An Ethics Program for an Excel Finance - Essay Example

An Ethics Program for an Excel Finance School Affiliation: Ethics programs are part of every business as they define and determine the level of every enterprise since every action is dependent on the policy by the company. Normally, companies do explain to its staff on the policies especially issues to do with ethics. It is an important step because some ethical issues may end up becoming legal thus putting the business in a bad light. For this reason, employees are usually familiarized with the ethics and other policies of the company and any contravention may lead to some disciplinary actions. This paper is actually an ethics program for a fictitious company – Excel Finance- that deals the offering of financial services. Expected Ethical standards Excel Finance offers financial services to clients from all backgrounds in the region of Los Angeles where employees are expected to demonstrate high ethical standards. Firstly, at Excel Finance, it is unacceptable to report for duty late. Obviously, as a financial institution, Excel Finance would like to show that every detail is met. According to the instructions on the entrance, Excel Finance opens its doors exactly at eight o’clock in the morning. Therefore, it means that if employees report late, there are chances of opening the business late. This will create the wrong integrity about the company in the eyes of the highly esteemed clients (Brink, 2011). In addition to observing punctuality, the employees of Excel Finance are expected to communicate with the customers in English language unless where impossible. Politeness while addressing the client is imperative, and any report by client of a staff’s rudeness will be extensively investigated after which disciplinary actions may be taken. Concerning use of company equipment- telephones and other utilities-, every employee is expected to exercise responsibility. Usage of company telephones and another equipment for purposes not related to the business is not allowed, and the staff could be penalized if this is contravened. In regard to handling money from clients, all employees at Excel Finance are expected to issue a document indicating receipt or issuance of the same. No staff is allowed to receive money from customers without a purpose. For cashiers, all money must reflect in the client’s account as soon as they are done with depositing. As for the loan officers, assessment of customer’s business has to be done before approving a loan. Also, ensure that all the spaces that ought to be filled by the client have been filled without exception. All staffs are expected to show respect to each other irrespective of the role played in the office for the benefit of the company (Brink, 2011). While at Excel Finance there are various ranks, all have respect each other. That is to say, the housekeepers shall be respected by the rest of the staff at all times failure to which some measures could be taken. Normally, the success of Excel Finance is dependent on teamwork hence the need for all to be united. Ethics Training Company fully understands that some of these requirements require prior training in for the staff to comply with. Therefore, all cashiers will undergo training on how to use the machines in order to deposit the client’s money as soon as is deposited. Secondly, it is important to learn the importance of refusing monetary favors from customers. Usually, this ends up compromising the integrity of an organization especially if the client’s intention is not met (Brink, 2011). Obviously, this cannot happen at Excel Finance hence the training and suspension for the offenders. The training shall be offered in the branches, and the credit department will be responsible for this. The loan officers may not be familiar with the loan forms and the implications of leaving spaces unmarked thus the company shall have one-day training for all the officers. Because of the large number of clients visiting the offices, the training will happen on a Saturday and will be offered by a senior Credit Department officer in various branches. In business, any issue that could lead to a legal contest ought to be addressed appropriately. It is for this that this loan document has to be filled in its entirety, and its contents shall include the customer’s acknowledgment of understanding all the information. Additionally, signatures approving the offering and subsequent pledge of loan repayment shall be in the form Handling customer is one of the most challenging thing in an organization since some have problems understanding the policies (Brink, 2011). Notwithstanding this fact, Excel Finance seeks to fulfill its clients by offering exemplary services through handling any issue arising. Consequently, there shall be a training sessions for the persons entrusted with this onus. In addition to training how to handle difficult customers, the Customer Service Attendants (CSAs) shall be trained how to control themselves in cases where customers seem to be rude. The head of customer relations department shall be tasked with carrying out this step and will do so across the branches in a face-to –face session. Ethics Program Implementation and Effectiveness Monitoring In every program, evaluation is imperative as it helps in assessing if it is working or not and where changes are necessary. For that reason, the team leader at Excel Finance shall be tasked with monitoring the staff in their respective conduct. Due to the nature of this business, the team-leader in every branch has to do this on a daily basis. Contrary to many people’s expectations, this step is not meant to instill fear in employees. Instead, it meant to help them on various challenges they may face. In fact, the team-leader at Excel Finance is not out on a witch-hunt mission but rather closely monitor the employees’ way of doing the work and the challenges encountered. Auditing In the course of time, there is a tendency by