Wilma Robles is a District Operations Coordinator. When she visits one of her offices she finds that the office has three open boxes of Emerald Cards. Each of the three Tax Pros has a complete box and log sheet at their desk. Two of the three open boxes do not reconcile when she tries to count cards and entries on the log sheets. What should Wilma do to bring the office in compliance with policies and procedures

The options are:

A.) Wilma should ignore the findings and let the practice continue.

B.) Wilma should report the findings to Incident Management for follow-up on the missing cards.

C.) Wilma should train the associates in the office on the proper distribution policy for Emerald Cards.

D.) Both B. and C.

D.) Both B. and C.

Explanation:

Incidence management is defined as the process by which an organisation identifies, analysis and rectifies events that leads to disruption not their business processes.

These adverse effects that prevent a business from working efficiently or being productive are called incidence events.

Most organisations have a department that specialise in analysing and preventing occurrence of these events.

In the given scenario Wilma observed two of the three open boxes do not reconcile when she tries to count cards and entries on the log sheets. This is an incidence event.

First she has to report the event to the incidence management team so they can follow up on the missing cards and also set up a process to prevent future occurrence.

Since this event could also be as a result of inadequate training on process, Wilma should also train the associates in the office on the proper distribution policy for Emerald Cards.

This will reduce such events in the department going forward

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