Customers Satisfaction Case Study 2022

In the following YouTube videos, consequences of different actions taken by an ICT professionals have been depicted, when faced with an ethical dilemma. Watch the videos and then proceed as per the instructions given below, to prepare your report. Video1: https://www.youtube.com/watch?v=0npm9cEJBWY Video2: https://www.youtube.com/watch?v=4kuUDCfd0Lw Video3: https://www.youtube.com/watch?v=TGWD4HNBd80 Video4: https://www.youtube.com/watch?v=S0lgCfsVeOM 1. Identify the main ethical dilemma involved in this case and undertake further research about it. 2. Analyse the ethical dilemma, considering the different actions by the ICT professionals (as suggested in the videos or you can think about other possible actions), from the perspective of the Australian Computer Society Code of Professional Conduct. 3. Make a recommendation on the basis of your analysis providing reasons for this recommendation. 4. Include a Reference list at the end of your work using the correct APA referencing

Running head: ETHICS
Topics in information technology ethics
Name of the Student
Name of the University
Author’s Note

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1. Introduction
The paper mainly reflects on a small scenario that will occur between an employee
“Peter” and the project manager of the organization who undertakes a project on development of
a software. It is found that the client wants some changes within the project and without taking
permission from the project manager, Peter assures the client that they will make the changes
within the project that is developed for making the customers happy. It is found that a project
manager can take any type of actions after knowing the decision of Peter which can create a
number of ethical challenges which needs to be resolved effectively
In this paper, different actions could have been taken by the project manager for handling
the situation and such actions needs to be reviewed by using different perspective of the
Australian Computer Society Code of Professional Conduct. In addition to this, the paper also
provides proper recommendations after analyzing the situation quite effectively.
2. Ethical dilemma involved in the case
It is found that in the scenario, the developer gets a call from the client to make some
changes within the project and in order to make the customers happy and satisfied, Peter agreed
and assures the client that they will make the needed changes within the software as per the new
requirement. The project manager gets to know about this and the project manager can react in
three different ways. In the 1st scenario, the project manager can ask Peter to give all the call to
the project manager and after identifying the need of the changes they will create a change
management team and will make changes so that the contract of the project does not get
impacted. In the second scenario, the project manager praises perter as he is focussed on the
satisfaction of the customers. However, after three weeks, it is analyzed that the client is not

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happy with the delivered items and the budget of the project is increasing which is going out of
scope and thus it will become quite difficult to handle. In the third case, the project manager can
shout at Perter and can misbehaves with him due to which he gets stress leave from the company
and wants to get the matter discussed as soon as possible with the manager as the project is
running behind the schedule.
It is found that there are a number of ethical dilemmas that are associated with this
scenario. Firstly, the developer does not need to ensure the client about the changes as it can
affect the contract that is crated between the organization and client and that can negative impact
the business of the organization and therefore it is considered as one of the ethical issues
(McCourry, 2015).
Secondly, if the project manager praises Peter for keeping customers happy in spite of
focussing on the contract then later the project budget can increase which can negatively impact
the progress. Furthermore, it is analyzed that the customers were not happy and the rules and
regulations of the contract are also not followed within the project. This is considered as one of
the major ethical issue.
Thirdly, the project manager shouts at Peter which is an ethical issue as due to which
Peter is stressed and pressurized to take leave for someday from the work and as result the
project work get affected negatively. The project manager does not communicate with Peter on
the issues and does not take any type of action for handling such issues and therefore Peter about
the involvement in the project and this is considered as one of the major ethical dilemma as it
creates negative impact on the motivation and determination of Peter towards work
(LaMontagne, 2016). Professionalism needs to be maintained while having discussion so that no
one in the organization feels low.

