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Chapter 1
THE PROBLEM AND ITS BACKGROUND
Business Ethics is a form of professional ethics that examines
principles and moral problems that arise in all types of business
environment. It applies to all aspects of business conduct of the business
owner and is relevant to the conduct of individuals and entire
organizations. The scope and quantity of business ethical issues reflect
the interaction of success-maximizing behavior with non-economic
concerns. Today majority of businesses promote their commitment to noneconomic values under headings such as ethics codes and corporate
social responsibility. Business Ethics regulates areas and details of
business behavior that lie beyond the control of the government. The rise
of large corporations with limited relationships and sensitivity to the
stakeholders with which they interact accelerated the development of
ethical standards in business.
Business Ethics reflects the business philosophy, one of these
philosophies is to determine the basic objectives of a company. The
corporate persons, as they are called, are legally entitled to the rights and
liabilities due to a natural person. Corporations responsibility will be to
make as much profit for the owner as possible while conforming to their
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basic rules of the society, both conforming to natural law and ethical
custom. The question therefore is, do corporate owners have ethical
responsibilities in their business activities other than to make as much
money for their stockholders as possible? Another view of business is
that it must exhibit corporate social responsibility. Corporate entities are
legally treated as persons in some respects. This can be interpreted to
imply that they have independent ethical responsibilities. Stakeholders
have the right to expect a business to be ethical, if business has no ethical
obligations, other institutions could make the same claim which would be
counterproductive to the corporation.
Some ethical issues include the rights and duties between a
company and its employees, suppliers, customers, its responsibility to
its shareholders, and also to its competitors in the same industry. Issues
concerning relations between competing companies include hostile takeovers and industrial
espionage.
Related
issues
include corporate
governance, corporate social entrepreneurship, political contributions,
legal issues such as the ethical debate over introducing a crime
of corporate manslaughter..
There are also issues regarding fairness in trading practices,
trading conditions, sales practices, and tax payments to the government,
which all fall under the umbrella of finance and accounting. In addition,
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human resource management talks about the scope of activity
of recruitment selection, orientation, performance evaluation, training and
development, industrial relations and health and safety issues for the
employees as well as for the customers. Business Ethics advocates differ
in their perceptions towards ethics in employment. Some of them say that
human resource policies should be according to whether they support the
dignity of labor.
Issues including employment, salary and collective
bargaining can be seen either as inherent rights or as a negotiable right of
the employees. On the other hand, discrimination by age, physical
appearance,
race, religion, and
disability.
Employers
must
consider workplace safety, which may involve modifying the working
environment, or providing annual training or informing them about
hazardous areas in the workplace.
Meanwhile, business ethics in marketing deals with the principles,
values by which marketers should act. Marketing ethics is also a blurred
area, a conflict between profitability and other concerns. Ethical marketing
issues include marketing dangerous products/services transparency about
environmental risks, transparency about product ingredients, possible
health
risks, respect
for
privacy
of
the
consumers,
advertising truthfulness and fairness in pricing & distribution.
and
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To go with the comprehensive compliance and ethics programs,
many companies have formulated internal policies pertaining to the ethical
conduct of employees. They were created to identify the company's
expectations of workers and to offer guidance on handling some of the
more common ethical problems that might arise in the course of doing
business. It is expected that such policy will lead to greater ethical
awareness, consistency in application, and the avoidance of ethical
disasters in companies. Some companies even require their employees to
sign agreements stating that they will abide by the company's rules of
conduct.
Should a lawsuit occur, the company will avoid it because its
employees will follow the rules. The company can also claim that the
problem would not have arisen if the employee had only followed the code
properly. Sometimes there is disconnection between the company's code
of ethics and the company's actual practices.
Every day, there are business that are being established, and
every time a new business is launched anywhere in the world, whether a
sole proprietorship or a full blown corporate enterprise, the owners must
adopt a code of ethics for the business. For small businesses, the code is
usually unwritten and sometimes not even discussed and decided upon,
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but still a code exists. While in Larger businesses, there are often written
codes of ethics and employees are trained to comply with them.
Business owners who set aside ethics by promising one thing and
delivering another thing usually do not last long in the industry. A code of
ethics must encapsulate the beliefs and values of the organization. Those
beliefs and values should become internalized by all employees and used
regularly in all business practices, no matter what type of business it is.
There are varying degree practicing Codes of ethics. It varies
among businesses, and also from one country to another. Some Asian
companies, for example, would never think of trying to create a monopoly,
force other companies out of business, or use intimidation to acquire a
dominant position in the market. But few western organizations would
create a code of ethics that intended to consciously avoid a powerful
stance in the marketplace. When a business grows large enough to
expand its operations into other countries, they hire local talent to assist
in training existing personnel with regard to the understanding of cultural
norms of the country where the new operation is located. All employees
must be treated equally, and any issues of inequality must be dealt with.
More than ever before, today’s consumers give much pay a great
deal of attention to corporate governance and proper behavior of
businesses and their owners. Because the marketplace is flooded with
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numerous variations of the same businesses, promises must be fulfilled
and the price and quality of products must be equal to what is advertised,
or another business will step in to deliver. Therefore, a code of ethicswhether unarticulated or formally documented-is vital to ensuring that a
business will succeed.
Those business ethics that are both defined and acted upon is part
of the business culture of every successful business, and must become
the goal of every business owner. Growing a successful business through
the use of sound ethical principles will reap not only the benefits of growth
and prosperity, but also the satisfaction on their part
Some of the ethical problems in the Fast food industry is that they
spend more money than ever on marketing campaigns and making large
profits than ever before.
healthy for the body.
It has been proven that eating too much is not
This is the very first ethical concern with the fast
food industry. If the excess calories that are used in the production of fast
foods continue, more and more of the population will have health
complications. In effect it will decrease the amount of customers these
companies cater to.
Another ethical problem is that these fast food companies are
taking advantage of employees who are working in a fast paced
environment.
Working in a Fast food is becoming faster and faster, with
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less time in the day left for personal time.
This is largely due to the
increasing work week hours implemented by the fast food chains.
Fast
food companies are profiting by offering a quick stop for food for the
consumers since there is never enough time for these consumers to cook
their own food at home.
Nevertheless, the responsibility falls on both the fast food industry
and the consumers.
Each consumer is responsible for his own food
They should be responsible enough to take time to exercise if they are
eating unhealthy foods. They should also be aware of how bad fast food
is for the body.
At the same time, fast food companies should make an
honest effort to offer healthy food to the public.
Fast food chains nowadays are ignoring the fact that they have
ethical responsibilities to their stakeholders, namely, the employees, the
consumers, the government, the suppliers, and the general public. They
put more premium on their profit rather than on customer satisfaction.
They are not aware that being ethical has a role in attaining more profit,
and ultimately in attaining more success in their businesses.
It is in the above context that the researcher came up with the
study, ”The Role of Business Ethics in the success of the Fast Food
Chain in Quezon City: Towards a Guide”.
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STATEMENT OF THE PROBLEM
The study aimed to determine the role of business ethics in the
success of fast food chains in North Fairview, Quezon City: towards a
guide to enhance management of businesses during the year 2013-2014.
Specifically, it sought answers to the following questions:
1. How may the respondents be described in terms of:
1.1
1.2
1.3
1.4
age,
gender,
civil status, and
educational attainment?
2. What are the existing business ethics practices that are
observed by the fast food chains as to:
2.1
2.2
2.3
2.4
customer and employee welfare,
quality of food,
professionalism,
compliance with rules and regulations on health and
safety, and
2.5 community and environmental protection?
3. How effective are the aforementioned business ethics practices of
the fast food chains?
4. What are the problems encountered with regards to business ethics
of the fast food chains and how are these resolved?
5. How may the findings be utilized in crafting a guide to improve the
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existing business ethics practices toward better service?
ASSUMPTION
This study is guided by the following assumptions:
1. The data gathered are valid and reliable.
2. There are existing business ethics practices that are observed by
the fast food chains.
3. The aforementioned business ethics practices of the Fast food
chains are moderately effective as tool in business operation
4. There are common problems encountered with regards to business
ethics of the fast food chains and suggestions on how to resolve
these are offered.
5. The findings may be utilized in crafting a guide to enhance the
existing business ethics practices toward better service.
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SIGNIFICANCE OF THE STUDY
This study is deemed significant and may provide valuable
contributions to the following:
The Fast Food Establishments
for them to identify preferred
values of the Fast food chain that may ensure sound organizational
behaviors and then aligned those values and then training all personnel
about the policies and procedures.
The Managers and Supervisors for this study may help the
Managers and Supervisors to guide the employees in situations where the
ethical course of action is obviously needed.
It may also help the
managers to create a climate of integrity and excellence, communicate its
expectations to the staff, suppliers, and customers.
Employees for them to enhance their morale, pride, and loyalty.
It may also help to promote constructive social change by raising
awareness of the customers’ and community’s needs and encouraging
employees to help.
The Researchers for them to fulfill their desire of knowing why
organizations have different success-failure rate when it comes to
management of fast food chains. It will contribute to address the ethical
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problems of the businesses, the root of those problems, and how to solve
those problems.
Future Researchers
for them to know if the results of this study
are also applicable to their own organization or workplaces, or would it
also be applicable to other Fast Food chains.
The Students of Business Administrations for them to become
socially responsible business leaders and to be competitive in today’s
business market without having to forfeit the morality of the business man.
SCOPE AND DELIMITATION OF THE STUDY
The study aimed to determine the role of Business Ethics in the
success of Fast-food Restaurant Chains in North Fairview, Quezon City.
Specifically, the researcher focused on the Three Fast-food
namely:
chains
Jollibee, McDonalds and, Chowking during the calendar year
2013-2014.
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DEFINITION OF TERMS
For a clearer and better understanding of the study, the
researcher defined the following terms according to its conceptual and
operational meaning:
A la Carte Meal means that all the items on the menu are
separate, meaning you have to order it to have it. For example if you want
a steak, baked potato and a salad you would have to order all those items.
if you wanted just a steak that is all you would get.
Business Ethics is the behavior that a business adheres to in
its daily dealings with the world. They apply not only to how the business
interacts with the world at large, but also to their one-on-one dealings with
a single customer.
Business resources are anything and everything that helps a
company operate and do business. This can include the use of human
capital, natural resources, tangible resources such as property or
production machinery, intangible resources such as brand image and
knowledge, financial resources and anything else a particular business
may use to make a profit.
Code of Conduct is a set of rules outlining the responsibilities of
or proper practices for an individual, party or organization.
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Competitive
Advantage
is
a
superiority
gained
by
an
organization when it can provide the same value as its competitors but at
a lower price, or can charge higher prices by providing greater value
through differentiation.
Corporate Accountability is the act of being accountable to the
stakeholders of an organization, which may include shareholders,
employees, suppliers, customers, the local community, and even the
particular country(s) that the firm operates in.
Corporate Governance is a term that refers to the rules,
processes, or laws by which businesses are operated, regulated, and
controlled.
Corporate Manslaughter is a crime which enables a corporation
to be punished and censured for culpable conduct that leads to a person's
death.
Corporate Philanthropy is the charitable donations of profits
and resources given by corporations to nonprofit organizations. Corporate
philanthropy generally consists of cash donations but can also be in the
form of use of their facilities or volunteer time offered by the company's
employees.
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Corporate Social Responsibility is the belief that a company
should take into account the social, ethical, and environmental effects of
its activities on its staff and the community around it.
Deceptive Advertising is the use of false or misleading
statements in advertising.
Drive-Through
is a driveway exterior wherein the window
positions a customer in a vehicle to look inward and downward to view
and direct the food selection, preparation and packaging of food in a
restaurant.
Environmental Stewardship refers to responsible use and
protection
of
the
natural
environment
through
conservation
and
sustainable practices
Ethical Sourcing means ensuring that the products being
sourced are created in safe facilities by workers who are treated well and
paid fair wages to work legal hours. It also implies that the supplier is
respecting the environment during the production and manufacture of the
products.
Ethical Standards are principles that when followed, promote
values such as trust, good behavior, fairness, and/or kindness.
Fast-Food are foods which can be cooked very quickly while the
customers wait.
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Fast-Food Chain is a specific type of restaurant characterized
both by its fast food cuisine and by minimal table service. Food served are
typically caters to a "meat-sweet diet" and is offered from a limited menu,
are cooked in bulk in advance and kept hot, are finished and packaged to
order, and are usually available ready to take away, though seating may
be provided
Franchising is an agreement or license to sell a company's
products exclusively in a particular area or to operate a business that
carries that company's name
Goodwill is an intangible asset which provides a competitive
advantage, such as a strong brand, reputation, or high employee morale.
Inalienable Right is a right according to natural law, a right that
cannot be taken away, denied, or transferred.
Internal Customer
is an employee who receives goods or
services produced elsewhere in an organization as inputs to his or her
work.
Nutritional Labeling is a label required on most packaged food
detailing the contents of a food product for general educational purposes.
Organizational Culture are the values and behaviors that
contribute to the unique social and psychological environment of an
organization.
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Point of Sale System is a system mostly used in restaurants
and hotels in which a computer replaces a cash register.
