The dilemma highlights that utilizing subjective measures of analysis corresponding to buyer satisfaction scores can have optimistic in addition to adverse outcomes. On this case, Jason has handled unethical conduct from his shopper by letting his supervisor, Terri, know of the issue. He dealt with the problem appropriately however will get a adverse analysis from the shopper. The dilemma permits you to view the issue from a number of views (Terri, Jason, senior administration at Planet, and even the shopper).
You need to take into account a number of issues when discussing this dilemma. First, what are the benefits and downsides in goal versus subjective measurement in evaluations methods. Subsequent handle using subjective measures in figuring out rewards and different types of compensation. On this dilemma they signify a major a part of incentive compensation. Is that a good suggestion? What occurs when clients unfairly punish salespeople?
Take into account the next questions once you focus on this dilemma:
1. What ought to Terri Jensen inform the Government Vice President of Gross sales?
2. Ought to Jason get the bonus? In that case, how ought to it’s calculated?
three. How ought to Jason, Terri, and Planet Plastics reply to Mercury?