidelines in order to meet the needs of the client. Additionally, it is evident that Nancy is result-oriented. This behavioral trait may have influenced the alternative chosen by this worker. This is because of her determination to attain impeccable results despite the risks and uncertainties involved. For example, she was aware of the probable consequences of breaking the set rules. Nonetheless, she purposed to accomplish her mission regarding customer satisfaction through all available means. Accordingly, it is rational to assert that these behavioral aspects were an influential factor that resulted in Nancy’s decision to dispense the equipment to the customer in question without following the formal proceedings of the company.

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