By John Innes, Gweneth Norris
Read or Download Corporate Social Responsibility: a case study guide for Management Accountants (CIMA Research) (CIMA Research) PDF
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Additional resources for Corporate Social Responsibility: a case study guide for Management Accountants (CIMA Research) (CIMA Research)
The interviewees recognised B as a very fair employer. One of the most important findings of this case study is the influence of organisational values on B’s decision-making. B has several core values including integrity and management by fact. A theme emerging from almost all the interviews was the ethical nature of B that was Corporate Social Responsibility Another interviewee was involved in a community school. She helps to promote lifelong learning, good health and well-being not just for the pupils at the school and their families but also for the whole local community.
The recruitment and induction processes were important for maintaining and developing the organisation’s values. The social values and culture of the organisation had a great influence on decision-making at all levels in the organisation. 31 This Page is Intentionally Left Blank 4 Case Study B This Page is Intentionally Left Blank Organisation B is a large organisation in the financial services sector and is in the insurance, investments, pensions and savings markets. B’s brand is a household name.
Customers – customers’ needs and expectations drive B’s actions 2. Process – B will deliver value through processes which it will seek continuously to improve 3. People – B will train and develop all staff to realise their full potential to serve our customers. Every employee attended either a two-day training course or a four-day training course (for senior managers) to reinforce what the practical implications of Total Customer Satisfaction were. One interviewee summed up the changes arising from this Total Customer Satisfaction initiative: The very same people who were telling us in the 1980s that we were arrogant, remote, uncaring, subsequently in the 1990s rated us the best company to deal with four years on the trot.