Abstract

This case is based on an actual incident that happened in a bank in North America. The case has been fictionalized to fit the comic book format. The interesting graphic case format, will engage the students/ trainees and help them explore concepts, issues and challenges in policy and procedure management, ethics and compliance, and even other related issues is Customer Relationship Management in a service organization. The case can also be in an Ethics curriculum. The case is very suitable for use in Executive Education. The case works very well with another graphic case study ‘Firing a Hero?: A Graphic Case Study in Ethics and Compliance”

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand issues and challenges in policy and procedure management.
• Discuss and debate the ethical position of the actors in the case.
• Identify the ethical dilemma and explore ways to resolve them.
• Discuss issues in Customer Relationship Management in service organizations.

Keywords

Policy, Procedure, Policy and procedure management, Compliance, Ethics, Customer Service, Fairness, Human resource management, Individual ethics, Banking, Graphic case, Comic book format