1. Quality Management, Ethics, and Corporate social Responsibility Chapter 4 page 72 Doaa Abu Alwafa

2. 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.

3. 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

4. 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

5. 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’.

6. 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

7. ORGANIZATION’S ROLE IN ETHICS The organization’s role in fostering ethical behavior includes: 1.Creating an ethical environment 2.Setting an example

8. 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