Heeding to the calls of clients is always the calling of many professions. Meeting the demands and satisfactions desires of customers is a daunting task, but one that I cannot evade as a customer service representative for a US aircraft manufacturer plant in Sunrise, Fl. Stemming from our products, our new plane the fabulous 300 posit s2 problems that customers are complaining about. They are the baggage compartment door that opens in flight and the brakes that becomes very spongy after a very hard rain. The plant laid off union employees that were in the maintenance department that worked in the second shift. I am faced with a dilemma on whether to uphold my work ethics and corporate callings, or meet all the demands of the clients in line with their complaints, the latter being complex since there is no financial support from the company.
Issue #1
Working under the customer representative department, it is my obligation to safeguard my client’s safety and interests. Under the corporate obligation, I am mandated to raise an alarm on the loose baggage door and the spongy brakes conditions. However, my corporate obligation restricts my power on the engineering methods (use of roiling chairs). Ideally, such areas call for the use of my personal obligation-the need to safeguard the interest and safety of the human race.
Basing on the fact that there are financial constraints in the company, I would first review the contracts of all the customers that are complaining about the fabulous 300 and see if the company offers any maintenance services provided for free within a specified given time in the contract of sale. This will give me a basis to argue out on the grounds of contractual terms that the company had with the customers. It is better to maintain the loyalty of all clients by explaining to them the issue at hand basing on the contracts that they have with the company. It will also be a professional approach, since the customers will understand that the company is working from an informed stance.
I may decide to compromise my corporate callings and explain to the clients their rights and what they are eligible after purchasing the aircraft and signing the companies’ contracts for purchasing the aircraft. This, despite being the second approach, may jeopardize my work, since it may be contrary to the loyalty I have towards my company. This, however, may serve to satisfy the needs of the clients and educate them on what they have to expect from the products of the company. In case I will be summoned by the management in line with my decision to spell out the rights of the customers, I will defend myself on the basis of the ignorance that some clients may have. It is necessary that the customers understand their rights basing on the contracts that they have with the company.
My last approach would be that if they were very dissatisfied with my recommendations and demand financial compensation then I would transfer them to management, as I will not be allowed to provide any such thing. This may be the best options since the management may be well placed to handle such complaints. This will also work if the customers call for compensation. The faults noted stem from the manufacturing department, an area that the management has to check on. This will also give the management an easy time to understand the performance of the various departments in the organization.
Issue #2:
The use of rolling chairs is not approved by the FAA. Secondly, the use of the rolling chairs can result into great hazards. The Second shift maintenance manager, Stretch Backwards is climbing up on a rolling chair to fix an anti-collision light on top of the rudder. That plane is due for delivery to the customer in Chicago tomorrow night. In this situation I will go to a higher management to address my concern because as an employee working for the company I want to ensure the safety of our employees and quality in the way we handle our products to give them to our customers, because if there will be any complaints about them I am the person in charge to deal with it. If no action is taken with my concern then I will ask the management to provide me with financial support to cover up their mistakes done the maintenance personnel, if they want to keep their customers. This may work down against the relationship I had with some employees, but will uphold my integrity in the company.
I would also be very careful to prevent anyone from getting fired, because we have a union and we wouldn’t like for a strike to occur or for the work to be delayed because that would generate more complaints and it would be more work for me. However, an argument that the areas in question are not integrated in my scope of work beats the essence of morality. Morality puts more emphasis on the need to respect and safe guard the human life. In short, morality calls for the need to respect human life for the benefit of the social progress. It is at this point that utilitarian calculus arises; there is a need to weigh the possible consequences of our actions. An example is scenario where the use of rolling chairs results in great accidents. Such a scenario would have been avoided by raising an alarm on the due time.
Issue #3
As I notice that the lead mechanic has Greasy Fingers and is loading a 55-gallon drum of oil on a truck for the local landfill, I will approach in a friendly manner and remind him that he has greasy fingers because maybe he forgot from the amount of work he had since it is a busy night. As stated earlier, morality or obligations are measured not on the intentions but on the consequences. It is a personal obligation to avert all dangers from affecting the human population. If his reply was not professional or he did not care I would go to his supervisor and address my concern because what he is doing is hazardous one mistake with these greasy fingers the drum could easily slip and hurt someone or catch fire while loading and unloading. Although out of my scope of work as an employee I want to ensure that the company is working in with compliance of safety of the work force environment and getting the job done in a professionally. In addition to that, the response should be through acting on a manner that the maxim of the act can be used or willed as universal principal of humanity. In solving the above issues, it is important to calculate the number of head-on and minus.