Professional Ethics. are standards or code of conduct set by
people in a specific profession.
Restaurateur is a person who owns and manages a restaurant
Rotisserie is a style of roasting where meat is cooked on a long
solid rod used to hold food over a fire.
Stakeholder is a person, group or organization that has interest
or concern in an organization
Stockholder is an individual or institution that legally owns a
share of stock in a public or private corporation.
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Chapter 2
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter presents the synthesis of related literature and
studies both from local and foreign writers and researchers, which the
researcher had read to strengthen the concepts and framework of the
study.
Literature
This part deals with the findings made from books, articles,
magazines, web publications that are related to the study.
Local.
Guasch ( 2008), presented the requirements for operation of
eateries as per Republic Act 7160. He said that eatery should have the
following minimum requirements to be complied with for the purpose of
accreditation:
1. The locality including approaches shall be with the
proper means of entry and exit and the façade shall be appropriately
designed. 2. There shall be an adequate, secured parking space provided
for free to customers. 3. An employee shall be available to usher the
guests. A waiting lounge with a telephone shall also be provided. 4. The
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dining room shall be adequate in size, with sufficient and well-maintained
table and chairs. Flooring materials shall be kept clean at all times. The
dining area shall have a pleasant atmosphere. 5. There shall be food of
good quality and presentation available during normal meal hours and
served with distinctions. They shall also meet minimum government and
international standards. 6. There shall be a menu card which shall be
presentable, clean and easy to read with the menu items listed, in logical
sequence. Items shall be made available at all times on a best-effort
basis. 7. No piece of tableware in use shall be chipped, cracked or grazed.
They should be kept clean at all times.
8. Adequate number of well-
trained, well-groomed, experienced, efficient and courteous staff shall be
employed. 9. All comfort rooms shall be with good quality fixtures and
fittings and provided with running water. The floor and the walls
shall be covered with materials of good quality workmanship and shall be
kept clean and sanitary at all times. 10. The kitchen, and cold storages
shall be in good operating condition at all times and shall be well-equipped
and hygienic. Equipment necessary to maintain a high standard of
sanitation and hygiene shall be installed and used. 11. All sections of the
Fast Food shall be maintained properly at all times. A periodic control
program shall be maintained for all establishments. 12. Adequate fire-
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fighting facilities shall be provided in accordance with the Fire Code of the
Philippines.
Based on an internet article from Wikipedia (2012), some of the
largest fast food chains are beginning to incorporate healthier food in their
menu, however, some people see these moves as commercial measure,
rather than an appropriate reaction to ethical concerns about the world
ecology and people's health. For example, McDonald's announced that in
March 2006, the chain would include nutritional information on the
packaging of all its products.
These fast-food outlets have become popular with consumers for
several reasons. One is that through economies of scale in purchasing
and producing food, these companies can deliver food to consumers at a
very low cost. In addition, although some people dislike fast food for its
predictability, it can be reassuring to a hungry person in a hurry or far from
home
Fast food chains like McDonald's quickly gained a reputation for
their cleanliness, fast service, and a child-friendly environment where
travelling families could grab a quick meal, or seek a break from the
routine of home cooking. Previously, people generally had a choice
between standard restaurant where the quality of the food was
questionable and service lacking, or expensive restaurants that were
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expensive and impractical for families with children. The modern, streamlined convenience of the fast food restaurant provided a new alternative.
Fast food restaurants rapidly became the eatery everyone could choose,
with many featuring child-size value meals, play areas, and attractive
marketing campaigns that are designed to appeal to younger customers.
Parents could have a few minutes of peace while children played or
amused themselves with the toys included in their Happy Meal. There is a
long history of fast food advertising campaigns, many of which are
directed at children.
According to Wikipilipinas(2013), fine dining is good, but it is fast
food that is most frequently visited due to affordability and accessibility.
Nothing beats the convenience of having food fast in this very instant age.
But fast does not mean low in quality, as proven by these top 10 fast food
restaurants in the Philippines. The website also came out with the top
Fast food chain in the Philippines as follows:
Jollibee
The same article also mentioned that the Fast food Jollibee started
from a humble beginning, then it became the leading fast food chains in
the Philippines. In 1975 it used to be an ice-cream parlor serving hot
meals and sandwiches. With the coming of foreign franchise, it
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experimented with hamburgers until it came up with a recipe geared for a
definitely Filipino flavor. The company’s rapid growth is attributed to its
creative, innovative and ethical marketing programs, its dedication to
research to continuously come up with products that will appeal to the
Filipino palate and consistent staff training to provide product knowledge
and quality service.
Chowking
A subsidiary of Jollibee, the fast-food chain Chowking presents
itself with its concept of quick-serve Chinese dishes, making it the pioneer
in this field. Some of the foods being served are Noodles, dumplings and
rice toppings were the dominant best sellers at Chowking since it started
its operation. It also ventured into franchising before it became a whollyowned subsidiary of Jollibee Foods Corporation. Chowking reaped the
rewards from the innovative product and marketing expertise of Jollibee.
McDonald’s
McDonald’s is a multinational franchise that enjoyed major
success in the Philippines since 1981. It quickly became a huge success
and McDonald’s branches began mushrooming over the major cities in the
Philippines. Because of its continued, innovations and some new products
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were introduced that suit more the Filipino taste as consumers are not
very familiar with bland food that needs additional condiments and spices
as you eat. To serve the working patron day and night, McDonald’s also
started the 24/7 delivery service that are available in selected branches.
Goldilocks
Two sisters and a sister-in-law were the brains behind the very
successful Goldilocks when they opened their first bakeshop in 1966 in
Pasong Tamo, Makati City. It was named after a fairytale character as the
bakery concept was geared towards children and birthday celebrations.
The variety of cakes and pastries they now sell are in great demand and
always a standard take-home gift here and abroad.
Greenwich
Considered as the largest pasta and pizza chain in the Philippines
right now. It started as a pizza store selling pizza slices over the counter
when it opened in 1971 at the Greenhills Shopping Center. They sell thincrust pizza, a major improvement from the other pizzas that were being
sold during that time that almost resemble flat round bread with toppings
because of the too-thick crust. Jollibee Foods Corporation acquired the
majority shares of stocks in 1994 and bought out the remaining stocks in
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2006 and formed a new company called Greenwich Pizza Corporation.
New products, store renovations, new marketing and advertising
strategies were put in place since then.
Kentucky Fried Chicken
The famous Colonel Sanders is behind the very successful chain
of fast food restaurants, Kentucky Fried Chicken (KFC). The secret recipe
for its chicken which consists of eleven herbs and spices is a very wellguarded secret and is under lock and key. The company claims that there
is only one copy of the recipe, signed by Sanders and written in pencil on
a sheet of notebook paper. KFC’s main focus is chicken but has been
selling new products to a more complete meal, different chicken-based
products as well as items and desserts to complement its main product.
Shakey’s
Shakey’s is another foreign brand that is enjoying huge success
here in the Philippines since 1975. Pizza is the main product of Shakey’s
and has several product innovations to keep their loyal customers
satisfied. They also serve several ala carte meals geared for families and
celebrations. French fried potato slices with seasoned breading is a
favorite.
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Pizza Hut
Pizza Hut, another foreign franchise, has also gained foothold in
Philippine soil attesting to the fact the Filipinos love to eat. It was brought
here in 1984. Pizza Hut not only serves pizza. It also offers casual dining,
serving a mix of American-Italian cuisine. With the company’s thrust to
serve not only their customers but also their employees, Pizza Hut was
recognized by Hewitt Associates and the Management Association of the
Philippines as one of the 10 Best Employers in 2003. It also ranked fifth
among the 40 companies in the Philippines vying for the award.
Tokyo Tokyo
Based on an internet article from Wikipilipinas (2013), Tokyo Tokyo
is a Japanese fast food chain operating in the Philippines since 1985.
They serve traditional Japanese dishes like sashimi, tonkatsu, tempura,
sushi and yakisoba and continued to come up with new dishes and
promotions. Their growth is largely due to franchising. For the Filipino
customers who love to eat almost anything with rice, their free rice refill
promotion is a huge success.
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Kenny Rogers Roasters
The internet article also added that Kenny Rogers opened its
doors in the Philippines in 1995 and it immediately became one of the
favorite places to dine, considering the number of roasted chicken houses
that are already established here. From service only roasted chicken and
side dishes, it has evolved into what it is today, a full-service restaurant.
The unique taste of their chicken is said to come from their wood-fired
rotisserie.
According to Bagnoli (2013), the largest fast-food chain in the
Philippines is Jollibee, operating a nationwide network of over 2,000
stores. It is a dominant market leader in the Philippines, it enjoys the lion’s
share of the local market that is more than all the other multinational
brands combined. The company has also ventured on an aggressive
international expansion plan in other countries like the USA, Hong Kong,
Vietnam, Qatar, Brunie, and Saudi Arabia, firmly establishing itself as a
growing international player.
One of the reasons for its success is an ethical family-oriented
approach to personnel management, making Jollibee one of the most
admired employers in the region with an Employer of the Year Award from
the Personnel Management Association of the Philippines, Best Employer
in the Philippines Award from Hewitt Associated and a Top 20 Employer in
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Asia citation from the Asian Wall Street Journal. Aside from promoting a
family oriented work environment, the brand’s values also reflect on their
marketing and advertising. Jollibee knows its target audience very well:
the communication materials focus on the importance of family values,
making Jollibee the number one family fast food chain in the Philippines
and a growing international player.
Additionally, Jollibee’s success can be attributed to a good
customer relation management. Never losing sight of its goals, Jollibee
has grown to be one of the most recognized and highly preferred brands
in the Philippines. Now the market leader among fast food chains in the
Philippines, claiming a market share that totals to more than half of the
entire industry.
According to the website McDonalds.com (2012), McDonald’s
continues to serve close to 68 million in over 119 countries every day,
making it the number one quick-service restaurant in the world. Today,
McDonald’s has grown to become one of the country’s leading fast food
chains with more than 400 restaurants nationwide and is now a multibillion peso company that continues to grow serving Filipinos all over the
country.
McDonalds as a business leader has several First. First to respond
to the fast changing needs of the Filipino family. First choice when it
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comes to food and dining experience.
First mentioned as the ideal
employer and socially responsible company.
changing lifestyle of the Filipino family.
First to respond to the
First to serve the Filipino
community by providing great-tasting food and the most relevant customer
delight experience. Concern for the customer, employees, co-workers,
business partners, community and company.
It has Integrity, being
upright in character and action, upholding the standards of one’s
profession and position through honesty, responsibility, and trust.
McDonald’s also gives back to the community through its charity of choice,
Ronald McDonald House Charities. It carries out programs to support the
needs for shelter, education and happiness of Filipino children.
Crocombe (2012), said that people in Metro Manila are becoming
more aware about the food they eat.
Restaurateurs across the city
become noticeably more conscious to healthy eating and marketing their
menus with trendy catch phrases like ‘organic,’ ‘anti-oxidants’ and ‘probiotic’, dietary supplement containing beneficial live bacteria that can
make a meal feel more enjoyable. Some are managing to combine taste,
health and education. Still some are organizing local suppliers to provide
top quality produce to their restaurants, and has joined forces with other
local restaurateurs to ensure the farmers have a strong customer base by
educating producers to protect consumers from misrepresentation.
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Crocombe also mentioned about one restaurant owner who even
set up a small farm. The organic produce they grew supplied the
restaurant, and also began to be sourced by friends. As more friends
inquired, the entrepreneur recognized the opportunity to expand into fresh
produce. Her latest venture is a retail outlet espousing sustainable living,
with organic produce sourced from small rural communities. She now has
suppliers from all over the Philippines. Her entrepreneurial attitude has
even inspired some of them to develop new initiatives.
He also invested
in a solar drier to save excess tomatoes from rotting.
According to Velasquez ( 2000), ethics should be part of business.
He points out that business activities, like any other human activities,
cannot exist unless the people involved in the business and in its
surrounding community adhere to some minimal standards of ethics.
Since no business can exist entirely without ethics, the pursuit of business
requires at least a minimal adherence to ethics on the part of those
involved in business. Second, all business requires a stable society in
which to carry on their business dealings. But the stability of any society
requires that its members adhere to some minimal standards of ethics.
Since business cannot survive without ethics, then, it is the best interests
of business to promote ethical behavior both among its own members as
well as within its larger society.
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Velasquez added that another persuasive way to argue that ethics
should be brought into business is by showing that ethical considerations
are consistent with business pursuits, in particular with the pursuit of
growth and stability. That ethics is consistent with the pursuit of profit can
be shown by simply finding examples of companies where a history of
good ethics has existed side by side with a history of profitable operation
Foreign.
Zwillich (2006), said that Kentucky Fried Chicken (KFC) fast
food restaurants is one of the most well-known restaurant chains in the
world. It is very keen about ethical standards both within and without the
company as asserted by their company representatives. For instance the
company is strict about its vendor engagements. Before a supplier can
secure a contract with Kentucky Fried Chicken, they have to comply to
similar ethical standards as KFC. This means that the supplier must not
utilize under age labor to produce their commodities, they must pay fair
wages and must also avoid placing harmful chemicals in their
commodities. These concepts have governed the way KFC chooses other
business partners too; they include contractors and manufacturers. By
doing, this, the company is protecting human rights.
