WCM 620 SNHU ABC Corporation Employment Case Study in the transcripts provided for the final project case study, many legal risks occur through the actions

WCM 620 SNHU ABC Corporation Employment Case Study in the transcripts provided for the final project case study, many legal risks occur through the actions of the characters. Based on the readings for this module, what laws are applicable in this situation and how are they applicable? Support your response with specific examples. Additionally, who should be accountable for the potential legal failures in this scenario? How can the supervisor and call center manager create a culture of accountability? Paper started, need to be completed, make correction, delete, add, if needed. WCM 620 Module Eight Short Paper Guidelines and Rubric
This short paper will help you synthesize information from the readings for this module and inform your thinking when you work on Section IX of the final
project.
In the transcripts provided for the final project case study, many legal risks occur through the actions of the characters. Based on the readings for this module,
what laws are applicable in this situation and how are they applicable? Support your response with specific examples. Additionally, who should be accountable
for the potential legal failures in this scenario? How can the supervisor and call center manager create a culture of accountability?
Your paper should include these critical elements:



Identification of applicable laws with supporting examples
Identification of accountable audience (individuals/parties)
Recommendation of strategies the call center can use to create cultural accountability
Guidelines for Submission: Your paper should be submitted as a 2- to 3-page Microsoft Word document with double spacing, 12-point Times New Roman font,
one-inch margins, and at least three sources cited in APA format.
Critical Elements
Identification of Laws
Pertinent to the Case
Identification of
Accountable Audience
Recommendation of
Strategies to Create
Cultural Accountability
Proper Use Of APA
Standards, Writing
Mechanics, And
Grammar
Exemplary (100%)
Clearly identifies applicable laws
pertinent to the case and provides
details about how they are related
to the outcome
Clearly identifies correct
audience(s) with supporting
rationale of potential legal
failure(s)
Recommends appropriate
strategies with supporting
examples to create cultural
accountability
Paper is free of errors in
organization and grammar and
contains at least three scholarly
sources
Proficient (90%)
Adequately identifies applicable
laws pertinent to the case and
explains how they are related to
the outcome
Adequately identifies correct
audience(s) and possible legal
failure(s)
Needs Improvement (70%)
Identifies applicable laws pertinent
to the case but the connection to
the outcome is not clear
Not Evident (0%)
Does not identify applicable laws
pertinent to the case
Identifies correct audience(s) but
does not address potential legal
failure(s)
Does not identify correct
audience(s)
25
Recommends strategies with
supporting examples to create
cultural accountability
Recommends a single strategy to
create cultural accountability
Does not recommend any
strategies to create cultural
accountability
25
Paper is mostly free of errors of
organization and grammar; errors
are marginal and rarely interrupt
the flow; contains three scholarly
sources
Paper contains errors of
organization and grammar but are
limited enough so that paper can
be understood; contains two
scholarly sources
Paper contains errors of
organization and grammar making
it difficult to understand
20
Total
Value
30
100%
WCM 620 Module Eight Short Paper Guidelines and Rubric
This short paper will help you synthesize information from the readings for this module and inform your thinking when you work on Section IX of the final
project.
In the transcripts provided for the final project case study, many legal risks occur through the actions of the characters. Based on the readings for this module,
what laws are applicable in this situation and how are they applicable? Support your response with specific examples. Additionally, who should be accountable
for the potential legal failures in this scenario? How can the supervisor and call center manager create a culture of accountability?
Your paper should include these critical elements:



Identification of applicable laws with supporting examples
Identification of accountable audience (individuals/parties)
Recommendation of strategies the call center can use to create cultural accountability
Guidelines for Submission: Your paper should be submitted as a 2- to 3-page Microsoft Word document with double spacing, 12-point Times New Roman font,
one-inch margins, and at least three sources cited in APA format.