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3. Analyze the ethical dilemma by using the perspectives from Australian
Computer Society Code of professionals
It is analyzed from the scenario that the project manager generally creates ethical
dilemma if he praises Peter for keeping the customers happy by making the asked changes within
the project without focussing on the contract. This is because it is necessary for both Peter as
well as for the project manager to progress the entire project as per the contract. In addition to
this, it is analyzed that the project does not met the requirements and clients have rejected the
work and the total cost of the project also increases which further creates a number of challenges
by the organization which can create negative impact on the progress of the organization
(Warren et al., 2015). It is necessary for the project manager to use proper ACS values that helps
in enhancing the quality of life in order to resolve the challenges or problems that Peter have
faced while ensuring the customers about the various changes in the project. In addition to this, it
is also necessary for Peter to use proper professionalism-based ACS value and as per which Peter
must work as per the assigned responsibilities and must not focus on other work whether it
would bring profit or not. This is because allowing changes within the project needs to be
approved by the project manager by analyzing the needs as well as by focussing on the context
of the contract and if it done by a developer without permission then the problem of scope creep
can occur within the project.
On the other hand, it is found that shouting at an employee is not a correct way to deal
with the workers as it creates ethical dilemma and further creates negative issues on the life of
the employees. As the project manager screams at Peter for taking decision without taking
permission from higher authority, he takes leave for 20 days and is facing issues due to bad
behaviour of the manager which greatly impacts his work-life. This is considered as one of the

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major ethical issue and this problem could have been handled by the project manager in a
different way. The project must have used proper professionalism ad have asked him to forward
the class to him so that he can take proper actions related to the changes within the project
effectively.
In addition to this, it is found that for handling such situations, the project manager must
use ACS code of conduct as well as values that not helps in handling the situation but also
increases the effectiveness for being a professional. Proper values including primacy of public
interest, enhancement of quality of life, honesty, competence, professional development as well
as professionalism must be increased as it further helps in enhancing the integrity of the ACS and
further enhances respect for each member (Figar & Dorđevic, 2016). The project manager needs
to handle the situation calmly by warning Peter not to take any decision that is not associated
with his responsibilities. If this is done in a proper way then the chances of occurring ethical
dilemma generally decreases and the issues that occur within the project can also avoided.
Moreover, it is analyzed that the ethical dilemma associated with the project scenario can be
handled quite effectively if proper communication would have been present between the client
and the project manager and then the changes within the project can be made as per the contract
without facing any type of financial challenges. Professional development is also one of the
important steps that is needed in the working environment for increasing integrity of ACS as
well as for respecting one another so that no one would be discriminated, embarrassed or stressed
due to the behaviour of the higher management of the organization (Kuespert, 2017).
4. Making a recommendation on the basis of analysis
After analyzing the entire scenario, it is recommended that changes within the project
must be handled by the project manager and therefore Peter should not get involved within it. If

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would have forwarded the call to the project manager and the manager after discussion with the
change management team as well as by reviewing the contract can take proper decision suitable
for both clients as well as organization. Therefore, as per Australian Computer Society Code of
Professional Conduct, Peter must improve his professional behaviour as by improving
professionalism, he can work proper as per his responsibilities. Whereas the project manager can
take proper decisions for the project that would not create any type of negative impact on the
project. Additionally, the project manager must also follow honesty as well as professionalism
while dealing with the workers so that they would not face any type of embarrassment or stress
due to the action of the project manager as it will create huge impact on the work life of the
workers. In addition to this, proper discussion with the workers is necessary for reducing the
chances of ethical issue quite effectively.

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References
Figar, N., & Dorđevic, B. (2016). Managing an ethical dilemma. Economic Themes, 54(3), 345-
362.
Kuespert, D. R. (2017). Safety and ethics in ACS and major scientific and engineering societies:
A gap analysis. Journal of Chemical Health & Safety, 24(6), 2-5.
LaMontagne, R. M. (2016). Ethical Dilemmas in the Workplace: HR Managers' Perceptions of
Behavioral Influences with Implications for Building an Ethical Culture in
Organizations. International Journal of Knowledge, Culture & Change in Organizations:
Annual Review, 15.
McCourry, M. (2015). Domain analytic, and domain analytic-like, studies of catalog needs:
Addressing the ethical dilemma of catalog codes developed with inadequate knowledge
of user needs. KO KNOWLEDGE ORGANIZATION, 42(5), 339-345.
Warren, D. E., Peytcheva, M., & Gaspar, J. P. (2015). When ethical tones at the top conflict:
Adapting priority rules to reconcile conflicting tones. Business Ethics Quarterly, 25(4),
559-582.