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The company also looks out for the health and safety of their
workers. Since KFC is a fast food chain, then its workers are very busy,
the company's representatives affirm that they are always trying to protect
their respective employees from detrimental hazards in the workplace. In
line with this, KFC always ensures that their employees work for them
voluntarily. This means that the company detests forced labor. They also
believe in according their employees justice in case of any eventuality.
Their disciplinary measures have always been fair and few employees
complain
about
how
their
administration
handles
such
unusual
occurrences.
Kentucky Fried Chicken employment practices are also ethical.
This is due to the fact that the company does not discriminate against
individuals on the basis of race, gender, disability or any other factor. The
company's recruitment practices largely focus on the capabilities of the
potential candidate rather than on their respective race, cultural
backgrounds etc. In line with these practices, the company usually offers
overtime for employees who decide to work beyond the normal working
hours. Besides that, the company has created shift arrangements so that it
can avoid overworking employees at any given time, it results to workers
having ample time to rest to be more productive the next day.
31
KFC also takes the issue of wages high on its list. The company
believes that workers should be paid according to their efforts.
Consequently, there is an element of fairness when it comes to the way
the company treats its employees. The company depicts this attitude in
some of its restaurant outlets. The company has exceeded minimum wage
by close to eight pounds per hour. Also, in the Canadian outlets, the
company pays most of workers a favorable amount and has even allowed
for unionization of employees. All the latter deeds go to show that KFC is
committed to providing its employees with good working conditions.
In an article written by Reynard (2013), entitled “Maxis Reassures
Customers on Ethical Food Practices”, she said that much hype has been
made about the discovery of various species of meat protein in products
marked as beef, including traces of horse, donkey, water buffalo and goat
meat. This has prompted meat suppliers and their clients to reassure
customers that what’s on the menu really is in the dish. Maxi’s fast food
chain has declared that no traces of unspecified meat can be found in the
products that they serve.
Maxi’s wishes to make it clear that it does not condone any form
of unethical practice when it comes to the food that customers consume.
Maxi’s feels that the meat contamination scare erodes the trust that
consumers have given their favorite food service providers. Consumer
32
should not second guess the food that Maxi’s supplies to them as their
trust is the most valuable asset in business. To ensure that their food is of
the best quality, only the top suppliers are used, who undergo testing and
inspection before food is supplied. They do not compromise on their brand
promise of offering customers not only a meal, but a food experience. In
this experience, they are truthful, ethical and transparent.
Bilson (2012), said that McDonald’s is the world's largest chain of
hamburger fast food restaurants. According to the McDonald’s Corporate
Social Responsibility website, McDonald’s corporate social responsibility
is about taking action, achieving results and always maintaining open lines
of communication with its customers and other key stakeholders.
Sustainable Supply Chain Strategy
McDonald’s works with its suppliers to promote socially
responsible practices in its supply chain as part of its supply chain
strategy. This is part of its wider Framework for Corporate Social
Responsibility. As described on its corporate social responsibility website,
it has its own Code of Conduct for Suppliers which describes how
McDonald’s expects its suppliers to treat their employees. It has also
sought to extend social accountability throughout its supply chain as part
33
of its supply chain strategy. McDonald’s has succeeded in supporting
suppliers who are phasing out sow gestation crates in their supply chain.
McDonald’s embarked on a sustainability project to improve conditions for
farm workers in the Florida tomato industry in 2007, which in turn
promotes good environmental practices in its land-based agricultural
supply chain and makes the farm a sustainable business. McDonald’s and
its suppliers instituted industry-leading grower standards that improved
working conditions in these farms and made the farm a sustainable
business.
Engaging the Community through Community-based Projects
An example of this approach of McDonald’s and its contribution
to the communities is seen in launch of its Flagship Farms Initiative. The
program showcases seven “progressive farms” employing innovative
farming practices and carries out research into how ethical farming
practices can be incorporated into commercial farming systems. Another
example is seen in the Sustainable Fisheries program which is in
collaboration with the Sustainable Fisheries Partnership. This program
defines sustainability standards that guide all of McDonalds’s purchases
worldwide for wild-caught fish that goes into making those Fillet-o-Fish
and make the relevant fishery a more sustainable business.
34
Irving ( 2012), said that selecting ethical food, drink or household
products may sometimes be tough. But when you’re standing in front of a
grocery shelf there is usually scope for comparing items and looking for
organic or fair trade marks, vegetarian or sustainable fish logos, or free
range or country-of-origin labeling. And if you’re trying to find healthy
options for yourself or your children, fresh fruit and vegetables or
mandatory nutritional labeling is at hand.
But sitting in a restaurant, attempting to identify ethical or healthier
options can be even harder. Many menus make unreal ethical claims, like
‘local’ or ‘natural,’ without giving real information, and staff are often poorly
trained to deal with queries. One-third of the money spent on food and
drink is outside the home, in a dining out market. So fast-food businesses
should be challenged on their environmental and social sustainability and
animal welfare involvement.
Although consumer found that overall the levels of awareness of
ethical issues in the fast-food industry were pitiful, some chains are
showing signs of beginning to embrace the idea of sustainability. One
fast-food, for example, has been serving free range eggs and organic milk
for several years, and it promises seasonal vegetables, and children’s
meals made from organic ingredients. In 2007 it received Compassion in
World Farming’s ‘Good Egg’ award for serving eggs from uncaged hens.
35
Another fast-food, which mainly sells fish dishes but also offers
meat and vegetarian meals. The entire chain has a very good Marine
Conservation Society rating, which means that it has a sustainable fish
buying policy; does not sell fish from “To avoid” list.
It has also just
switched all its restaurants to renewable electricity. It was recently bought
by another buyer who promised to maintain its new subsidiary’s high
ethical standards.
Some of these have very pro-active stances towards ethical
sourcing. Well-known examples are the Duke of Cambridge and Acorn
House, a London restaurant which attracted much press attention after
billing itself as “dedicated to healthy eating and environmental
responsibility,” but there are many restaurants which have praiseworthy
approaches to organic sourcing, local suppliers, vegetarian provision and
fair trade alternatives. An NGO dedicated to reducing the impacts of the
capital’s food consumption, work with individual restaurants and small
businesses to promote energy efficiency, better sourcing and waste
management.
Jarman (2012), admits that it’s also important to make sure that
restaurants stick by any claims they make, whether they’re chains or oneoff operations.
Many fast food chains have responded to criticism by
trying to outdo each other’s claims for reducing salt, sugar and fat. It was
36
also insisted that the restaurant industry can be more sustainable, and
some restaurants and pub-eateries are exploring good practice in different
aspects of their work. At the Bread & Roses pub, for example, staff in this
notoriously low-paid and insecure sector are given proper contracts.
These include sick and holiday pay and an hourly rate significantly above
that of most pub staff.
Bagnoli(2012), meanwhile said that
in the fast-food Isinglass,
they knew enough people who ate ethically at home and would want to
dine somewhere that delivered what it said, and that they would pay the
small necessary premium. By collecting vegetables, lamb etc direct from
the farmer they could save money while paying more than the
wholesalers’ price, a win-win situation which avoided the usual rank
exploitation of primary producers. Isinglass and Bread & Roses are both
small, independent outlets with the flexibility to experiment on how to
implement their ethics. But with the resources available to large
companies to research the issues, Charlotte Jarman sees no reason why
such ethics shouldn’t extend throughout the sector.
Erlich (2013), talked about Chipotle Mexican Grill. It has become
one of the largest and fastest growing restaurant chains in the world.
Chipotle’s main business plan focuses on using public relations to push
corporate social responsibility programs through strategic communication
37
efforts and perceived brand personality. It markets itself as an
environmentally friendly fast food chain. In fact, Chipotle uses ingredients
that are sustainably grown and naturally raised. Furthermore, Chipotle
serves more naturally raised meat than any other restaurant chain.
Chipotle is ultimately ethically sound in terms of their business
operations and sustainability practices.
In the year 2000 Ells visited a
farm, one of the oldest family cooperatives in the country. After the visit to
the farm, Ells became very interested in serving more socially conscious
ingredients. Chipotle began buying pork from pigs that were raised
humanely without antibiotics or growth hormones. The chain describes
their vision as “our commitment to finding the very best ingredients raised
with respect for the animals, the environment, and the farmers”. Following
this change, the sales of burritos doubled even though Chipotle raised the
price of burritos by a dollar to account for the switch to higher priced pork.
According to Ragas and Roberts, “Today Chipotle is the largest buyer of
natural meats in the world and supports over 500 family farms. Ells was no
doubt moving in the right direction since its opening in terms of ethical
operations and green practices.
Today Chipotle is far ahead of its
competitors and still growing.
O’ Brien(2012), asserted that for all the significant achievements
companies are making as corporate citizens, the issue of their real impact
38
on society - and what as a result society may actually need back from
them - raises the question of whether we are adequately defining what is
expected by being socially responsible. The issue of marketing to children
really brings that into focus, the issue of obesity a hot health care crisis,
and McDonald’s handling of responsibility, as one of the world’s largest
fast food chains.
He also added that in one McDonald’s
shareholder meeting,
activists focused attention on McDonald’s marketing to children. In
anticipation of McDonald’s shareholder meeting, Corporate Accountability
International launched a campaign to fire Ronald McDonald, the clown
mascot for the last nearly 50 years, and encourage headquarters to stop
marketing to children by delivering petitions to individual restaurants. They
also asked the chain to address directly the relationship of fast food to
obesity. Beginning the campaign in a Portland, Oregon suburb, by May
they had gathered 20,000 parents’ and community residents’ signatures
on petitions which they delivered to the shareholder meeting. In Oregon,
McDonald’s threw down the gauntlet, and affirmed Ronald’s job security,
saying he is “the heart and soul of Ronald McDonald House Charities,
which lends a helping hand to families in their time of need.” The response
demonstrated how McDonald’s infuses the emotional and the marketing:
39
Ronald, the symbol to families dealing with sick and dying children, is also
the brand, signifying the food and fun atmosphere to eat it in.
The CEO Jim Skinner asserted the company’s right to advertise
freely, to offer its menu and lifestyle selections, and leave to parent’s the
right to chose what their children eat, saying it is up to personal
responsibility. McDonald’s Corporate Social Responsibility information
indicates the company serves “a balanced array of quality food products
and provides the information to make individual choices.”
Ingram ( 2013), said that all businesses can benefit from having a
code of ethics in place. Codes of ethics can serve as guidelines for
making decisions, whether at the business owner level or on the frontline.
Food establishments, whether restaurants, grocery stores or wholesalers,
face a distinct range of significant ethical challenges tied to the treatment
of minimum-wage employees and the trade-off between food costs and
quality.
Employee Relations
Employee relations is an area of ethics that food establishments
too often neglect. With a number of exceptions, food restaurants generally
pay minimum wage or only slightly higher for high-stress jobs. Scheduling
issues are notorious in restaurant settings as well, with employees
40
working double shifts or working early-morning shifts immediately after
late-night shifts. Food establishments should commit to breaking the trend
of overworking and underpaying employees. Addressing this issue in a
code of ethics can dramatically impact your reputation among potential
employees.
Food Safety
Although most people do not realize it, patrons of food
establishments place their lives in the establishments' hands. Improper
storing and labeling of food items or selling slightly-expired food can be
tempting from a financial perspective but can lead to serious injury or
worse due to food poisoning, cross-contamination or allergic reactions.
Food establishments should include firm commitments to food safety in
their codes of ethics, always placing food safety above financial concerns.
This includes going beyond the letter of the law to enforce the highest
product quality standards.
Supplier Standards
Food establishments should be familiar with their suppliers. Again,
financial considerations can tempt food establishment owners to purchase
the most inexpensive ingredients with no questions asked. To show a
41
commitment to ethics, food establishments should perform due diligence
before signing a contract with a new supplier. Codes of ethics should
require food establishments to know where suppliers source their
livestock, how livestock is raised and treated, which hormones or artificial
additives are added to feed stocks and other ethical considerations related
to the humane treatment of animals and equitable employment practices.
Public Health Issues
Modern food establishments are beginning to see that the law
allows for serious breaches of ethics in the food industry; thus, many are
beginning to take matters into their own hands to combat the United
States' growing health epidemic. A code of ethics should include a
commitment to sell only healthy products and never to use harmful
ingredients. The establishments, for example, paid little or no attention to
fat content and harmful additives, addicting a generation of consumers at
the expense of their health — and sometimes their lives.
Shaw ( 1999), said that modern business is intimately integrated
with the rest of society. Business is not self-enclosed world, but business
activities have profound ramifications throughout society.
As a result,
although society expects business to pursue its economic interests,
business has other responsibilities as well.
