Managing Complex Requests
An external client trips and injures his wrist. He refuses medical treatment insisting "I'm fine". How would you respond?
"I understand, however our internal protocol requires us to have any injury sustained onsite checked by a medical professional. I promise this will not take long."
A Deloitte professional uses emergency exit floorplans to get around the office. How and what would you recommend to them instead?
"May I recommend the floorplan in Magnet to familiarize yourself with our office? Let me show you so you can leverage the feature on your own next time."
In addition to compostable cups, an office decides to offer styrofoam cups as they are sturdier. Is it allowed?
Yes
Differentiate between APR and recommended guidance
True/False: All personnel are bound by the Code of Ethics and Professional Conduct?
TRUE
APR 205
A water leak takes a fully booked training room offline for two weeks. How would you manage the situation?
Possible solutions:
inquire if rescheduling is an option, move reservation to a different space, utilize a DCafe, contact a nearby office for availability...
How would you respond to a PPMD request to shred client documents that are barcoded?
"I see that the documents are barcoded. That means that they've been previously recorded by Records Management and somebody checked them out. Let me look into this before proceeding."
Is it allowed for OT to divert from a process covered by Guidance/SOP?
Yes
Is it necessary to be on an encrypted network when working at home on a Deloitte issued laptop?
YES
APR 395
How would you respond to a client who reaches out to order same day lunch for 25.
"Let us reach out to our caterers first to see if any of them can accommodate this last minute request. We'll confirm back asap."
How would you respond to a late request to process a last minute tax return? Today is the filing deadline.
"We are completely booked at this time. We'll do our best, but just in case and with your permission, let me also make some calls to see if another office could assist remotely. I'll confirm asap."
True/False: Catering guidance explicitly forbids OT from accepting catering orders from third party delivery services.
False
Differentiate between APR and recommended guidance.
Is there a protocol Deloitte professionals follow when stepping away from their laptop? If so, what is it?
Cable lock your laptop, engage password-protected screensaver, close the lid, log off or power off the device.
APR 310, APR 340
Partner A auto-bumps from reserved space and demands that OE evict Partner B who subsequently reserved the space. Demonstrate how you would manage the situation.
"I apologize for the inconvenience. We follow a national hoteling guidance at our office. Since your space wasn't checked into within the designated time window, the space was release and reserved by somebody else. Please allow me to find a new office for you."
How would you respond to a request to manage and support an after hours offsite event?
"Our local OT provides onsite support only. I'd like to direct you to MES to see how they can best accommodate your needs as that would be the appropriate team to contact."
True or False: Tax Processing is covered by guidance.
True
TP is covered by national guidance enforced in all U.S. offices.
Yes or No: Is it OK to let a frequent non-Deloitte visitor to the office pop in quickly without following visitor protocol?
No
ISO Control A.11.1.2 (Physical Entry Controls)