TELECOMPROS

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Riverside City College *

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Management

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Feb 20, 2024

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Uploaded by pmgarcia90

1. Was the decision made by TELECOMPROS an ethical one? Why or why not? I think Telecompros management acted unethically when they made their choice. The business betrayed its integrity when it chose to manipulate the call center data that gets to Cell2U in order to stop Cell2U from renegotiating their contract. It was an unethical action on the part of Telecompros management to have the supervisors call the center to increase the call volume. In the end, Telecompros prioritized their own financial success over that of their client Cell2U needs. 2. Which of the Nonrational Models of Decision Making did managers at TELECOMPROS follow? Explain. The bounded rationality model of non-rational decision-making was used by Telecompros managers. The TELECOMPROS managers chose the "good enough" path rather than aggressively seeking a better way out of their situation. TELECOMPROS made the decision to change the information sent to Cell2U due to time, information, and cognitive restrictions. The information that Telecompros is required to supply to CELL2U should not have been changed, and management should have anticipated that the call center wouldn't stay comparatively busy. 3. Which of the hindrances to rational decision making listed in the textbook explain the decision made by TELECOMPROS managers? Explain. Confirmation Biases: When people rely on information to confirm their own preconceived preferences or ideas, this is known as confirmation bias. To increase revenue, Telecompros management chose to keep their call center employees on board. However, they may have already been considering methods to defend their immoral decision to give their client false information. Framing Effects: Framing is the process by which an issue or choice affects the decisions made. Managers at Telecompros fabricated the circumstances in order to sustain their call volume and deceive their client for the purpose of maximizing their earnings. Because of framing, they failed to take ethics into account and were unable to search for ethical solutions. 4. What is your recommended solution? Explain why you selected this alternative I would advise TELECOMPROS to correct their errors and put their clients' needs ahead of their own financial interests. to conduct business in a way that is ethical and with transparency. The first thing to do is to cease having their managers or superiors phone in to increase the workload in the contact centers. Give Cell2U correct information and approach Cell2U about revising the call center agreement. This will establish good faith and help greatly to rebuild confidence.

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