42
He maintains that there is always a kind of social contract
between business and society. This contract is only implicit, but it
represents a tacit understanding within society about the proper goals and
responsibilities of business. Today, however, society has concerns and
interests other than rapid economic growth – in particular, a concern for
the quality of life and for the preservation of the environment. Accordingly,
the social contract is in the process of being modified. In particular, it will
no longer be acceptable for corporations to manage their affairs solely in
terms of the traditional internal costs of doing business, while thrusting
external cost to the public. Businesses have grown more aware of the
possible side effects of business activity, or what economists call
externalities. Externalities are the unintended negative consequences that
an economic transaction between two parties can have on some third
party.
Wade (2010), said that Fast-food owners assume liability as
soon as a customer or noncustomer sets foot on their property.
Awareness of the liability helps owners in eliminating, or at least
minimizing problems that can cause injury and be attributed to owner
negligence. Slips and falls, for example, both in the fast-food and outside
are a major concern for owners. Maintaining the parking lot by filling in
potholes and clearing snow and ice is a must.
Another unfortunate
43
occurrence in fast-food is a customer’s becoming sick and blaming the
sickness on the food.
By allowing strict standards from receiving,
preparation, storage, line preparation, the possibility of food-borne illness
can be minimized
The
Americans
with
Disabilities
Act
(ADA)
prohibits
discrimination on the basis of disability in employment, state, and local
government.
The ADA will have an impact on the Fast-food building
design. Some of the major concerns when building include the following:
1. parking requirements
accessibility and
2. Ramps
3. Entranceways
4. bathroom
5. counters height and length requirements
Operating a clean, safe, and sanitary restaurant is imperative to
continued operation and long-term success.
The Food and Drug
administration (FDA) and state and local health departments and
inspectors are not enemies of the food business- though some food
service operators may treat them as such. The goal of these groups and
the individuals that work for them is to protect the public from health risks
in the environment including food-born illness.
A food-born illness, if
traced back to a fast-food, can be costly in the form of lawsuits, loss of
business, and even bankruptcy
Many of the guidelines by the FDA can be implemented by simply
training personnel to understand the regulations and ramifications of not
44
following them.
Other guidelines and regulations are somewhat more
difficult to implement, and management may have to make an investment
in resources to conform to these regulations
All Fast-food owners are responsible for providing safe and
secure workplace.
This includes minimizing unsafe conditions through
training and awareness and supplying equipment and supplies that help
prevent unsafe conditions. In addition to worker’s compensation claims,
lost labor hours in a tight labor market can add stress and unnecessary
overtime expense.
Theft and robbery are two major security issues that
must be addressed. Loss prevention standards must be in place and
enforced at all times. The safety of the staff and customers is critically
important to a high morale among staff and safe feeling for customers. An
unsafe environment can lower morale and affect sales if employees and
customers do not feel safe.
Wade also added that management must find ways to satisfy all
individuals, including the employees. Owners and managers must enjoy
being in the company of people, enjoy seeing people, talking to people,
and most importantly listening to people. Excellent customer service is
something everyone in the restaurant business hears every day. It seems
that every customer-oriented company in the world says that excellent
customer service is either part of their mission statement or vision.
45
Daft (2008), said that ethical responsibility includes behavior that
are not necessarily codified into law and may not serve the corporation’s
direct economic interests. To be ethical, organization decision makers
should act with equity, fairness, and impartiality, respect the rights of
individuals, and provide different treatment of individuals only when
relevant to the organization’s goals and tasks. Unethical behavior occurs
when decisions enable an individual or company to gain at the expense of
other people or society as a whole
He also added that as scandals rocked the corporate world, they
prompted new demands from government legislators, stockholders,
management experts, and the general public.
The combination of a
turbulent domestic environment, the globalization of business, and the
increasing public scrutiny convinces many managers that paying attention
to ethics and social responsibility is as much of a business issue as paying
attention to costs, profits, and growth.
Beyond maintaining high ethical standards, top managers at a
growing number of companies recognize how to target their social
responsibility efforts in ways that also benefit the business.
After
Hurricane Katrina, for example, rather than giving a general gift,
employees of Papa John’s spent weeks in a pizza trailer handing out
thousands of free six-inch pies, which benefited local residents and relief
46
workers while also promoting the company’s product.
Starbucks build
social responsibility into its business model by paying hourly employees
above minimum wage, buying fair-trade coffee, and negotiating long-terms
contracts with coffee growers who farm in environmentally friendly ways.
McDonalds buys some of its energy from renewable sources, has
stopped buying poultry treated with antibiotics, and offers incentives to
suppliers that support sustainable practices. These efforts make good
business sense at the same time they build the image of these companies
as good corporate citizens. It was also stressed that ethical organizations
should have code of ethics as tool. Code of Ethics is a formal statement
of the company’s values concerning ethics and social issues.
Studies. This part deals on the readings made by the researcher from
theses and dissertations.
Local.
According to Lorenzana (2008), on her study of a Jollibee fast
food outlet, she said that consumers are well-satisfied with the chains
customer services. Results show that consumers assessed their services
as very good. They are satisfied with the prompt services in providing the
needs of customers.
From accuracy of taking their orders to
47
accommodating every customers complaints were highly recognized by
the respondents. Customers find Jollibee Food Chains as pleasant, worth
revisiting, and worth recommending to others.
The study also said that majority of the respondents do not
encounter some problems in terms of parking services. However, with
regards to inadequacy of seats and slow services of crew, there were
number of consumers who experience such problems. This should be
given appropriate attention in order to provide them the best services that
will exceed customer’s expectations and achieve an overall continuing
success
Plantilla (2010), said that the problems encountered by non-food
manufacturing firm in the management of business ethics programs are
the following: 1. They do not have enough people 2. They do not have
CSR management systems and processes 3. They do not have enough
money to finance the CSR programs 4. CSR is not of real interest among
employees 5. They do not have enough time 6. Top management does
not support the program 7. CSR program do not have significant benefit
to the company
8. Organizational culture does not suit to the values
management and vice versa 9. Absence of ethical and legal grounds
48
He also added that companies with large number of employees
and considered as matured in the industry were assessed to be better-off
in the performance of the corporate social responsibility as well as those
companies with large capitalization. Non-food manufacturing firms
performed their social responsibility towards their stakeholders such as
employees, society and environment to a moderate extent
Bulahan(1996), in her study, said that the service rendered by
Jollibee Cebu to its customers for Dine-in and Take-out as well as its
express delivery are very good.
She also said that the operations of
Cebu City Jolibee fast food chains can stand improvements in the areas
of: services, quality of the food, price, facilities, and location as to meet
full customer satisfaction regarding the quality of food and service. He
concluded that Jollibee operations has conformed with the expectations of
its customers.
Nevertheless, new improvements needed are not very
difficult to implement if the management of Cebu city Jollibee fast food
chains will take into consideration the importance of customer satisfaction
for the success of its business operations.
Domen ( 2005), said that the Zamboanga food service
entrepreneurs could be described as particularly strong in persistence,
commitment to work, goal setting, information seeking systematic planning
49
and monitoring, self-confidence, and highly-demanding in quality and
efficiency of work. They could also be said to be moderately possessing
risk-taking abilities, persuasion and networking.
She said that business success indicators used were data on
assets, sales volume, net income, and increase in manpower and age of
the business.
Sales volume as a business success indicator had
significant correlations with professional background, personality traits on
goal setting, and systematic planning and monitoring.
The personal entrepreneurial characteristic which has a correlation with
success indicators was demand for quality and efficiency. The value of
these traits is recognized in managing a business and maintaining its
profitability.
Their hardworking traits, attempts to put quality in their
businesses positively influenced their income
Gadais(2004), said in her study that both Jollibee and McDonalds
fast-food restaurants are highly patronized by the HRM students in
Fairview, Quezon City. Most of the respondents eat at these fast foods
restaurant twice a week and decided to eat there because of its
accessibility, good service, affordable price.
Moreover, students are satisfied when it comes to the level
customer satisfaction in relation to customer- service provided by both the
two food service establishments. The sanitation and cleanliness was first
50
when it comes to ranking the level of their satisfaction. Students are more
comfortable to go in fast-food restaurants like Jollibee and McDonalds
because they see that these stores are practicing standardized sanitation
procedures that are very important to health .
She also added that fast and efficient service, providing superior
security and clean dining areas are the suggestions for improvement that
will ensure the continuous patronage of the respondents to both fast food
establishments McDonalds and Jollibee.
They choose the two
establishments not only for their popularity but also because of its
customer service that adapts to every student needs.
Based from a careful review of the findings and analysis, the
researcher came out with the following recommendations that could serve
as a guideline for the continuous improvement of the food service. They
must continue to maintain fast and efficient service and to comply with
their standards to protect their image because as we all know Jollibee and
McDonalds had already established its name in the food service industry.
The service crew must continue to be always alert and attentive to the
needs and wants of their customers.
They must be consistent on
providing friendly, courteous and helpful service to its customers
51
According to Casuay ( 2005), Social responsibility are composed
of the following indicators: professionalism, honesty, and commitments.
All were rated according to the honest perception of the participating
respondents. Whereas, business ethics are comprised of the following
indicators: values, rights, duties, and relationship.
Respondents of the study comprised of the employees in
selected franchising touching the lives of the employees and the selected
franchising top management who in their own humble job delivered all the
raw materials to be processed and served to the general public/society.
The customers are considered as the backbone of any business
establishments. For as long as there are customers and households, the
producers and service delivery companies will always be there to serve
them with dedication and commitment
Respondents believed that they have the social responsibility to
the general public/society as a member of selected franchising
companies.
The study shows that the employees, customers, and
suppliers have their respective contributions to the society where they also
is a part. They served with professionalism, honesty and commitment
52
Based on the findings of the study, it is recommended that
franchisers and franchisees should maintain good and harmonious
relationship to ensure effective business operations, for the employees to
continuously exert their fullest effort in the discharge of their respective
duties and responsibilities.
According to the study conducted by Daniel (2006), the optimal
end in bringing together its purpose as a productive economic entity and a
pillar in responsible corporate handling has been realized by maintaining
the quality of its products and its global competitiveness and providing the
various stakeholders with development programs and social services.
Since the existence of Stanfilco in the realm of production, it had
maintained its excellence both in the local and of global market. Through
its continued upholding of the standards in business operations under the
ISO, it manages to maintain the quality of its products while staying at
pace with the fast charging demands of its clients. The company has
effectively maximized the full potentials of its manpower by keeping them
involved in the developments within the business organization. Through
its circular management organization, Stanfilco has innovatively created
an organizational system that best caters the modern needs of corporate
management.
53
Stanfilco has successfully complied with the requirements of the
labor code of the Philippines in dealing with the basic and civic rights of its
employees.
The company has carefully implemented development
programs in various forms that motivated its internal stakeholders
especially the employees to perform with efficiency, loyalty and dedication.
It is therefore concluded that Stanfilco’s corporate strategies were
formulated in consonance with the concept of corporate social
responsibility and hence it helps the company in terms of their financial
stability because having business ethics attracts buyers because the
company does not only focus on the gain that they are going to earn but
they are also concern about their internal and external stakeholders and
the environment as a whole.
Foreign.
According to Hartman ( 2008), the giant food chain
McDonalds published its first social-responsibility report summarizing its
efforts in four categories:
community,
environment,
people, and
marketplace. The efforts that went into that report were rewarded in some
courts of public opinion.
placed
14th
among
the
environmental performance
In surveys of media and NGOs, McDonalds
world’s
most
respected
companies
for
54
She also added that McDonalds has become an industry leader in
creating policies to ensure the humane treatment of animals. As part of
this effort, McDonalds has adopted a set of guiding principles, including
the following. McDonalds commitment to animal welfare is global and
guided by the Following principles.
These principles apply to all the
countries in which McDonald’s does business.
Safety. First and foremost, McDonald’s will provide its customers
with safe food products. Food safety is McDonalds number one priority.
Quality. McDonald’s believes treating animals with care and
respect is an integral part of an overall quality assurance programs that
makes good business sense
Animal Treatment. McDonald’s supports that animals should be
free from cruelty, abuse, and neglect while embracing the proper
treatment of animals and addressing animal welfare issues.
In an internet study published by the website Ivythesis (2013). it
said that corporations must adopt policies that are in conformity to the
norms and goals of society. Businesses have a moral obligation to use
their resources for the common good as well as obligations to groups of
stakeholders. Starbucks is one of those companies that are successful
and profitable and at the same time takes business ethics seriously. The
company won an ethics awards under the category overall leadership
55
award. Sourcing of raw materials is one of the issues if a company is
operating globally. For Starbucks Canada, ethical sourcing means buying
coffees that are of highest quality and are responsibly grown.
The
sources must be responsible and be the best sources possible. Ethical
sourcing also means that Starbucks would serve ethically traded coffee.
Ethical sourcing would create a better future for farmers/suppliers and a
more stable climate.
Environmentalists
consistently
applaud
the
globalization
of
environmental stewardship, even when this globalization erodes national
sovereignty. For Starbucks Canada, environmental stewardship means
leading the industry into thinking about minimizing the impact of their
production or operations to the environment, discussing the issue of
climate change, and inspiring other industries to do the same.
The
company has used its leadership skills to influence others the need to
minimize the impact of their operations to the environment and discuss the
issue of climate change. Starbucks environmental stewardship influences
other industries to imitate what they did.