Critical Elements
Identification of Laws
Pertinent to the Case
Identification of
Accountable Audience
Recommendation of
Strategies to Create
Cultural Accountability
Proper Use Of APA
Standards, Writing
Mechanics, And
Grammar
Exemplary (100%)
Clearly identifies applicable laws
pertinent to the case and provides
details about how they are related
to the outcome
Clearly identifies correct
audience(s) with supporting
rationale of potential legal
failure(s)
Recommends appropriate
strategies with supporting
examples to create cultural
accountability
Paper is free of errors in
organization and grammar and
contains at least three scholarly
sources
Proficient (90%)
Adequately identifies applicable
laws pertinent to the case and
explains how they are related to
the outcome
Adequately identifies correct
audience(s) and possible legal
failure(s)
Needs Improvement (70%)
Identifies applicable laws pertinent
to the case but the connection to
the outcome is not clear
Not Evident (0%)
Does not identify applicable laws
pertinent to the case
Identifies correct audience(s) but
does not address potential legal
failure(s)
Does not identify correct
audience(s)
25
Recommends strategies with
supporting examples to create
cultural accountability
Recommends a single strategy to
create cultural accountability
Does not recommend any
strategies to create cultural
accountability
25
Paper is mostly free of errors of
organization and grammar; errors
are marginal and rarely interrupt
the flow; contains three scholarly
sources
Paper contains errors of
organization and grammar but are
limited enough so that paper can
be understood; contains two
scholarly sources
Paper contains errors of
organization and grammar making
it difficult to understand
20
Total
Value
30
100%
WCM 620 Final Project Case Study
Company Overview
ABC Corporation is an electronic device company selling cellular phones and tablets. It is a global
company with both sales and service departments. The technology industry is highly competitive, so
ABC Corporation focuses on after-sales service levels in order to ensure it has repeat customers. It has
eight call centers worldwide and each call center handles a multitude of customer issues. There is an
extremely high expectation that the call centers resolve customer issues in a timely fashion and to the
customer’s satisfaction. The call center managers are focused on ensuring their center is the best and
that their center handles the most calls, has the highest-rated customer evaluations, and wins the most
recognition for performance. Customer service is at the heart of the ABC Corporation’s mission.
Employees
Thomas is the call center manager and runs a tight ship. Thomas has been recognized for having the
most productive unit in the organization year after year. Thomas is very proud of his unit and the
recognition it receives and he holds his employees to very high productivity standards. Although
customer service is critical to the organization, Thomas does not transfer that same mentality to his
employees.
Janet is a call center supervisor, one of 10 in the call center. She has been working for Thomas for some
time and follows his lead with respect to managing the center and the employees. She tends to focus on
her work, rarely takes a break, and is completely dedicated to the success of the center.
Michael is a customer service representative and has been with ABC Corporation for two years. He likes
his job but gets frustrated when others do not work as hard as he does. He is the first to know how hard
one has to work to be successful in this call center. The calls come in nonstop, you always have to be
polite, and the customers can be very upset at times. He prides himself on not only surviving this
environment, but succeeding.
Kathy is also a customer service representative. She has been with ABC Corporation for five years but at
this call center for about six months. She enjoys her job but feels like the environment in this call center
is competitive and hostile at times. She is always nervous that she will lose her job. Her performance has
always been good but she finds success more of a struggle since joining the new call center run by
Thomas. Kathy and Kareem became friendly since they started in call center at about the same time.
Kareem was hired as a customer service representative after an interview process that proved he could
manage the workload, had a pleasant phone voice, and had a desire to please the customer and
represent the company well. Kareem is of Indian descent and is a practicing Muslim. His religion requires
that he pray five times a day. This involves a series of movements and recitations from the Quran and
there are various standing, bending, and prostrating postures. Kareem worked for ABC Corporation for
eight months before being terminated.
Case Study Overview
Over the duration of Kareem’s employment, Kareem’s number of calls dropped and he was often
missing from his workstation.
Michael noticed Kareem sitting on a mat, talking to himself, and making strange movements with his
body often throughout the day. Michael thought this was odd and could not believe how often Kareem
was away from his workstation; he reported this to his supervisor, Janet.
Kathy also saw Kareem leaving his workstation but since they were friends, she asked him about it. He
told her he was a practicing Muslim and was required to pray five times per day. He also told her that
before he prays, he has to wash his hands, face, arms, and feet to be physically pure in order to
spiritually pray. She thought this was fascinating.
Janet then began to focus her attention on Kareem’s performance and the times he was absent from his
desk. She determined it was excessive and spoke with Thomas.
Thomas kept an eye on Kareem’s performance closely after discovering the performance deficiencies.
