Quality Management,
Ethics, and Corporate
social Responsibility
Chapter 4 page 72
Doaa Abu Alwafa
DEFINITION AND OVERVIEW OF
ETHICS
• Ethics is about doing the right thing within a moral framework.
In other words, it is the practical application of morality
• The most common impediment to ethical conduct is simply
human nature, because people tend to behave according to
perceived personal interest.
DEFINITION AND OVERVIEW OF
ETHICS(continue)
• Organizational factors that contribute to unethical behavior:
1. Failing to make ethics part of the organization’s core value
2. Failing to set a consistent positive example
3. Putting personnel in ethical ‘corners’
4. Failing to adopt, deploy, and enforce a corporate code of
ethics that provides specific guidance for personnel
5. Applying unrealistic pressure
6. Failing to reward ethical behavior
TRUST AND TOTAL QUALITY
• The total quality approach cannot be successfully
implemented in an organization that fails to subscribe to high
standards of ethical behavior. This because ethical behavior
builds trust, and trust is an essential ingredient in total quality
• Elements of total quality that depend on trust:
1. Communication
2. Interpersonal relations
3. Conflict management
4. Problem solving
5. Teamwork
6. Employee involvement and empowerment
7. Customer focus
Values, integrity, and responsibility
and total quality
• Values are those core beliefs that guide our behavior.
Individuals and organization apply their knowledge and skills
most willingly to efforts in which they believe. Managers
should work to establish an environment in which values that
lead ethical behavior and values that lead to peak
performance are the same
• Integrity is a combination of honesty and dependability.
People with integrity can be counted on to do the right thing,
do it correctly, and do it on time
• Accepting responsibility is part of ethical behavior. People who
pass blame are not behaving ethically. In total quality setting,
people responsible for their performance. When speaking of
their organization , ethical people say ‘we’ instead of ‘they’.
MANAGER’S ROLE IN ETHICS
• Managers have three main responsibilities:
1. setting an example of ethical behavior
2. Helping employees make ethical choices
3. Helping employees follow through and exhibit ethical
behavior after the appropriate choice has been made.
• Three approaches managers can use in carrying out their
responsibilities relating to ethics:
1. Best-Ratio Approach
2. Black-and-White Approach
3. Full-Potential Approach
ORGANIZATION’S ROLE IN ETHICS
• The organization’s role in fostering ethical behavior includes:
1. Creating an ethical environment
2. Setting an example
CORPORATE SOCIAL
RESPONSIBILITY DEFINED
• Corporate social responsibility(CSR) is a balance approach for
organizations to address economic, social and environmental issues
in a way that aims to benefit people, communities and society
• Key elements of CSR include the ethical aspects of the following
business and workplace issues:
1. Human rights
2. Occupational safety and health
3. Business practices
4. Governance
5. Environmental management
6. Consumer relations
7. Marketplace activities
8. Community involvement
9. Social development