Organizational Ethics Issue Resolution

All organizations have ethical issues, which need to be dealt with in a specific and timely manner in order to satisfy all of the parties involved. In an environment where companies are in a fish bowl and everyone can see everything, it is important to have specific rules and regulations in place. It is just as important for the employees to have well defined objectives and detailed codes of ethics to follow in order to behave according to the culture of their specific company. Without standards and a written code of ethics, managers would have a difficult time providing clear and consistent objectives to the employees. Some of the items, which need to be identified by management, include; Issue clarification, Stakeholder analysis, values identification, issue resolution, addressing objections, and resolution implementation.  
An important ethical issue that comes up at my call center is called “camping out”. This is the act of manipulating the phone system in order to avoid taking calls. Call avoidance can take place by hitting the call work button and going back into available, which places the call taker back at the end of the line. There are many other ways to avoid calls, which are all considered “camping out”, and all are considered unethical at Verizon Wireless.
The first thing that needs to be done by management is clarifying the issue. Management needs to be able to answer the question, what is the problem?  In this case the problem is call avoidance. The consequences of this action are widespread. First and foremost is the customer. By avoiding calls, the service level will inevitably drop. Service level ...