Case Analysis

Executive Summary 

Nuance group is consultation firm that boosts of having consultants of impressive credentials from known institutions of learning. Through its website and over 50,000 brochures, the credentials of its employees are available in their specific biographies. One of its potential clients is Dorman Associates that gets one brochures and during a meeting to decide which consultation firm to use identifies bio misrepresentation. Actually, Nuance group major problem is fabricating of its consultants credentials thus misleading the clients of their skills and thus the company risks losing customers. The misleading information aims at placing the company as a reliable consultation organization thus attracting different international clients. The human resource department in the company does not have proper screening tools to verify credentials of its workers before it posts them in the website and prints them on the company’s brochures. The result is encouraging employees to cheat about their credentials and the way to solve such problem is through implementing a Systems Analysis that establishes root cause of the identified crisis. The system will enable establish extent of fabrication in the firm and help award able and honest consultants. 

Key Stakeholders  

There are different stakeholders directly affected by the events that take place in Nuance Group such as management. Another stakeholder is Dorman associates and its employees. The employees of Nuance are also stakeholders that suffer from events in their company. The current and potential clients for Nuance Group are also part of stakeholders of the company. Competitors in the industry such as; established consultancy firms also get affected by the events taking place in Nuance Group. 

The management of Nuance Group as representatives of the company bargain on behalf of their organization with the clients. The management acts as the link between the firm, customers and employees and any failure they makes affects the company. In the situation, management markets the products of the company to clients through brochures and its website. It is therefore a shame to the company to identify that it has been supplying misleading information to its customers. The management on behalf of the company faces possible legal suits due to presenting wrong information through fabricated credentials. The sanction may come from the government or any customers who feel cheated. The honest consultants also face possible distrust from the company on basis of wrong credentials from Jack identified by Dorman Associates Company. The employees will face possible questioning about their credentials and their role in influencing fabricated credentials of their colleagues. The entire organization employees will suffer from moral damage where people may generalize them as dishonest persons. 

Dorman Associates Company as a potential client is victim of fabricated credentials and is likely to suffer from trust issues of any consulting firm. The identification of fabricated bio of one employee from Nuance Group makes the company doubt any other information present in the brochure. In fact, the client will have to search thoroughly in the industry to establish a trust worthy consultancy firm. Therefore, the company suffers from mistrust following the fabrication crisis in Nuance Group. Additionally, competitors in the consultancy industry who have been in the industry for long will have to crosscheck credentials of their consultants. The move is to ensure that they do not become victims of fabricated credentials. The step will ensure that they only have consultants that meet their criteria, thus protecting them from paying them money they do not deserve. 

Statement of Problems 

Nuance Group problem originates from the identification by an employee of Dorfman Associates that one of the consultants’ bio information is fabricated. Indeed, the employees [happens to have studied with Jack the faceted consultant and knew about his academic history. The information shows that Jack studied in Yale University which to his friend was wrong. The incidence makes Dorfman Associates doubt any another information presented by Nuance and calls for a crisis intervention with the company. The root cause of this problem is management failure to put in place systems that verifies information about its consultants before it hires them. Further, the company lacks stringent policies necessary to penalize cheaters in addition to an effective team of human resource to conduct employee oversight. The problem has potential to accuse both long and short term problems to the company. Short term effect will be loss of trust for present clients to the company and Nuance cancelling its engagement with the company. In long term, clients will lose their trust in all consultancy forms uncles validation system are available to check credentials of the ci=sultanates. Consultancy firms that are new in the industry will face changes to convince potential clients of their capability due to the cries from Nuance Group. 

 Causes of the Problem 

Nuance group lacks proper oversight and systematic methods of ensuring that consultants credentials are verified before employment. It is worrying the management of Nuance group have to get information about fabricated credentials of one of its employees from a client. It is the responsibility if management to ensure that it employs qualified individuals with appropriate credentials. However, in the saturation the management  seems to just fill in credentials of employees without verifying whether they are true. Upon getting coma[again from Dorfman Associates the management calls Jack to question him about the fabrication which he does not deny. This incidences shows a company that lacks verifying system that could check whether Jack redials were embellished as client claims.

Another cause of the problem is poor communication with the organization which would help \foster values and organizational cultures ion the employees. Jack’ argument that he fabricated his credentials to fit be competitive shows lack of ethics in the organization. He further claims that other consultants had fabricated credentials and thus he was copying what they were doing. This shows that the problem is speared in the organization and looks normal to the employees. The situation presents a company that has no values such as honesty. The management has done relatively little to instill culture of honesty and ethics that would influence its employees to be truthful. It is wrong to use misleading information in an effort to get clients associate with the company thinking the consultants can offer quality services. 

 Further, there is evidence of poor hiring system in the company that has loop holes that allow following of human resource personnel. During the hiring process the human resource department is unable to carry a background check about qualification of its applications. In fact , the department relies on the information on the applicants presents during recruiting process. Further, during interviews it is not possible terrify information given by applicants who are confident to defend their qualifications. The applicants are confident during the interview and therefore the humane management personnel is unlikely to note any element of cheating from the interviewees. Therefore, incidences of employing consultants that have low credentials is possible and this has potential to damage image of company when it is known by clients. 

The company further lacks adequate contingency measures to handle issues of farad and cheating. The consultants are aware of this and that is why they are confident in embellishing activities without fear of its repercussions. The consultants know that the company does not have policies in place to punish such individuals and thus they do no worry about their unethical behavior. Indeed, when Jack goes to the management he says he got informal communication when he reported to “put his best foot forward”. However, instead of the manager talking action against him he says that Jack actions were directly affected image of the boss.  

Suggestions for Solutions 

In order to ensure that the Nuance Group avoid such crisis in future solutions that build on organizational values and culture is relevant. The company needs to ensure that all its employees are ware of values that are important for the company. The values acts as a guide to develop a culture where employees understand their role and needs to be ethical when dealing with customers. The important will be a workforce that operates within positive virtues that help boost the omega of the company to the public. The company also needs to develop instructions handbook for employees to enable the understand the repercussions of being unethical in their reporting. The move aims at ensuring the consultants its know the consequences of misrepresenting data about them to the management or to the clients. However, these solution cannot work without the management putting up computer system that help verify the credentials of employees during application process.