For Starbucks, having
community involvement means that the firm will take part in the activities
of the community. For them, their community includes the places where
their stores are located and the places where the coffee is grown.
Starbucks volunteered huge hours of service in their community
56
The CSR strategies of Starbucks Canada don’t break away any
law and it does not try to ignore the rule of laws. It’s strategies of ethical
sourcing, environmental stewardships and community involvement are still
within the boundaries and follow rules of the environment. Such strategies
helped the firm gain further growth and it endeared them to their local and
foreign environment.
In the study conducted by Baker (2010), sanitation was the most
important factor and therefore constituted a major area of concern and
concentration for restaurant customers and was found to be most
important to women. Observation of the
server’s hair being groomed, clean, and restrained are potential indicators
of an establishments overall sanitation and propensity for foreign objects
in food, such as hair. In addition, a customer contact employee’s hands
and clothes are also signs of the level of cleanliness and sanitation for a
restaurant. Results of this study continue to demonstrate the high level of
importance customers place on sanitary, clean, safe, and proper food
handling procedures.
She said that accommodation was viewed as the second most
important factor, especially for those under the age of 35 years old. Those
in the United States have been shown to exhibit a very strong desire and
57
acclamation toward individualism and self-interest. It can also be argued
that higher levels of individualism and self-interest are increasingly
displayed by members of Generation X. Such behavior relate to providing
for customers specific needs and desires. Restaurants should continue to
cater
to
individual
customer
needs
perform
the
necessary
accommodations. Restaurants should strive to be as accommodating as
possible to customer needs and requests. Furthermore, it has been
suggested that service customization may be critical to gaining
competitive advantage.
Privacy was rated as the third most important dimension among
both groups. The dimension of privacy can involve a customer contact
employee managing the balance of being attentive towards the customer
while not bothering or interrupting the dining party. The importance of
privacy may be of more importance to those groups who want a more
unobtrusive, more seamless service style.
Reich (2002), stressed that social responsibility can play a
beneficial role in influencing consumer's attitudes toward the store It also
showed
that the consumer's inclination to reward
brand social
responsibility image moderates the relationship between brand social
responsibility image and brand loyalty, and between brand social
58
responsibility image and the constructs of product quality and service
quality. The fact that a positive perception of a brand's social responsibility
image has a positive influence on the consumer's perception of product
quality, service quality, and brand loyalty has been shown in this study.
Subsequently, knowledge of certain groups that may be inclined to reward
brand social responsibility image may allow practitioners to increase
customer's perceptions of service quality by targeting these groups with
information about the firm's SR efforts. Conversely, the brand must be
aware that low perceptions of social responsibility will result in very low
perceptions of product quality and brand loyalty for consumers who are
inclined to reward brand social responsibility image.
Yoo (2012), pointed out that restaurant cleanliness is considered
one of the most significant conditions when customers evaluate overall
restaurant quality or decide their levels of satisfaction. However, there
have been few studies of perceptions of restaurant cleanliness in
customers’ eyes. Previous studies were found to use inconsistent
concepts of restaurant cleanliness when evaluating restaurant cleanliness.
For example, some measurement scale of restaurant quality or customer
satisfaction includes only items related to a restaurant’s interior
appearance to measure the restaurant cleanliness. Some researchers
59
have also included items related to server’s appearance. In other studies,
overall images of a restaurant were used to evaluate its cleanliness. The
study attempts to investigate the customers’ perceptions of restaurant
cleanliness. Understanding what customers consider when they evaluate
a restaurant’s cleanliness can be beneficial for hospitality managers who
can use the information to increase their restaurant’s quality and to satisfy
their customers.
The results of this study indicated that the items of restroom
personal hygiene, restroom appearance and server’ behavior all have a
positive relationship with customers’ restaurant quality evaluations. The
server’s behavior, restroom appearance and signage were found to be the
most important dimensions. Westerners weighed the restroom personal
hygiene as more important than did Asian respondents. Asian groups
were found to have higher expectations for overall restaurant cleanliness
dimensions than Western groups.
60
CONCEPTUAL FRAMEWORK
According to Hartman (2008), the role of ethics in business
operation can be understood by the fact that ethical Fast-food chains tend
to be more successful in making profits than the others. The reason for
this is that customers of Fast-food businesses which follow ethics based
on perception of the customers themselves will become loyal and satisfied
with the services and product offerings of such businesses. To achieve
this, fast-food chains should consider the following: Consumer welfare,
Quality of the food, Fairness in pricing,Professionalism,Honesty and fair
trade practices,Community involvement, Following Rules and regulations,
Health and safety, Employee welfare, and Environmental protection. If the
business will have a positive approach about these ethical consideration ,
they will surely satisfy its stakeholders such as customers. When
customers are satisfied, they will become loyal to the company and come
back again for re-purchasing. This will surely increase the profits of the
organization, and ultimately will give more success to them. Thus, the
importance of business ethics is that it creates loyalty in customers and it
makes them successful..
In a Fast-food organization, people working at the junior levels
often emulate the ones working at the top. If the management or seniors
61
of the business follow ethical business practices, they do not bribe to get
their way or they do not cheat the customers, suppliers, and the public.,
the employees will follow suit. The employees too will refrain from using
the business resources for personal benefits. This will result in better and
efficient utilization of the business resources.
A Fast-food business which is well-known for its ethical practices,
creates a goodwill for itself in the market. Investors or venture capitalists
are more willing to put their money in the businesses which they can trust.
Shareholders too, remain satisfied with the practices of an ethical
businesses.
Thus,
ethics
creates
goodwill
and
builds
long-term
relationships, and long term success for the business. Also, an ethical
business puts greater value on its employees and thus, employees remain
loyal to such an organization too.
62
INPUT
-Description of
the
Respondents.
-Business Ethics
Practices of the
Fast Food
chains
PROCESS
Utilization of the
following Data
gathering
Instruments:
Designed a
Guide to
Improve
the Business
-Questionnaire
-Effectiveness of
the Business
Ethics Practices
of the Fast food
Chains
OUTPUT
Ethics Practices
of the Fast-
-Interview
-Problems
Encountered
With regard to
Business Ethics
and suggested
solutions
Figure 1
Paradigm of the Study
Food Chains
63
The Figure illustrates the paradigm of the study using the INPUTPROCESS-OUTPUT scheme.
The first box is labeled INPUT, consisted of the description of the
Respondents; Existing Business Ethics Practices of the Fast Food chains
as to: Customer and Employee Welfare, Quality of food, Professionalism,
Compliance with Rules and Regulations on Health and Safety, and
Community Involvement and Environmental Protection; Effectiveness of
the aforementioned Business Ethics; and Problems
Encountered with
Regard to Business Ethics and Suggested Solutions.
The second box is labeled PROCESS, consisted of the utilization
of data gathering Instrument like Questionnaire and Interview.
The Third box is the OUTPUT or the Outcome which designed a
guide to Improve the Business Ethics Practices of the Fast-Food Chains.
64
RELEVANCE OF THE REVIEWED LITERATURE AND STUDIES
TO THE PRESENT STUDY
All the related materials that was read by the researcher are
related to the present study he conducted. He perceived that the foreign
literature from books, journals, and Internet articles presented the role of
Business ethics in the Fast-food chains and Restaurants in different parts
of the world. For example, in the article about McDonalds in the United
States, it is considered as the world's largest chain of hamburger fast food
restaurants. According to the said article, its corporate social responsibility
is about taking action, achieving results and always maintaining open lines
of communication with its customers and other key stakeholders. It works
with its suppliers to promote socially responsible practices in its supply
chain as part of its supply chain strategy. As described on its corporate
social responsibility website, it has its own Code of Conduct for Suppliers
which describes how McDonald’s expects its suppliers to treat their
employees.
Likewise, the present study also dealt with how the McDonalds
branch in North Fairview Quezon City practiced its Corporate Social
Responsibility. The study was able to present that McDonalds and all the
Fast-food chain involved have open line with its stakeholders when it
65
comes to suggestions for improvements. The Fast-food chain in North
Fairview also resorted to ethical sourcing, meaning it also took the
responsibility in making sure that all the raw materials used in its
production are properly obtained from the genuine suppliers.
This of
course is being done to achieve satisfaction from the customers, and
ultimately it will be translated to long-term success.
Another point of comparison is that McDonald’s branches in the
United States donate a portion of their profits to corporate philanthropy as
part of its efforts to be more socially responsible. McDonald’s makes
charitable contributions through the Ronald McDonald House Charities
which aims to create, find and support programs that directly improve the
health and well-being of children. It attempts to ensure that children in
vulnerable communities can receive state-of-the-art medical and dental
treatment to improve their health and strengthen the whole family. This
health care on wheels program attempts to change children’s lives and
improve communities along the way.
Similarly, the branches in North Fairview Quezon City also
embrace a Philanthropic philosophy. They also support the improvement
of lives of all people in the community where they belong. They build
66
housing units for the poor because they believe that it should be involved
in charitable works to become successful in business.
The researcher felt that all the reviewed local and foreign literature
and studies are very vital in this particular study to help him have a
background of information by comparing its relationships to the present
study.
67
Chapter 3
METHODS OF RESEARCH
This chapter presents the research procedures utilized in this
study.
This included sources of data, data gathering procedures,
instruments and statistical technique used in analyzing and interpreting
the data.
RESEARCH DESIGN
The researcher employed the Descriptive Method of research in
gathering the needed data because this method of research is a factfinding study with adequate and accurate interpretation of the findings.
According to Zulueta and Costales (2010), its purpose is to know “what
exists” or what is about a certain phenomena. Since this study aims to
know the role of business ethics in the success of the food chain eateries
in North Fairview, Quezon City towards a guide, the descriptive method of
research is the most appropriate method to use in the hope of offering
recommendations based on the findings.
68
RESPONDENTS
The respondents of this study are 150 customers of the Three
Fast food chains, 50 customers from each food chain. The researcher
believed that the respondents came up with reliable and valuable data
needed in this study.
SAMPLING TECHNIQUE
The researcher made use of Purposive Sampling to choose 50
respondents from each sampled Fast Food or a total of 150 respondents
to answer the questionnaire. According to Crossman (2013), “purposive
sampling, also commonly called a judgmental sample, is one that is
selected based on the knowledge of a population and the purpose of the
study. The subjects are selected because of some characteristic”.
INSTRUMENTS USED
The researcher was able to gather the needed data by using the
following instruments:
Questionnaire
The instrument used by the researcher to collect data is the survey
questionnaire.
It aimed on knowing the customer’s perception if how
69
effective are the existing business ethics practices of the fast food chain
eateries in the following areas: Customer and Employee Welfare, Quality
of Food, Professionalism, Compliance with Rules and Regulations on
Health and safety, and Community and Environmental Involvement. The
data collected from the respondents were analyzed, organized, and
interpreted.
Interview
This was personally, yet informally done by the researcher to
complement the answer on the questionnaire and to give light on some
matters not clearly responded to by the interviewees. The interview was
done as a systematic way of talking and listening to the respondents and
as another way to collect data from them through conversations. The
researcher used open questions, and data is collected from the
interviewee. The researcher needs to remember the interviewer’s views
about the topic of business ethics as they are of utmost importance. The
respondents were also considered as the primary data for the study
because talking to them is a way to collect data as well as to gain
knowledge from them, specifically on their perceptions about the role of
business ethics in the success of a business.
70
The researcher got the respondents involved and talked about their
views. In addition, the interviewees were able to discuss their perception
and interpretation with regards to a given ethical situation in the daily
operation of the fast-food chain.
CONSTRUCTION OF THE INSTRUMENT
To formulate the concept and framework of the study and to
determine the variables and indicators to be used, the researcher read the
literature and studies related to the study. He prepared the initial draft of
the questionnaire based on this readings. He presented the draft to his
adviser, who in turn made the necessary corrections, exclusions, and
additions.
The researcher considered all these suggestions when he
revised the draft of the questionnaire.
VALIDATION OF THE INSTRUMENT
The draft of the questionnaire was presented to his adviser, who in
turn suggested some changes.
The questionnaire was validated by
presenting it to 15 customers coming from each Fast Food chain who
were not part of the sampled respondents of the study.
71
ADMINISTRATION AND RETRIEVAL OF THE INSTRUMENT
The researcher sought the approval of the Store Managers of the
fast-food chains to float the questionnaires.
Having found the
questionnaires valid and reliable, copies were distributed to the
respondents. With the help of some of his colleagues, he personally
administered the distribution to 150 respondent customers who were
purposively selected. After giving the respondents ample time to answer,
and having 100% retrieval, the data gathered from the survey were
analyzed, organized, and interpreted.
STATISTICAL TREATMENT OF DATA
The data that were yielded by the questionnaire were tallied,
tabulated, and subjected to statistical treatment in order to ensure validity,
reliability, and interpretation.
Frequency and Percentage Distribution
This was used to determine the profile of the respondents, the
business ethics practices of the fast-food chains, the ethical problems
72
encountered, as well as the suggestions for improvements being offered
by the respondents.