After a few weeks, Thomas made the decision to terminate Kareem’s employment for unproductive
work time, excessive breaks, and not meeting performance standards.
Kareem was very upset and decided to consult with an attorney as he felt that he was treated unfairly
by being terminated.
Kareem’s attorney sent a letter to ABC Corporation’s employee relations department and you, the ER
representative, are tasked with investigating this concern.
Complainant Transcript
ER Rep: Hi, Kareem. How are you doing today?
Kareem: Fine, thank you.
ER Rep: Well, first, let me thank you for meeting with me today to share your concerns. I
appreciate that you are willing to discuss your concerns with me. I am here as a neutral party to
objectively investigate your concerns. Now during this process, you should know it may be
necessary for me to speak with others to gather additional information. It’s very important that
I gather all sides of the story before making any decisions. So now that I’ve explained my role to
you, do you have any questions or concerns before we get started?
Kareem: No.
ER Rep: Good. I also want to assure you that I will maintain confidentiality and only discuss this
information with those who have a direct need to know. I would also encourage you to keep
the contents of this investigation confidential to protect the integrity of the investigation. Do
you have any concerns about your ability to keep this confidential?
Kareem: No, I understand, thank you.
ER Rep: Great. OK. So, as we talk today, I will be looking for complete and truthful information
and any specific detail you can provide me regarding dates, times, or examples that will help
me better understand your concerns. I’ll also be taking notes on my laptop as we talk so that I
can accurately record what you are telling me. OK, that was a lot of me talking. Let’s shift gears,
and you tell me what happened during your employment with ABC Corporation.
Kareem: Well, I am just really upset by what happened. I really loved my job and thought I was
doing a good job; I was really caught off-guard.
ER Rep: OK. I’d like to understand what you mean when you say that you thought you were
doing a good job and were caught off-guard. Tell me what specifically has made you feel that
way.
Kareem: Well, I thought I was doing a good job and I would get good feedback from my
customers and Janet told me from time to time I was doing a good job. My numbers were good
compared to the other reps and no one told me anything different.
ER Rep: Did Janet ever have any performance conversations with you?
Kareem: No, she really just said things in passing like “Good job, Kareem” or “You did a nice job
with that customer.” I never had any formal performance conversations since I started.
ER Rep: What about Thomas? Did he ever give you any feedback?
Kareem: No, he is really intimidating. He watches over the call center like a hawk. He is very
focused on all of us customer service reps taking as many calls as possible and keeping our
numbers up. This call center wins awards every year for productivity. At times, getting my call
numbers in was sort of hard for me since I have to take many breaks throughout the day.
ER Rep: Why did you need to take so many breaks throughout the day?
Kareem: I am Muslim and, as part of my faith, I have to pray five times a day. I would simply
sneak away from my desk and go to a hidden corner of the service center and complete my
ritual.
ER Rep: Did you ever tell anyone what you were doing or that you needed to do this daily?
Kareem: Well, no, I did not want to ask for any type of special treatment; I really thought I
could sneak away and pray. I just hoped no one noticed.
ER Rep: Did anyone notice?
Kareem: I don’t think so. I do know that Michael walked past me a few times and gave me
strange looks. I just assumed he did not know what I was doing. He never asked me about it.
ER Rep: Did you ever approach Michael to tell him what you were doing?
Kareem: No.
ER Rep: So then what happened, how did you get terminated?
Kareem: Well, I felt like after Michael saw me a few times praying, things started to change.
ER Rep: How so?
Kareem: I noticed that Janet was watching me more closely; she asked me once where I was
going when I went to pray and it was not a lunch hour or 15-minute break time. I also felt like
Thomas was walking past my cube more, standing and observing more and just paying more
attention.
ER Rep: Did you speak to Janet or Thomas about how you felt?
Kareem: No. I just put my head down and worked. I just did not want to draw attention to
myself.
ER Rep: Ok, so then what happened?
Kareem: I got called into Thomas’s office and I was told that my numbers were not up to
standard for a customer service rep and that I was taking excessive breaks and my time away
from my desk was causing too much unproductive time at work.
ER Rep: Did you say anything to Thomas or Janet?
Kareem: No, I was so shocked and so upset that I left as fast as I could.
