Cisco Systems Code of Conduct

Cisco Systems is a company that puts its customers first. The leaders are primarily concerned with measuring and controlling the success and strength of relationships with customers. Cisco has created the “Code of Business Conduct”, which is an outline of the ethical standards held by Cisco Systems.

“Operating with a strong sense of integrity is critical to maintaining trust and credibility with our customers, partners, employees and investors,” states the preamble of the code. Employees are expected to be accountable for their actions and adherence to the code is of utmost importance.

The code also explains the importance of, “Full, fair, accurate, timely and understandable disclosure in reports and documents that Cisco files with, or submits to, government agencies and in other public communications.”

Cisco uses customer satisfaction surveys to measure standards and push for continuous improvement. The company has posted a question and answer section on their website. The answer given for processes to push continuous improvement says, “Organizational, management and individual goals and objectives are established based on the results of these surveys. Improvement plans are developed based upon these surveys. Improvement plans are developed based upon the messages from the surveys and progress tracked and reported on at monthly and quarterly reviews.”

Tom Fallon, Vice President of Corporate Quality for Cisco, added a few notes on the importance of customer feedback for the change of processes and measurements. “Meeting our customer’s needs means continuously improving our systems and processes, as well as adopting approaches and practices that have demonstrated their value. Customer satisfaction is so important at Cisco that it is a direct and explicit component of employee compensation.”

Leaders of the organization are also held to be accountable for the high standard of the Code of Business Conduct. Number one on the code is about the importance of “Honest and ethical conduct, including the ethical handling of actual or apparent conflicts of interest between personal and professional relationships.”

Employees in management positions are expected to follow the organization’s laws and to also know to do the most ethical action when the law is not specific. It is of great importance to aim for consistency and balance when ethical issues arise.
Cisco is a company that prides itself on being “a culture based on the principles of open communication, empowerment, trust, integrity and giving back to the community.”

Cisco is structured where the customer has all the power, the workflow and organizational structure is designed to benefit the customer the most. Senior Vice President, Gary B. Moore outlines the Cisco model as six basic phases of prepare, plan, design, implement, operate and optimize. The responsibility for fostering the company’s vision lies with the management. The Cisco culture is focused on listening to the customers needs and providing the solutions.

Cisco has posted an “Approach to Quality” that states, “Promotion is accomplished through new hire orientation, advocacy by the quality organization, review and support by management, continuous education, and awareness through such activities as internal assessments and third party audits.”

Cisco reviews its structures at regular intervals; these reviews have information about goals and initiatives, performance processes, customer feedback, major accomplishments, current issues and plans of action, and resource requirements. Cisco is in a constant revolution of ideas and structures dictated by what works for the customers and provides maximum customer satisfaction.

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