What kind of decision does Martha face? What are some of her decision-making challenges?
Martha Wang, an employee at Herb's Garden Products, faces a complex decision-making situation with
various challenges. The primary decision involves addressing a customer complaint about Herb's Special
Fertilizer Mix allegedly causing harm to the customer's dog. Martha, committed to her role in consumer
affairs, is torn between loyalty to her employer and the ethical responsibility to address the serious
concerns raised by the customer.
The decision-making challenges for Martha include navigating the tension between company loyalty and
her duty to consumer safety. The conflicting information about the fertilizer, especially the undisclosed
"secret ingredient," adds complexity to the situation. Martha must determine whether the product is
genuinely safe and whether similar incidents, like the dead birds in her own experience, could be
related.
What recommendations do you have for a company facing this situation? What should they do to deal
with this customer complaint?
Recommendations for Herb's Garden Products involve taking the customer complaint seriously. The
company should conduct a thorough investigation into the fertilizer's composition, considering the
undisclosed ingredient and its potential impact on pets and the environment. Communication with the
dissatisfied customer should be empathetic, acknowledging their concerns and assuring them that the
company will investigate.
From the perspective of the management at Herb’s Garden Products, what are some next steps that
could be taken?
From the management perspective, Herb's Garden Products should prioritize transparency. Disclosing
the complete list of ingredients, especially the "secret ingredient," is crucial for building trust with
consumers (Wu et al., 2010). Implementing additional safety tests and quality controls is necessary to
ensure the integrity of their products. Addressing environmental concerns by examining the fertilizer's
impact on surrounding ecosystems is also essential.
Is this an ethical dilemma? Why or why not?
The situation presents an ethical dilemma. Martha is torn between loyalty to the company and her
responsibility to consumer safety. The potential harm caused by the fertilizer raises ethical questions
about the company's values and its commitment to environmental protection. Martha's ethical
obligation is to thoroughly investigate the matter and prioritize consumer safety over company loyalty
(
Figar & Đorđević, 2016)
.
How would you resolve this situation if you were in Martha's position?
If in Martha's position, I would prioritize consumer safety and initiate a comprehensive investigation into
the fertilizer's ingredients and their potential impacts. Transparency with the customer is crucial, along
with implementing changes to address any identified safety issues. Communicating these steps to Herb's
Garden Products' management, even if it challenges their established beliefs, is necessary for ethical
decision-making.
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