In a company like Best Buy, things happen fast. A new idea can circulate throughout the business in a matter of days and become a formal SOP soon thereafter. Speed-to-market is key and our employees are encouraged to innovate on the fly. The vast majority of the time, these innovations do not hold any ethical implications for our customers, vendors or employees. Every now and then, however, an idea begs the question:
If it’s good for Best Buy, its shareholders and employees – and is perfectly legal in all respects – does that necessarily mean it’s the right thing to do?
As technologies change, our Geek Squad agents often lead the way on new services and solutions to support those technologies. Necessity, as they say, is the mother of invention and it is simply not realistic to think that all of these innovations will cross my desk for an ethics check. Even if that were possible, I do not always have the real world knowledge of the products, services and store environment to offer an informed opinion.
Introducing, the Geek Squad “Agent of Justice.” My partners in the Geek Squad recently reached out to me and asked if there might be a way for Agents to receive an ethical “second opinion” as issues arises. Our solution is a new role entitled the Agent of Justice. Geek Squad Agents nationwide can now contact a special resource within the Geek Squad who will be an additional avenue to raise, discuss, and help resolve questions and concerns. The Agent of Justice can quickly coach his teammates regarding the ethical boundaries that must be respected, and why – and can help me understand issues that Agents are concerned about. This role does not replace any of the other ways to reach out to the Ethics Office. In fact the Agent taking on this role is doing it in addition to his “day job.”
The Agent of Justice role was just announced this week but I could not be more excited. First, it demonstrates a high level of ethical awareness is already present within the Geek Squad organization. (Remember, they came to me with the idea.) Second, it has the potential to create a multiplier effect throughout Best Buy. By empowering Agents to seek advice real-time from one of their own, we leverage yet another opportunity to make business ethics an everyday topic of conversation among thousands of employees. In doing so, we can squelch well-meaning but ethically short-sighted ideas, and instead teach employees how to spot issues, discuss and analyze the ethics of the situation, make a decision, and share the learning. My questions for you:
1) Do you think ethical decisionmaking should be decentralized as a shared responsibility among many employees or centralized with one/few employees? Why?
2) If executed properly, how might an idea like this be of value to our customers? To our employees?
3) What risks do you foresee for Best Buy as we implement this idea and what could we do to mitigate those risks?
4) What other parts of our business might benefit from business-specific ethics help like this?
5) Do you have other ideas how Best Buy employees can be an active part of the Ethics Office while continuing to do their “day job”?
Forgot to answer you questions:
1 – Yes, it needs to be looked at or become a personal resonsibility aided by many like thinking dilligent employees. Why: Consider a person wearing motorcycle helment, they have limited peripherial vision, a centralized organization is the same with limited exposure to items outside their limted field of vision.
2 – It would build on the OWNERSHIP model, decentralized it means that EVERYONE has the potential to claim part ownership in the process, add value, show that we value this as a company strongpoint. It could be a source of empowerment to both the employee and those that shop with us.
3 – I don’t see any inital risks, current oversites, blindspots are more of a issue that the risk of being more proactive and engaged at all levels.
4 – The Buy Back Program needs help accurately and fairly making assessments of trade-ins so that one area or store can’t abuse the procress.
5 – Honnesty with the customer, but that part of making sure that we meet the customer’s need, engage in a dialog to understand what they expect, and inform and educate with solutions that deliver. The same goes for servie when we call to inform of repair status and discuss the reair process. I’ve seen that in action locally today.
This is a FANTASTIC idea! Often times we need a look through another eyes, so to speak, and this will give our Agents the outlet to do so.
To answer one of your questions, I think some of the other specialized areas could use a similar e-mail address. For instance – if something unethical were happening in BBY Mobile, for example, certain employees may not understand the inner working of the processes and procedures going on and the specialized e-mail address would give them that outlet on a second opinion or look through another eyes.
Often times, some employees are often unsure about reporting ethical concerns and this will and can give them the assurance that reporting ethical violations is a good thing to do and helps us all.