文档介绍：Quality Management
and Ethics
F. L. CHEN, NTHU
Importance of Ethics
• Ethical behavior is particularly important in a total
quality setting in which trust, integrity, and values
figure prominently in everyday human interactions.
• Financial measures, customer service, and quality are
no longer the only key business indicators. Social
responsibility must be added to the list. The entire
community, not just customers, expects and desires
fair and ethical treatment.
F. L. CHEN, NTHU
Ethics Defined
• Ethics is the study of human behaviors within a moral
context.
• Ethics attempts to apply reason in determining rules of
human behavior that translate morality into everything
behavior. Ethical behavior is that which falls within
the limits prescribed by widely accepted moral values.
• Ethical dilemmas in the workplace involve societal
expectation, competition, and social responsibility, as
well as the potential consequences of an employee’s
behavior on customers, fellow workers, competitors,
anization, and the public at large.
• Ethical questions are not always black and white; they
often fall into a gray area between the two extremes of
clearly right and clear wrong.
F. L. CHEN, NTHU
Five P’s of Ethical Power
• Purpose: individuals see themselves as ethical people who let
their conscience be their guide and in all cases want to feel
good about themselves.
• Pride: individuals apply internal guidelines and have sufficient
self-esteem to make decisions that may not be popular with
others.
• Patience: individuals believe right will prevail in the long run,
and they are willing to wait of necessary.
• Persistence: individuals are willing to stay with an ethical
course of action once it has been chosen and see it through to a
positive conclusion.
• Perspective: individuals take the time to reflect and are guided
by their own internal barometers when making ethical
decisions.
F.