class assignment

1. Using the general
theories of ethics
BY A L L E N G R E E N

2. Hypothetical Dilemma
You are the owner of a small repair company. One of your employees was sent out to a
site for a toilet repair job, and returned three hours later stating the job was successful. The next
day the customer calls stating that the leaking toilet was never fully repaired and now has
destroyed part of the flooring. You did not follow up with her the day before after speaking with
your employee. The customer called and verified per regulation when your employee arrived at
her home. They did not call after the completion.

3. Using Principle-Based Ethics
Principle-based ethics focuses on using general principles rather than consequences or
emotional aspects of the situation.
Considering business principles the owner would initially feel obligated to apologize to
the customer, though there is no proof the complaint was true or that it was the company’s fault.
You know the employee was there, and has signed documents from the customer detailing the
repair.

4. Cons of Principle-Based Ethics
Lack of emotional consideration
Decision can appear negative to community
Loss of possible customer base
Neglecting a chance to do more than what another business would

5. Principle-Based Solution
While being sympathetic to the customer, you are not liable for the damage since your
protocols were correctly followed with the employee. If the customer is not irate you may feel
obligated to discount a new repair job for her and attempt to help fix any water damages.

6. Utilitarianism
Utilitarianism is a theory that solely considers the consequences of one decision over
others. This is to try to step away from personal interest in a dilemma and gain outside
perspective.
There are two options for solving our customer complained. Accept responsibility for
some or all of the damage, or don’t. A case can be made for both.
Choosing not to could lose you a customer and possibly gain a bad review somewhere
another could read. Choosing to likely will lose the money you made on the repair, and cost time
sending another employee out for a second time.

7. Cons of Utilitarianism
Oversimplifying a situation
Dealing impersonally continuously can hinder business and your customer basis.
Possibly solutions can be overlooked by oversimplifying the dilemma
Like principle-based ethics, practicing this regularly could hinder your business’ image in the
community.

8. Solution from Utilitarianism
Ultimately you don't not want to openly acknowledge guilt for something you are
unsure is because of the repair. Staying as courteous as possible while not accepting the liability
for the damages is the best option that loses you the least recourses.