Formula:
P =
f
N
x 100
Where:
P = percentage
f
= frequency
N = number of respondents
Weighted Mean
To assess the roles of business ethics practices and to describe its
effectiveness, the weighted mean was applied.
The response of the
respondents were categorized into five and were given corresponding
weight. The weights were multiplied by the number of replies in each
category and were added and then divided from the sum of the product
Formula:
WX =
f
N
x 100
73
Where:
f
=
frequency
N
=
number of respondents
To qualify the responses on the rating scale, the five-point Likert
scale method of measuring attitudes were used. Each statement has Five
responses, which are classified under the degree of difficulty from “5”
which means Strongly Agree down to “1” which means Strongly Disagree.
The respondents reacted to every perception item by checking one out of
five possible answer or responses. Thus, the score was the sum of the
weight of the responses checked.
The equivalent point assigned to each item indicated the extent of
existence of the conditions as perceived by the respondents was
determined by estimating weighted average which becomes the verbal
description.
Weighted Mean
Interpretation
4.50 - 5.00
-
5
Very Highly Effective
(VHE)
3.50 - 4.49
-
4
Highly Effective
(HE)
2.50 - 3.49
-
3
Moderately Effective
(ME)
1.50 - 2.49
-
2
Ineffective
(I)
1.00 - 1.49
-
1
Very Ineffective
(VI)
74
Chapter 4
PRESENTATION, ANALYSIS AND INTERPRETATION
OF DATA
This chapter presents the gathered data in tabular forms; each
table is given its corresponding interpretation and analysis.
1. On the description of the respondents.
Table 1
Respondents as to Age
Age Level
F
%
Rank
25 and below
26-30
31-35
36-40
41-45
46-50
51 and above
Total
57
24
16
11
18
8
16
150
38
16
11
7
12
5
11
100
1
2
4.5
6
3
7
4.5
75
This table presents the frequency and percentage distribution of
the respondents description as to age level. As noted on the table, Rank 1
are those respondents at the “25 and below” bracket with 57 respondents
equivalent to 38 percent. In Rank 2 are those in the “26-30” bracket with
24 respondents which is equivalent to 16 percent. Completing the ranking
in Rank 3 are those in the “41-45” age bracket with 18 respondents which
is equivalent to 12 percent.
This shows that majority of the customers come from the younger
generation. The fast food can still market more food high in fat since this
age bracket is not yet that concerned when it comes to their health. It also
has a share of the adult customers, those aged 40 and above with a
combined share of 28%.
Table 2
Respondents as to Gender
Gender
f
%
Male
72
48
Female
78
52
150
100
Total
76
The table above shows the frequency and percentage distribution
of the respondents description as to gender. As noted on the table, the
“male”
garnered 72 respondents equivalent to 48 percent, while the
“female” got 78 respondents which is equivalent to 52 percent.
This reveals that eventhough there are more female customers
patronizing the Fast Foods, the difference is not that big. There is still
almost the same number of male and female respondents since the
female group is greater only by 6 compared to their male counterpart.
Table 3
Respondents as to Civil Status
Civil Status
f
%
Rank
Single
88
59
1
Married
53
35
2
Separated
6
4
3
Others
3
2
4
150
100
Total
77
Table 3 presents the frequency and percentage distribution of
the respondents description as to civil status. As noted on the table, Rank
1 are those respondents at the “single” category with 88 respondents
equivalent to 59 percent. In Rank 2 are those in the “married” category
with 53 respondents which is equivalent to 35 percent. In Rank 3 are
those in the “separated” category with only 6 respondents which is
equivalent to 4 percent.
It can be viewed from the table that more unmarried persons are
staying out in malls and are willing to spend on fast food than their married
counterpart, who maybe want to spend their money more economically.
Table 4
Respondents as to Educational Attainment
Educational Attainment
f
%
Rank
Vocational-Technical Graduate
24
16
3
College Units
61
41
1
College Graduates
56
38
2
Master’s Units
5
3
4
Master’s Degree Holder
2
1
5.5
Others
2
1
5.5
150
100
Total
78
The table above presents the frequency and percentage
distribution of the respondents description as to educational attainment.
As noted on the table, “college units” category is Rank 1 with 61
respondents out of 150, this is equivalent to 41 percent of the total. Rank
2 are those at the “college graduates” category with 56 respondents
equivalent to 38 percent. Completing the ranking are those in “technical
vocational” category with 24 respondents equivalent to 16 percent.
It can be concluded that there is a greater number of students with
college units than those college graduates. In general, they are deemed
still studying, they have more time to be spent on fast food. On the other
hand, technical-vocational graduates are not far behind, they are also
willing to stay and hang out on these fast foods.
79
2. On the existing business ethics practices that are observed by the
Fast Food chains
Table 5
Business Ethics Practices of the Fast Food Chain
As to Customer and Employee Welfare
Indicators
*f
%
Rank
106
71
1
b. provide the right food
suggestions to customers
72
48
4
c. affordable pricing
97
65
2
d. convenient and comfortable
store setting
84
56
3
e. clean restrooms
69
46
6
f. good employer-employee
relationship
70
47
5
a. good customer service
* multiple response
The table above presents the frequency and percentage
distribution of the
business ethics practices of the Fast Foods as to
customer and employee welfare. As noted on the table, “good customer
service” is Rank 1 with total respondents of 106 or 71 percent.
“Affordable pricing” is Rank 2 with 97 respondents or 65 percent.
80
Completing the ranking at Rank 3 is “convenient and comfortable store
setting” which got 84 respondents or 56 percent.
Since there is close to 50 percent or more than 50 percent
respondents in almost all the categories given, it only shows that the Fast
Foods have ethical business practices towards the welfare of its
customers and employees. It should also take notice of “Clean restroom”
and “good employer-employee relationship since both of these are the
least chosen by the respondents.
Table 6
Business Ethics Practices of the Fast Food Chains
As to Quality of Food
Indicators
*f
%
Rank
a. healthy ingredients and
nutritional information
93
62
2
b. safe preparation methods
89
59
3
c. fresh ingredients
80
53
4
d. presence of food expiry date
46
31
6
e. food items are tasty and
served hot
f. proper labeling and packaging
94
63
1
65
43
5
* multiple response
81
The table above presents the frequency and percentage
distribution of the business ethics practices of the Fast Food chains as to
quality of food. The table shows that “food items are tasty and served
hot” is Rank 1 with total respondents of 94 or 63 percent. “Healthy
ingredients and nutritional information” is Rank 2 with 93 respondents
or 62 percent. Completing the ranking at Rank 3 is “safe preparation
method” chosen by 89 respondents or 59 percent.
Since half of the business ethics practices mentioned are being
done according to more than 50 percent of the respondents, it only shows
that the Fast food chains are preparing and providing quality food to its
customers, though a very low 31 percent are saying that the fast food is
giving information about the expiration time of their products.
82
Table 7
Business Ethics Practices of the Fast Food Chains
As to Professionalism
Indicators
*f
%
Rank
a. honest in action
78
52
5
b. reliable, trustworthy, and caring
81
54
3
c. respectful and is aware of
customer’s feelings
d. display professional behavior
99
66
1
79
53
4
e. practices appropriate dress
code
f. skillful communication
* multiple response
72
48
6
83
55
2
Table
7
above
presents
the
frequency and
percentage
distribution of the business ethics practices of the Fast Food Chains as to
professionalism. As noted on the table, Rank 1 is “respectful and is
aware of customer’s feelings” with total respondents of
99 or 66
percent. In Rank 2 is “skillful communication”, with 83 respondents or
equivalent to 55 percent. Rank 3 is “reliable, trustworthy, and caring”
with 81 respondents or 54 percent.
Since majority of the business ethics practices mentioned were
chosen by more than half of the respondents, it only shows that the Fast
83
Food chains show professionalism in dealing with its customers in doing
their duties and responsibilities.
Table 8
Business Ethics Practices
As to Compliance with Rules and Regulations on Health and Safety
Indicators
*f
%
Rank
a. employees of legal working age
88
59
2
b. environmentally-friendly packaging
81
54
4
c. adherence to food safety standard
75
50
5
d. safe cooking and practices procedures
87
58
3
e. sanitized and safe store operation
94
63
1
f. medically qualified personnel
67
45
6
The table above presents the frequency and percentage
distribution of the business ethics practices of the Fast Food chains as to
compliance with Rules and Regulations on Health and Safety. As noted
on the table, Rank 1 is “sanitized and safe store operation” with total
respondents of 94 or equivalent to a high 63 percent.
In Rank 2
is
“employees of legal working age” with 88 respondents or equivalent to
59 percent. Completing the top 3 ranking is “safe cooking and practices
procedures” with 87 respondents or 58 percent.
84
Since only one business practices was not chosen by more than
half number of respondents, it can be observed that the fast Food chains
aret very strict when it comes to compliance with rules and regulations on
health and safety of both the customers and employees.
Table 9
Business Ethics Practices
As to Community and Environmental Involvement
*f
%
Rank
120
80
1
b. proper recycling practices
73
49
3
c. charity involvement
54
36
4
d. community feeding program
43
29
5
105
70
2
34
23
6
Indicators
a. proper waste disposal
e. keep the environment safe and
clean
f. sports involvement in the
community
* multiple response
Table 9 above presents the frequency and percentage distribution
of the business ethics practices of the Fast Food Chains as to community
and environmental involvement. As noted on the table, Rank 1 is “proper
waste disposal” with a big number of respondents at 120 or equivalent to
85
a high 80 percent. Following at Rank 2 is “keep the environment safe
and clean”
with
105 respondents or equivalent to 70 percent.
Completing the top 3 ranking is “proper recycling practices” with 73
respondents or 49 percent.
It can be said that the Fast Food Chains are not too keen when it
comes to community involvement since most of the choices pertaining to
community were not chosen by the majority of the respondents, whereas
those that pertain to environment got more than half of the number of
respondents.
Thus, the fast food should be involved more visibly on
community development like mass-feeding, charity works and sports
programs.
86
3. On the effectiveness of the business ethics practices of the Fast
Food chains
Table 10
Effectiveness of the Business Ethics Practices of the
Fast Food Chains
`
WX
I
Rank
1. Customer and Employee Welfare
4.04
E
3
2. Quality of Food
3.91
E
4
3. Professionalism
4.06
E
2
4. Compliance with Rules and Regulations on
Health and Safety
4.14
E
1
5. Community and Environmental Protection
3.90
E
5
4.01
E
Average Weighted Mean
This table presents the weighted mean and the corresponding
interpretation on the effectiveness of the business ethics practices of the
Fast Food Chains. As noted on the table, Rank 1 is “compliance with rules
and regulations on health and safety” with WX of 4.14 or Effective. Rank
87
2 is “professionalism“, which has WX of 4.06 or Effective. Rank 3 is
“customer and employee welfare” which has WX of 4.04 or Effective.
Since all of the business practices done by the Fast Foods have
an average of 4.01, it only means that business ethics are used effectively
towards the success of the fast food chain, though it should involve itself
more in the community sports, charity, and feeding activities since this is
the area wherein it is least effective with WX of only 3.90.
88
4. On the problems encountered by the customer and
suggestions on how to resolve the problems.
Table 11
Problems Encountered by the Customers of the
Fast Food Chains
Indicators
*f
a. employees do not care about the
customers
b. refuse to acknowledge errors
49
33
6
45
30
8
c. respond to complaints slowly or
not at all
63
42
4
d. incomplete and slow serving of
food items
78
52
3
e. poor response to information
request
53
35
5
f. poor communication skills
40
27
9
g. employees are not knowledgeable
about the products
h. long customer line
i. absence of toddler seats
29
19
10
105
48
70
32
1
7
81
54
2
j.
small dining area
* multiple response
%
Rank
89
This table presents the frequency and percentage distribution of the
problems encountered by the customers of the Fast Food chains.
As noted on the table, Rank 1 is “long customer line” with 105
respondents or equivalent to 70 percent. Rank 2 is “small dining area”
with 81 respondents or equivalent to 54 percent. “Incomplete and slow
serving of food items” is at Rank 3 with 78 respondents each or
equivalent to 52 percent.
The table only reveals that there are problems that need to be
addressed immediately especially on “long customer line” with a big 70
percent of the total respondents
.
90
Table 12
Suggestions on How to Resolve the Problems at the Fast Food
chains
Indicators
a. respond to complaints within minutes
*f
%
Rank
115
77
1
b. train the staff about the products they
are selling
c. train the staff in customer service skills
78
52
6
84
56
5
d. rotate staff to increase their knowledge
of other areas
e. train staff in communication skills
86
57
4
69
46
7
f. adequate product information like
leaflets for reference
g. more counter persons assigned
59
39
9
93
62
3
h. honest effort to “trim the fat” off the
menus
i. bigger dining areas for the convenience
of customers
j. more amenities for children
49
33
10
105
70
2
63
42
8
* multiple response
This table presents the frequency and percentage distribution of the
suggestions on how to resolve the problems of the Fast Food Chains.
As noted on the table, Rank 1 is “respond to complaints within
minutes” with 115 respondents or equivalent to 77 percent. Rank 2 is
“bigger dining areas for the convenience of customers”
with 105
91
respondents or equivalent to 70 percent. “More counter persons
assigned” is Rank 3 with
93 respondents each or equivalent to 62
percent.