some employees to be engaged in unprofessional behaviors which if go unchecked could prove to be detrimental to the business. In order to curb this, Excel Finance shall occasionally conduct an audit. This process will not necessarily be a way of going after the unprofessional employees but also to verify if the company policy was followed. Additionally, it shall be used as a means to promote or reprimand employees depending on the performance. The cashiers shall have respective machine assessed to eliminate any case of fraud. The loan documents shall be thoroughly assessed to confirm if all spaces were filled. The housekeeper’s auditing shall require scrutiny of the receipts of items bought using the petty cash the company gives. Additionally, CSAs shall be audited as per the feedback received from the customers and the team leader’s report. The company auditors are responsible for the duty that will be occurring after every three months. Reporting It is pretty obvious that the CSAs are not likely to present evidence, which will prove their incompetence of unprofessional behavior. Hence, Excel Finance shall have various ways anyone could complain about any staff. This initiative is not limited to clients alone other employees as well, and the company shall avail the contacts. Firstly, the team leader is responsible for receiving all complaints from and concerning the employees. Additionally, there are two other avenues to be used including the company’s Customer relations department (customerrelations@excelfinance.com) and telephone number +4452445856566. Once any report is received, the team leader has to forward it to the branch manager who, depending on the magnitude, could forward it to HR for further analysis. If the HR is convinced the conduct needs disciplinary measures, the action shall be taken against the affected person. Improving Ethics Programs after Implementation Evaluation While every effort shall be made to provide an accurate program, evaluation is important, as it will help in identifying areas worth of improvement. Concerning the evaluation methods to be used on rules, the company shall assess the CCTV cameras installed within the building to check if any employees received money. Currently, Excel Finance has some cameras hidden in such a way that none of the employees- including the seniors -are aware of. Depending on the number of forms with blank spaces, the company shall be able to know if the loan officers followed the policy. Once the auditors have forwarded the report, the heads of HR and the Customer Relations (CR) shall assess the report. In order to avoid bias, the two departments shall not solely rely on the CCTV or clients’ feedback alone. Rather, the employees shall also be incorporated but evaluation regarding accountability will heavily be based on the audit reports. In regard to the training, the team-leader’s feedback will help a lot because any challenge faced by any employee shall help in analyzing the training methods. If CSAs are unable to handle the clients’ complaints, this shall call for an improvement on the part of training. The reporting of misconduct to the relevant seniors is an imperative whose evaluation shall be done by the same departments- HR and CR. Excel Finance will be carrying out this action after every twelve months in order to give the program time test. In respect to decisions that ought to be made about the results, this will mainly depend on the level of the employee. The HR and CS are authorized to handle all cases relating to all employees save for ones involving branch managers. Improvement of the program Employees are very vital to every business not just because of their professional input but also for availing information on what is working and not. There are three ways employees can express the need for the changes in this program. Firstly, once a year there will be a team-building event where employees will be allowed to speak freely without fear of reprisals. During this event, employees shall be asked to express their displeasure of any of the areas this program provides. Secondly, there will be a box in the main meeting office where employees can out any suggestion without having to write their names. Once these suggestions are received, the HR and CR departments shall scrutinize them with an aim to identify which area is in need of urgent change. If by any chance the two departments feel the need to change the areas, the employees shall be asked to forward the alternatives. Afterward, the HR and CR shall again view the recommendations, and if falls within the company’s main objectives and vision, they shall be implemented and a memo sent to the relevant branches. In conclusion, this ethic program is imperative to Excel Finance, as it will help in ensuring the employees are aware of the limitations of their actions, as well as privileges. Not all employees are expected to spend their money in communicating with the clients; instead, the company telephones are to be used. However, these and other equipment can only be used for the serving the company’s interests and never for personal gains. In order to ensure everyone is acquainted with the company expectations, a training session explaining on these policies will be offered to each department. After training, all employees are expected to demonstrate a high level of professionalism at all times. The company will be conducting an audit for all departments after every three months in order to ensure all policies are observed. Annually, the company will be taking employees on an outing with an aim of encouraging teamwork. During this event, employees are free to express their opinions regarding any of Excel Finance’s department. That is not to say employees cannot express a suggestion at other times; however, this will be done during meetings and by putting it in the suggestion box. References Brink, A. (2011). Corporate Governance and Business Ethics. Dordrecht: Springer Verlag. Read More