Title: Understanding the Importance of Accurate Reporting in Service Firms

Objective: The objective of this lesson is to help students understand the significance of accurate reporting in service firms, using the case study of Jet service firm AAR’s claim of not doing any work near Alaska Air’s exit panel.

Introduction: Accurate reporting is crucial for service firms to maintain transparency, build trust with clients, and ensure the quality of their services. In this lesson, we will explore a real-life case study involving Jet service firm AAR and Alaska Air’s exit panel to understand the implications of inaccurate reporting and the importance of maintaining integrity in service firms.

Lesson Plan:

1. Case Study Overview (10 minutes) a. Provide a brief introduction to Jet service firm AAR and Alaska Air’s exit panel. b. Explain the claim made by AAR that they did no work near Alaska Air’s exit panel. c. Highlight the potential consequences of inaccurate reporting in service firms.

2. Discussion: Importance of Accurate Reporting (15 minutes) a. Engage students in a discussion about the significance of accurate reporting in service firms. b. Encourage students to share their thoughts on how inaccurate reporting can impact a service firm’s reputation, client relationships, and overall business operations. c. Facilitate a discussion on the role of accurate reporting in maintaining transparency and trust with clients.

3. Analyzing the Case Study (20 minutes) a. Divide students into small groups and provide them with the case study details. b. Instruct each group to analyze the case study and identify potential reasons for AAR’s claim of not doing any work near Alaska Air’s exit panel. c. Ask each group to present their findings and discuss the implications of inaccurate reporting in this specific scenario.

4. Ethical Considerations (15 minutes) a. Introduce the concept of ethical considerations in service firms. b. Discuss the ethical implications of inaccurate reporting, such as misleading clients, compromising safety standards, and damaging the reputation of the service firm. c. Engage students in a debate on whether AAR’s claim can be considered an ethical violation.

5. Importance of Integrity and Accountability (15 minutes) a. Emphasize the importance of integrity and accountability in service firms. b. Discuss how accurate reporting contributes to maintaining integrity and accountability. c. Encourage students to brainstorm strategies that service firms can adopt to ensure accurate reporting and accountability.

6. Conclusion and Reflection (10 minutes) a. Summarize the key points discussed throughout the lesson. b. Ask students to reflect on the lesson and share their insights on the importance of accurate reporting in service firms. c. Conclude the lesson by highlighting the role of accurate reporting in building trust, maintaining transparency, and ensuring the success of service firms.

Note: The duration of each section can be adjusted based on the available class time and the level of engagement from the students.