際際滷

際際滷Share a Scribd company logo

Presentation 777

Download as PPT, PDF
V
Vitaliy Pikhtin

The document summarizes different perspectives on a case involving a petrol pump company's customer loyalty program. It discusses how the company collected customer personal information for discounts but then used it to send unsolicited marketing emails from other companies. This raised ethical issues around confidentiality and misuse of customer data. Potential consequences included damage to reputation, lower customer satisfaction, and loss of sales if customers boycotted the company. The document proposes solutions like limiting data access and increasing privacy controls to address the issues.

1 of 10
Downloaded 15 times
Ethics in Business Information Management 191 Presentation Assignment Vitaliy Pikhtin ID: 1041373
Agenda Ethics and Ethical Principals The Petrol Pumps Case Management Perspective Employee Perspective Customer Perspective Ethical Issues Consequences Solution
Ethics and Ethical Principals Ethics - culturally accepted principles that indicate the right and wrong of actions taken by individuals Endeavour to preserve integrity and security of the information of others Respect the proprietary nature of the information of other Endeavour to preserve the confidentiality of the information of others
The Petrol Pumps Case Management Perspective GOAL - to improve use of retail outlets attached to petrol stations MEANS - Customer Loyalty Program to provide discounts to everything purchased at petrol station RULES customers to provide personal information (i.e. name, address, email, etc.) to join the program
The Petrol Pumps Case Employee Perspective GOAL - to use customer database to provide incentives to members to purchase slowly moving stock MEANS to email the registered members product information POTENTIAL using the customers contact details for personal business, i.e. to market online dating service
The Petrol Pumps Case Customer Perspective Customers complaining about unsolicited emails with marketing information Emails received from at least six different companies Information is being sent via email and direct to phones Rate is around 20 messages per day, i.e. 1 message per 25 minutes
油
Ethical Issues Confidentiality of other peoples information Inappropriate use of personal details collected for business purpose Respect for the proprietary nature of information
Consequences Unprofessional conduct to damage companys reputation Decrease in customer satisfaction Customers boycott companys products and services Decrease in sales and market share
Solution Process Changes Implement internal controls over access and use of proprietary information Limit the physical access to the customer database to appropriate personnel Password-protect the logical access to the customer database Increase employee awareness of appropriate use of customers personal information Perform regular customer satisfaction survey to monitor the effectiveness of company operations

More Related Content

Presentation 777

  • 1. Ethics in Business Information Management 191 Presentation Assignment Vitaliy Pikhtin ID: 1041373
  • 2. Agenda Ethics and Ethical Principals The Petrol Pumps Case Management Perspective Employee Perspective Customer Perspective Ethical Issues Consequences Solution
  • 3. Ethics and Ethical Principals Ethics - culturally accepted principles that indicate the right and wrong of actions taken by individuals Endeavour to preserve integrity and security of the information of others Respect the proprietary nature of the information of other Endeavour to preserve the confidentiality of the information of others
  • 4. The Petrol Pumps Case Management Perspective GOAL - to improve use of retail outlets attached to petrol stations MEANS - Customer Loyalty Program to provide discounts to everything purchased at petrol station RULES customers to provide personal information (i.e. name, address, email, etc.) to join the program
  • 5. The Petrol Pumps Case Employee Perspective GOAL - to use customer database to provide incentives to members to purchase slowly moving stock MEANS to email the registered members product information POTENTIAL using the customers contact details for personal business, i.e. to market online dating service
  • 6. The Petrol Pumps Case Customer Perspective Customers complaining about unsolicited emails with marketing information Emails received from at least six different companies Information is being sent via email and direct to phones Rate is around 20 messages per day, i.e. 1 message per 25 minutes
  • 7. 油
  • 8. Ethical Issues Confidentiality of other peoples information Inappropriate use of personal details collected for business purpose Respect for the proprietary nature of information
  • 9. Consequences Unprofessional conduct to damage companys reputation Decrease in customer satisfaction Customers boycott companys products and services Decrease in sales and market share
  • 10. Solution Process Changes Implement internal controls over access and use of proprietary information Limit the physical access to the customer database to appropriate personnel Password-protect the logical access to the customer database Increase employee awareness of appropriate use of customers personal information Perform regular customer satisfaction survey to monitor the effectiveness of company operations