The table only reveals that there are still solutions suggested to
solve the problems of the Fast Food chains on business ethics practices.
92
5. On the utilization of the findings in designing a guide to enhance
the business ethics practices of the Fast food chains towards better
service.
Every time a new Fast food chain or restaurant business is
established anywhere, whether a single-own enterprise, a partnership, or
a corporation, the owner or owners must adopt a business ethics. It must
include the beliefs and values of the organization. Those beliefs and
values should become internalized by all employees and used regularly in
all business practices, no matter what type of business it is.
Today’s consumers give much pay a great deal of attention to
ethical practices and proper behavior of businesses and their owners.
Promises must be fulfilled and the price and quality of products and
services must be equal to what is advertised, or another business will step
in to deliver. Business ethics that are both defined and acted upon is part
of the business culture of every successful business, and must become
the goal of every business owner. Growing a successful business through
the use of sound ethical principles will reap not only the benefits of growth
and prosperity, but also the satisfaction on their part
Unfortunately, there are ethical problems in the Fast food that are
ignored by the owners. They are spending much money on marketing
93
campaigns to be patronized and make large profits than ever before.
There are many ethical concerns in the fast food industry that if not taken
care of, it will decrease the amount of customers these businesses cater
to.
The study, therefore, came up with a guide to serve as basis in
enhancing policies with regards to business ethics practices. The guide
below may assist the Fast food chains.
a. Review existing policies on business ethics practices
b. Respond more effectively on the welfare of employees and
customers
by
providing
excellent
service,
convenient
store
setting and good employer-employee relationship
c. Assure food quality by providing healthy ingredients, nutritional
information, safe preparation method and proper packaging
d.
awareness
Display professional behavior by being reliable, trustworthy,
of
customer’s
feelings,
appropriate
dress
code,
and
skillful communication
e.
Comply
with
environmentally-friendly
standards,
sanitized
rules
packaging,
and
medically-qualified personnel
safe
and
regulations
adherence
store
to
operation,
like
providing
food
safety
and
hiring
94
f.
Be involved in community and environmental development
such as proper waste disposal practices, charity and sports involvement,
and keeping the environment safe and clean.
95
Chapter 5
SUMMARY OF FINDINGS, CONCLUSION AND
RECOMMENDATION
This chapter presents the summary of the study. It includes the
findings gathered from the data, the conclusions drawn from these
findings and recommendations offered in the light of the findings and
conclusions.
It presents the answers to the questions posted in the
statement of the problem, which is hereby restrained.
STATEMENT OF THE PROBLEM
The study aimed to determine the role of business ethics in the
success of fast food chains in North Fairview, Quezon City: towards a
guide to enhance management of businesses during the Calendar Year
2013-2014.
Specifically, it sought answers to the following questions:
1. How may the respondents be described in terms of the following
1.1 age,
1.2 gender,
1.3 civil status, and
96
1.4 educational attainment
2. What are the existing business ethics practices that are observed
by the fast food chains as to:
2.1
2.2
2.3
2.4
2.5
customer and employee welfare
quality of food
professionalism
compliance with rules and regulations on health and safety
community and environmental protection
3. How effective are the aforementioned business ethics practices of
the fast food chains?
4. What are the problems encountered with regards to business ethics
of the fast food chains and how are these resolved?
5. How may the findings be utilized in crafting a guide to improve the
existing business ethics practices toward better service?
SUMMARY OF FINDINGS
Based from gathered data using questionnaire and interview, the
researcher came up with the following findings:
1. On the Description of the Respondents
97
1.1 As to Age
The first Three (3) in rank are:
a. Fifty-seven respondents or 38 percent are with ages 25
and below
b. Twenty-four respondents or 16 percent are with age 26-40
c. Eighteen respondents or 12 percent are with age 41-45
1.2 As to Gender
The distribution is
a. Seventy-two respondents or 48 percent are male
b. Seventy-eight respondents or 52 percent are female
1.3 As to Civil Status
The first Three (3) in rank are:
a. Eighty-eight respondents or 59 percent are single
b. Fifty-three respondents or 35 percent are married
c. Six respondents or 4 percent are separated
98
1.2 As to Highest Educational Attainment
The first Three (3) in rank are:
a. Sixty-one respondents or 41 percent have college units
b. Fifty-six 56 respondents or 38 percent are college
graduates,and
c. Twenty-four respondents or 16 percent are technicalvocational graduates
2. On the Existing Business Ethics Practices that are Observed
by the Fast Food Chains
2.1 On Customer and Employee welfare
The first Three (3) in rank are:
a. “Good customer service” with 106 respondents or 71
percent;
b. “Affordable pricing” with 97 respondents or 65 percent;
and
c. “Convenient and comfortable store setting” with 84
respondents or 56 percent.
99
2.2
On Quality of Food
The first Three (3) in rank are:
a. “Food items are tasty and served hot” with 94
respondents or 63 percent;
b. “Healthy ingredients and nutritional information” with 93
respondents or 62 percent; and
c. “Safe preparation methods” with 89 respondents or 59
percent.
2.3 On Professionalism
The first Three (3) in rank are:
a. “Respectful and is aware of customer’s feelings” with 99
respondents or 66 percent;
b. “Skillful Communication” with 83 respondents or 55
percent; and
c. “Reliable, trustworthy, and caring” with 81 respondents
100
or 54 percent.
2.4
On Compliance with Rules and Regulations on Health and
Safety
The first Three (3) in rank are:
a. “Sanitized and safe store operation” with 94 respondents
or 63 percent;
b. “Employees of legal working age” with 88 respondents or
59 percent; and
c. “Safe cooking and practices procedures” with 87
respondents or 58 percent.
2.5 On Community and Environmental Involvement
The first Three (3) in rank are:
a. “Proper waste disposal” with 120 respondents or 80
percent;
b. “Keep the environment safe and clean” with 105
respondents or 70 percent; and
101
c. “Proper recycling practices” with 73 respondents or 49
percent.
3. On the Effectiveness of the Business Ethics Practices of the
Fast Food Chains
The first Three (3) in rank are:
a. “Compliance with rules and regulations on health and
safety” with WX of 4.14 interpreted as Effective;
b. “Professionalism” with WX of 4.06 interpreted
as Effective; and
c. “Customer and employee welfare” with WX of
4.04 interpreted as Effective.
4. On the Problems Encountered by the Customer and
Suggestions on How to Resolve the Problems.
4.1
On Problems Encountered by Customers
The first Three (3) in rank are:
a. “Long customer line” with respondents of 105 or 70
percent;
b. “Small dining areal” with 81 respondents or 54 percent; and
c. “Incomplete and slow serving of food items” and “small
102
dining area” with 78 respondents each or 52 percent.
4.2 On the Suggestions on How to Resolve the Problems at
the Fast Food chains
The first Three (3) in rank are:
a. “Respond to complaints within minutes” with respondents of
115 or 77 percent;
b. “Bigger dining areas for the convenience of customers”
with 105 respondents or 70 percent; and
c. “More counter persons assigned” with 93 respondents or
62 percent.
5. On the Utilization of the Findings in Designing a Guide to
Enhance the Business Ethics Practices of the Fast food
chains Towards Better Service.
The findings of the study may be utilized by the Fast Food
chains in designing a guide to serve as basis in enhancing policies
with regards to business ethics practices. The guide below may assist
the Fast food chains.
a. Review existing policies on business ethics practices
b. Respond more effectively on the welfare of employees and
103
customers by providing clean restrooms, providing the right
food suggestions to the customers, and good employeremployee relationship
c. Assure food quality by providing fresh ingredients, presence
of food expiry date, and proper labeling and packaging
d. Display professional behavior by having honesty in action,
display professional behavior all the time, and practice
appropriate dress code.
e. Comply with rules and regulations like providing
environmentally-friendly packaging, adherence to food safety
standards, and hiring medically-qualified personnel
f. Be involved more in community and environmental
development such as charity involvement, community feeding
program, and sports involvement in the community.
104
CONCLUSION
Based on the summary of findings from the data gathered, the
following conclusions are drawn:
1. The customers of the Three Fast Food chains may be
described as to age, gender, civil status, and educational
attainment. The majority of the customers of the Three Fast
Food chains belong to the 25 and below age bracket.
The majority of the customers of the Three Fast Food chains
are female. The majority of the customers of the Three Fast
Food chains are single. The majority of the customers of
the Three Fast Food chains have college units earned.
2. The Fast Food chains showed ethical business practices in
the field of customer and employee welfare, food quality,
professionalism, compliance with rules and regulations on
health and safety, and community and environmental
involvement.
3. The business ethics practices are effective in its role
towards the success of the Three Fast Food chains.
4. There are business ethics problems encountered and
suggestions offered by the respondents in the ultimate aim
105
of providing better service and quality food to the customers
5. The findings were utilized in designing a guide to enhance
the existing policies of the Fast Food chains regarding its
business ethics practices towards the customers,
employees, and society as a whole.
RECOMMENDATION
In the light of the findings and conclusions, the following
recommendations are drawn:
1. The Fast Food chains should provide clean restrooms for the
convenience of the customers.
2. The Fast Food chains should enhance its employer-employee
relationship
3. The Fast Food chains should give more information about the
expiry time of its food items, as well as there should be a
presence of proper labeling and packaging.
4. The Fast Food chains employees should always observe
professional-looking or appropriate dress code all the time
5. The Fast Food chains should always adhere to food safety
106
standard and should always see to it that all employees have
proper health certification.
6. The Fast Food chains should be always involved in Sports
development in the community where they belong, as well as
more community feeding program and charity involvement.
7. The Fast Food chains should devise a plan on how to reduce
the long customer line and should assign more counter
persons.
8. The Fast Food chains should always see to it that the food
item ordered are complete and be served at the fastest
possible time.
9. The Fast Food chains should respond immediately within
minutes to the complaints of the customers. If they are
customers who ordered the food through delivery, they should
be given a telephone call within the day.
10. The Fast Food chains should provide a bigger and
convenient dining areas for the convenience of the
customers complete with more amenities for children and the
elderly.
11. Future researchers should explore other areas that are not
covered in the study.
107
13. The guide that was formulated by the researcher need to be
implemented to enhance the existing policies.
108
BIBLIOGRAPHY
A. BOOKS
Cragg, W. Business Ethics and Stakeholder Theory; Business
Ethics Review, Vol. 12, 2002.
Daft, Richard L. Management, 8th edition, Ohio: Thomson: SouthWestern, 2008.
Guasch, Juan Martin, De Gracia, Erlinda Hoo & Esguerra Cerila,
Hotel and Restaurant Management: An Introduction,
Manila: Grandwater Publications, 2008.
Hartman, Laura P. & Desjardins, Joe. Business Ethics: Decisionmaking for Personal Integrity & Social Responsibility,
International Edition, New York: McGraw-Hill, 2008.
Shaw, William H. Business Ethics, 3rd Edition, California:
Wadsworth Publishing Company, 1999
Sternberg, E. Ethics and Virtue in the Conduct of Business, New
York: McGraw-Hill, 2000.
Velasquez, Manuel G. Business Ethics: Concepts and Cases,
4th Edition, Singapore: Pearson Education Asia Ltd, 2005.
Wade, Donald. Successful Restaurant Management, Singapore:
Cengage Learning Asia, 2010.
Zulueta, Francisco M. & Costales, Edelberto B. Methods of
Research Thesis-Writing and Applied Statistics, Manila: National
Bookstore Publishing, 2004
109
B. UNPUBLISHED MATERIALS
(THESES, DISSERTATIONS)
Baker, Melissa, “Service Behavior and Time Preferences of Rural
and Urban Restaurant Customers”, Unpublished Master’s
Thesis, Virginia Polytechnic Institute and State University,
Virginia, 2010.
Bulahan, Angelie, “An Assessment on the Existing Operations of
Cebu City Jollibee Fast-food chains: Basis for A
Proposed Improvement Scheme”, Unpublished Master’s
Thesis, USJR, Cebu City, 1996.
Casuay, Roberto T. “Social Responsibility and Business Ethics
Practices in Selected Franchising Companies as
Perceived by the Stakeholders”, Unpublished Master’s
Thesis, AMA University, Quezon City, 2005.
Daniel, Mae Lourne. “Corporate Social Responsibility of
Performance of Stanfilco - A Division of DOLE
Philippines, Incorporated”, Unpublished Master’s Thesis,
October, 2006.
Gadais, Kathrina A. “The Comparative Level of Satisfaction in
Relation to Customer Service Between Jollibee and
McDonalds”, Unpublished Master’s Thesis, NCBA, Quezon
City, 2004.
Hachero-Domen, Antonietta. “Factors that Make for Success
Among Food Service Entrepreneurs in Zamboanga City”,
Unpublished Master’s Thesis, UP-Diliman, Quezon City,
2005.
110
Lorenzana, Anna Liza. “The Marketing Mix of Jollibee Food
Outlets in The University Belt”, Unpublished Master’s
Thesis, CEU, Manila, 2008.