ER Rep: Did you talk to anyone about what happened that day?
Kareem: No, I just left. I was so embarrassed and I was so proud of having this job and then just
disappointed for being terminated.
ER Rep: Ok, Kareem, thank so much for telling me what happened. Is there anything else that
you want to share with me? Anything else you can think of that pertains to your situation?
Kareem: No, I think that is it.
ER Rep: Ok, I will be looking into your concerns and will follow back up with you by the end of
the week. If you do think of anything else you can share with me, please call me.
Kareem: Ok, I will. Thank you for taking the time to talk to me.
Alleged Interview 1 Transcript (Janet)
ER Rep: Hi, Janet. How are you doing today?
Janet: Fine, thank you.
ER Rep: Well, first, let me thank you for taking the time to meet with me today. I appreciate
that you are willing to discuss a situation at ABC Corporation with me. I am here to objectively
investigate some concerns raised by a former employee. But, before we get into specifics, it’s
very important that I gather all sides of the story before making any decisions. So now that I’ve
explained my role to you, do you have any questions or concerns before we get started?
Janet: Well, what is this all about? Am I in trouble?
ER Rep: I am here to look into a situation regarding the termination of an employee here at ABC
Corporation. It is Kareem; he reported to you for about eight months.
Janet: Ok, well I remember Kareem but Thomas fired him, not me.
ER Rep: Oh, I understand, but it will be helpful as I look into this situation that I get your side of
the story.
Janet: Alright, but you are not going to tell anyone what I say, are you? This makes me very
nervous; everyone is out for themselves here and I cannot lose this job!
ER Rep: Ok, that is good to know and I’m glad you asked. I want to assure you that I will
maintain confidentiality and only discuss this information with those who have a direct need to
know. I would also encourage you to keep the contents of this investigation confidential to
protect the integrity of the investigation. Do you have any concerns about your ability to keep
this confidential?
Janet: No, I understand. Thank you.
ER Rep: Great. OK. So, as we talk today, I will be looking for complete and truthful information
and any specific detail you can provide me would be appreciated. I’ll also be taking notes on my
laptop as we talk so that I can accurately record what you are telling me. OK, that was a lot of
me talking. Let’s shift gears; what can you tell me about former employee Kareem?
Janet: Ah, yes, I remember Kareem. He was not here for long, maybe eight months.
ER Rep: OK. What can you tell me about his performance?
Janet: Well, I thought he was doing a good job and I would get good feedback from his
customer service call recordings. His numbers were fair.
ER Rep: Janet, did you ever have any performance conversations with Kareem?
Janet: No, he was not really here long enough. I think there were a few times I made comments
to him in passing like “Good job, Kareem” or “You did a nice job with that customer.” I never
had any formal performance conversations with him.
ER Rep: Is that standard process to not have any performance conversations with employees?
Janet: Well, we really only conduct performance evaluations once per year.
ER Rep: Even for new employees?
Janet: Yes, we don’t have any different processes for new employees.
ER Rep: What about Thomas? Did he ever give Kareem any feedback?
Janet: Not that I know of.
ER Rep: So what led to Kareem’s termination?
Janet: Well, I began to notice that he was missing from his workstation several times a day and
his numbers were dropping.
ER Rep: Did you speak with Kareem about this?
Janet: No, I did not, but Michael, another customer service rep, reported to me that he saw
Kareem in the bathroom washing his hands and feet and that he also saw him on a mat in the
corner of the service center making strange movements with his body and speaking softly.
ER Rep: Ok, so when Michael reported this, did you talk to Kareem about it?
Janet: No, I reported it to Thomas. You know, this is a high-productivity environment. We have
to work. We don’t have time for conversations. The expectations are very high. And I don’t
know what Kareem was doing but it will not be tolerated here; the focus is on productivity.
ER Rep: Can you tell me about your conversation with Thomas about Kareem?
Janet: Well, I just reported to him what Michael told me and what I had observed and he said
he would monitor Kareem and handle it.
ER Rep: Ok, so what happened next?
Janet: I started watching Kareem more closely. I asked him once where he was going when he
left his desk and it was not a lunch hour or 15-minute break time. He did not say anything; he
just kept walking. I also noticed that Thomas hovered a bit around Kareem’s cube and was
observin…
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