According to the pilot’s guidelines and flying principles, it unlawful to fly under the influence of alcohol. In addition to that, one ought not to fly when experiencing any form of hardships. In short, one ought not to fly when under any condition that may deter the judgment process. The following case revolves around my position as an FBO director in my local airport. In this case study, we will encounter the following individuals doctor Quality Duck, missionary Pete and Ace student Pilot. Missionary Pete is an aged pilot-82 years. He recently received his FAA health form from his nephew Doctor Quality Duck. Doctor Quality Duck serves the position of the Aviation Medical Examiner in the local airport. On the other hand, Ace student pilot is faced by great problems following his parent divorce.
Earlier that night, the student pilot leaves a local club at 2 am in the morning. It is important to note that Ace student pilot was to fly to Asia the following day. When Mustang raises his concern, the missionary disputes back by saying that Ace was in the good hands of the lord. Under the above conditions, one is faced in the dilemma of either resigning or giving a try on changing the worrying trend in the airport.
Issue #1
The first issue I have to fix is go to talk to Dr. Quacky Duck , and ask about Petes condition before making him take my only CFI and go to East Asia. I would ask the Dr to be honest with me or lives could be lost and if that happened I would Report the issue to the FAA that an aged man was getting his medical to fly from a relative and that could be dangerous and poses a threat on safety not only to my FBO but also to the sky. Under my position as an FBO am both guided by the personal and corporate obligation. Under the corporate obligation, am mandated to dispatch activities under my work description. On the other hand, the personal obligation tasks me with solving matters that are not morally upright. Under the FAA guidelines, one is prohibited to fly an airplane when under the influence of alcohol.
In addition to that, the missionary’s age calls for resignation in his role as a pilot. With 82 years there is little or no chance that the old pilot has clear vision or informed judgments. However, having in mind that the management of the airport raises no concern about the issues; little is left under my influence. Leaving the matter as they are portrays an element if naivety on my personal obligation. Having lacked the corporate ability to influence the above issues, there is great need to use both ethics and personal obligation to address the issues.
Issues # 2
For the second issue the student pilot I would not allow him to fly until he gets his things together, and get over it. I might tell is CFI to guide him to a consular or a therapist if can’t handle it by himself. But for him flying is not possible from my FBO until he improves mentally. The code of ethics puts more emphasis on the consequences of our thoughts and actions rather than on the intentions. Having spotted the above activities, there is a need to find a solution. On the other hand, a decision to resign has its equal share of consequences. Being the sole provider, I ought to put the considerations of those who depend on my work. Although I have a corporate obligation, it is also true to say that I have an equal personal obligation both at home and work. That notwithstanding, a decision to resign beats the logic of ethics, morality and virtues. it is important to raise the following questions, who depend on me? What changes will my move impact on their lives? Lastly, you ought to calculate the difference between resigning and not resigning.
Issues#3
In explaining the essence of morality and work place ethics, it is important to realize that compromising the working standards do not act as a guarantee of a better performance. Such a move contradicts the virtues of morality such as honesty.
However it is also important to weigh the effects of staffing the pilot. Am I in a position to engage a better pilot? However, resigning adds more problems both to my family and the airport. Morality calls for problem solving and making the world a better place. On the other hand, all pilots ought to observe the laid rules and principles on flying an airplane.
The most crucial thing is decision making, how does my decision impact on the current conditions and the stakeholders involved? Secondly, there is the need to systematically arrive at a decision. However, the processes need not to be compromised or unbinding to the given set of laws. The most basic element is fusing judgment making process with morality and corporate obligations. In addition to that, it is important to incorporate both corporate and personal obligations when executing duties.
Assuming that certain problems lies outside my scope of work do not help, there is need to be personally responsible of what happens to the world or individuals involved. Lastly, I leant that morality purposes or focuses more on the results rather than on the intentions. If I fail to stop an accident or a bad event from occurring, am not any better from the individuals who caused the action. In short, there is need for great level of corporate and personal obligation at our respective workplaces.
It is worth the risk and I will not look for another job, quitting is always the easy way out, but in order to succeed and thrive you should deal with all situations and give it your best shot.