Plantilla, Ariel M. “Benchmarking on Corporate Social
Responsibility of Non-Food Manufacturing Firms in the
Province of Rizal”, Unpublished Master’s Thesis, PUP,
Manila, 2010.
Reich, Allen Z. “The Influence of Consumer and Brand Social
Responsibility on Brand Loyalty in Quick-Service
Restaurants”, Unpublished Master’s Thesis, Virginia
Polytechnic Institute and State University, Virginia, 2002.
Yoo, Seung Ah. “Customer Perceptions of Restaurant
Cleanliness: A cross Cultural Study”, Unpublished
Master’s Thesis, Virginia Polytechnic Institute and State
University, Virginia, 2012.
C. INTERNET
www.ivythesis.typepad.com /, “analysis of Starbucks Coffee Canada
(accessed July 3, 2013)
http://www.wikipedia leo.org/wiki/Business_ethics, by: Julie Bagnoli
(accessed July 2, 2013)
http://www.hotelandrestaurant.co.za/tourism/
“Maxi’s
customers on ethical food practices, by: Susan Reynard
(accessed July 3 2013)
reassures
111
http://www.suite101.com/article/corporate-social-responsibility-atmcdonalds. “Corporate Social Responsibility at McDonald's” by: Jo Bilson
(accessed July 3, 2013)
http://www.ethicalconsumer.org/buyersguides/food/restaurantchains,
“Bringing Ethics to the Table”, By: Sarah Irving
(Accessed July 3, 2013)
http://www.business-ethics.com, “ Marketing to Children: Accepting
Responsibility”, by: Gael O'Brien
(Accessed July 3, 2013)
http://www.smallbusiness.chron.com, “ Code of Ethics for Food
Establishments”, by: David Ingram, (Accessed July 3, 2013)
www.Philippines fast food ethics.com, “Ethical Entrepreneurs”, by:
Angela Crocombe. (Accessed July 3, 2013)
www.about.com/sociology, by: Ashley Crossman, (Accessed August
2013)
http://www.mcdonalds.com.ph (accessed July 7, 2013)
http://en.wikipilipinas.org (accessed July 3)
http://www.jollibee.com.ph (accessed July 3)
112
APPENDICES
Appendix A - Letter of Permission to Conduct Research Study
Appendix B - Letter of Permission to Respondents
Appendix C - Survey Questionnaire
Appendix D - Curriculum Vitae
113
LETTER TO THE STORE MANAGERS
August 18, 2013
THE STORE MANAGER
Dear Sir/Ma’am:
Good day! I am a Masteral student at Metro Manila College, and at
the same time a faculty member of AMA University in Quezon City. As
part of my academic requirements, I am presently writing a Thesis entitled
“The Role of Business Ethics in the Success of Fast Food Chains in
Quezon City: Towards a Guide.”
The objective of this research study is to determine the
effectiveness of Business ethics practices in the success of the leading
Fast Food chains in Fairview, Quezon City. Being one of the Managers of
one of those selected, your participation in this research is very much
appreciated.
With humility Sir/Ma’am, may I ask for your permission to allow me
to distribute questionnaires to your first 50 customers within one particular
Sunday. They will be answering a series of questions about business
ethics. Rest assured that their response will be kept highly confidential
and will be used only for the research study.
Thank you very much for your support and cooperation.
With best regards,
RICHARD OLIVER F. CORTEZ
Researcher
114
LETTER TO THE RESPONDENTS
August 18, 2013
Dear Sir/Ma’am:
I am a Masteral student at Metro Manila College, and a faculty
member of AMA University in Quezon City. As part of my academic
requirements, I am presently doing a Thesis entitled “The Role of
Business Ethics in the Success of Fast Food Chains in Quezon City:
Towards a Guide.”
The objective of this research study is to determine the
effectiveness of Business ethics in the success of the leading fast food
chains in Fairview towards their customers when it comes to consumer
and employee welfare, quality of food, professionalism, compliance with
rules and regulations, and community and environmental protection.
Please answer as accurately as possible. Rest assured that your
answer will be kept highly confidential and will be used only for the
research study.
Thank you very much for your support and cooperation in this
undertaking. Maraming Salamat po.
With best regards,
RICHARD OLIVER F. CORTEZ
Researcher
115
QUESTIONNAIRE
Dear Respondents:
This is a questionnaire for the study entitled, “The Role of
Business Ethics in the Success of the Fast Food Chains in Quezon City:
Towards a Guide.”
Please answer the questionnaire as accurately and honestly as
possible. There is no wrong answer, do not leave any item unanswered.
Rest assured that your answer would be treated with utmost
confidentiality.
(Sgd) RICHARD OLIVER F. CORTEZ
Researcher
1. On the Profile of the Respondents
Please give the necessary information about yourself by checking
or writing on the space below.
Name (Optional): _________________________
1.1 Age
______ 25 and below
______ 26 – 30
______ 31 – 35
______ 36 – 40
______ 41 – 45
______ 46 – 50
______ 51 and above
116
1.2
Gender
_____ Male
_____ Female
1.3
Civil Status
_____ Single
_____ Married
_____ Separated
Others, please specify ________________
1.4
Highest Educational Attainment
_____ Vocational – Technical Graduate
_____ College Units
_____ College Graduate
_____ Master’s Units
_____ Master’s Degree Holder
Others, please specify ___________________
2. On the Business Ethics Practiced by the Fast Food Chains
Direction: Below is a list of the ethics practices. Check as many as
are applicable to you.
2.1 Customer and employee welfare
______ Good customer service
______ Provide the right food suggestions to customers
______ Affordable Pricing
______ Convenient and comfortable store setting
117
______ Clean restrooms
______ Good employer – employee relationship
2.2 Quality of food
______ Healthy ingredients and nutritional information.
______ Safe preparation methods
______ Fresh ingredients
______ Presence of food expiry date
______ Food items are tasty and served hot
______ Proper labeling and packaging
2.3
Professionalism
______ Honest in action
______ Reliable, trustworthy, and caring
______ Respectful and is aware of customer’s’ feelings
______ Displays professional behavior
______ Practices appropriate dress
______ Skillful Communication
2.4
Compliance with rules and regulations on health and safety
______ Employees are of legal working age
______ Environmentally friendly packaging
______ Adherence to food safety standard
______ Safe cooking and practices procedures
______ Sanitized and safe store operation
______ Medically qualified personnel
118
2.5 Community and environmental involvement
______ Proper waste disposal
______ Proper recycling practices
______ Charity Involvement
______ Community feeding program
______ Keep the environment safe and clean
______ Sports involvement in the community
3. On the Effectiveness of the Business Ethics Practices
Direction: Read every statement carefully and indicate which
options apply to you. If there are questions/statements describing
situations that do not apply to you, select an answer which would most
likely ever found yourself in such a situation. Use the following code
for your options.
4.50 – 5.00
5
Very Effective
(VE)
3.50 – 4.49
4
Effective
(E)
2.50 – 3.49
3
Moderately Effective
(ME)
1.50 – 2.49
2
Ineffective
(I)
1.00 – 1.49
1
Very Ineffective
(VI)
5
4
3
2
1
a. Providing good customer satisfaction
__
__
__
__
__
b. Providing comfortable and adequate
__
__
__
__
__
store outlet
119
5
c. Pricing within the means of customers
4
3
2
1
__
__
__
__
__
__
__
__
__
__
d. Labeling and packaging adhere to
acceptable and standard practices
e. Maintaining honesty, reliability and care
to customer
f. Hiring personnel of legal age
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
g. Adhering to acceptable food safety
standards
h. Maintaining proper waste disposal and
recycling practices
i. Involving itself in the community sports
charity and feeding activities
4. On the Problems Encountered by the customer with regards to
business ethics and suggestions to resolve the problems
4.1 On Problems Encountered
Direction: Below is a list of some business ethics problems
encountered by the customers. Please check as many as are
applicable to you.
______ Employees do not care about the customers
______ Refuse to acknowledge errors
______ Respond to complaints slowly or not at all.
______ Incomplete and slow serving of food items
______ Poor response to information request
______ Poor communication skills
______ Employees are not knowledgeable about the products
120
______ Long customer line
______ Absence of toddler seats
______ Small dining area
4.2 On Suggestions on how to resolve the problems
Direction: Below is a list of some suggestions on how to resolve the
business ethics problems encountered. Please check as many as are
applicable to you.
______ Respond to complaints within minutes.
______ Train the staff about the products they are selling.
______ Train staff in customer service skills.
______ Rotate staff to increase their knowledge of other areas.
______ Train staff in communication skills.
______ Adequate product information like leaflets for reference
______ More counter persons assigned.
______ Honest effort to “trim the fat” off the menus.
______ Bigger dining area for the convenience of customers
______ More amenities for children
… Thank you for your cooperation…
121
Richard Oliver F. Cortez
35 Axtell Street,
North Fairview, Q.C.
Telephone: 938-58-98
Mobile: 0920-2763324
e-mail: richardolivercortez@yahoo.com
CAREER OBJECTIVE: To have a challenging teaching position that will fit my
competencies, capabilities, skills, education and experience.
PERSONAL QUALIFICATION:
-
Has the ability to handle business subjects
Has the applicable experience gained from many years of teaching
Has the needed industry-based experience
Has the ability to work around a computerized environment
Has the capacity to use newfound knowledge concisely
A dedicated, highly motivated team member
PROFESSIONAL EXPERIENCE:
AMA UNIVERSITY
___________________ August 2010 – present
( Faculty member )
Teaches Business subjects
AMA COMPUTER COLLEGE - Fairview _________June 2008 – August 2010
( Faculty member )
Teaches Business subjects
DELOS SANTOS COLLEGE
________________June 2004 – June 2007
(Faculty member )
I handled NSTP 1 & 2 subjects to Nursing students
HEXAGON GROUP OF COMPANIES ___________May 2003 – August 2003
( Financial Analyst )
I was assigned in the Financial Analysis section of the Accounting
122
Department
JOY LANGUAGE INSTITUTE _________________May 2002 – January 2004
( English Instructor )
I handled English Language lessons to Korean students
MIRIAM ACADEMY FOR COMPUTER SCIENCE ___June 2002 – March 2004
( Faculty member )
I handled Basic Accounting and Business Mathematics
MANILA MONTESSORI COLLEGE ____________June 2001 – October 2001
( Faculty member )
I handled Basic Economics, Marketing, Business Mathematics, Finance,
Business Law
INFORMATION AND INDUSTRIAL INSTITUTE
OF TECHNOLOGY
___________ July 2000 – October 2004
( Faculty member )
I handled Basic Accounting, Management, Business Mathematics,
Business Law, Marketing, Taxation, Finance, and Entrepreneurship
ALEN SERVICE CENTER, INC.
____________ Nov 1993 – March 2000
( Accounting Staff )
I handled virtually all aspects of the accounting operation of the company
EDUCATION:
METRO MANILA COLLEGE – GRADUATE SCHOOL
Master in Business Administration
(Thesis writing already)
_____ June 2011-October 2013
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES – GRADUATE
SCHOOL
Master in Business Administration ( Units Earned ) _ June 1998-March 2007
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Bachelor in Accountancy
___________June 1989 – March 1993
123
PERSONAL BACKGROUND:
Age :
Height:
Birthplace:
Civil Status:
40
5’7
Manila
Married
Birthday: November 15, 1972
Weight: 140 lbs.
Religion: Protestant
SEMINARS AND CERTIFICATIONS:
Sponsored By:
Syllabus Construction Seminar
Seminar on Marketing
Seminar on Workforce Management
Seminar on Digital Communication
Seminar on Entrepreneurship
Seminar on Cash Management
Seminar on Test Construction
Seminar on Business and Investment
Seminar on Customer Relation
Entrepreneurial Forum
Seminar on Management
Seminar on Fundamentals of Research
Seminar on SPSS
Seminar on SAP
Seminar on Item Analysis
Seminar on Test Construction
Seminar on CHED accreditation
Seminar on Thesis Writing
Seminar on Writing Instructional Material
Seminar on PowerPoint Presentation
Seminar on NSTP Implementation
Seminar on Team-Building
AMA University
AMA University
AMA University
AMA University
AMA University
John Calub Training
AMA University
AMA-Fairview
AMA-Fairview
AMA University
AMA-Fairview
AMA-Makati
AMA- Makati
AMA University
AMA-Fairview
AMA-Fairview
DLS-STI
DLS-STI
DLS-STI
DLS-STI
CHED
DLS-STI
Date
May 2012
August 2011
August 2011
March 2011
March 2011
March 2011
Oct. 2010
Dec. 2009
Nov. 2009
Nov. 2009
Dec. 2009
Jan. 2009
Jan. 2009
June 2009
June 2009
June 2009
June 2007
Jan. 2007
June 2006
March 2006
August 2005
Nov. 2004
REFERENCES:
Prof. Rainier David Tayurang, Faculty Member - National University ( 09267407348)
Prof. Avelino Aguilar, Faculty Member - University of the East ( 09267407348 )
Prof. Nancy Nabung, Faculty Member - DLS-STI ( 0919-8081378)