Integrity for Service Excellence

7/22/2019 Integrity for Service Excellence

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Syarahan Perdana

Integrity For Service ExcellenceOleh

Tan

Sri

Datuk Amar (Dr.)

Hamid Bugo

Anjuran:

ServiceResearchGroup(ServGroup),ResearchManagementUnit,

Bahagian Penyelidikan &Jaringan Industri,

UiTM Sarawak

&

InstituteofManagementSarawak(MASA)

27hbMac2013

1200 1.30pm

Dewan Kuliah 1
http://www.google.com.my/url?sa=i&rct=j&q=Hamid+Bugo&source=images&cd=&cad=rja&docid=KNM7drG3q_0I7M&tbnid=Z1zDB7LLcx1kjM:&ved=0CAUQjRw&url=http://www.pustaka-sarawak.com/Pustaka-Sarawak/interpares.php?do=chairman_pustaka&ei=aCtRUZu7HOiPiAebh4Fo&psig=AFQjCNHbBt-SgaLXwTuIu6mvM492G0dGAA&ust=1364360371385299


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Outline:

UnderstandingEthicsandIntegrity

Relationshipbetween

Ethics

and

Integrity

WhyIntegrityisimportant?

Howto

develop

&

preserve

integrity

IntegrityinProfessionalEthics

HowtoupholdIntegrityinanorganisation?

IntegrityFramework

1.

2.

3.

4.

5.

6.

7.


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Definition : Ethics

Ethics is doing what is RIGHTto achieve what is GOOD.

The key to ethical action is to

behave with integrity that is

based on sound core of

personal values.


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Ethics

Greekethos moral showingmoralcharacter

Socrates theunexaminedlifeisnotworthliving

Plato the

understanding

of

the

Good,

will

enable

the

philosopherrulerstoorganizetheircommunitysothatitanditsinhabitantsarevirtuousandhappy

Aristotle Nichomachean Ethics:happinessinmoralandmetaphysicalvirtues(orexcellence)


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ETHICSIS A SET OF

MORAL VALUES AND PRINCIPLES

WHICH FORM THE STANDARDS

GUIDING THE CODE OF CONDUCT OFINDIVIDUALS, ORGANISATIONS

AND PROFESSIONS.

(National Integrity Plan, 2004)


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DefinitionofIntegrity

The Latin root for the word integrity is INTEGRITAS which

means WHOLENESS and COMPLETENESS


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Doingtherightthingeventhoughnooneiswatching

Dont expect any kind of rewards from human,

but expect it from GOD


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INTEGRITYTHE QUALITY OF EXCELLENCE THAT IS

MANIFESTED IN A HOLISTIC AND INTEGRALMANNER IN INDIVIDUALS AND

ORGANISATIONS. INTEGRITY IS BASED ON

ETHICS AND NOBLE VALUES AND THEIRCONCRETE MANIFESTATION IN DAILY LIVES.

(National Integrity Plan, 2004)


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RelationshipbetweenEthicsandIntegrity

Integrityisacombinationof:

9Ethics

9Values


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Definition: Value

A principle, standard or quality considered worthwhile or

desirable.

Value analysis boils down to the abili ty

to distinguish right from wrong.


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Ethics + ValuesEthical value

A belief or a principle rooted in moral behavior,

based on a sense of what is right (i.e:honesty,responsibility,andhowyoutreat

othersin

all

facets

of

your

life).

Unethical value

A belief or a principle rooted in

immoral behavior, based on a sense

of what is wrong (of consciously

disregarding what is right).

Non-ethical value

A belief or a preference that is not related to right and wrong


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INTEGRITY BEGINS WITHIN THE FAMILY


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TheGreatLearning(Legge,

Chinese

Classics,

vol.i.

[1893]

p.357;

W.A.P.

Martin,

Lore

of

Cathay,

p.211.)

AtitscommencementisadescriptionofwhatwassaidtobetheprocessadoptedbytheancientprincesforpromotingvirtuethroughouttheEmpire;

with

this

object

they

were

careful

to

govern

well

their

own

States.

InordertogovernwelltheirStates,theyfirstregulatedtheirownfamilies.

Inordertoregulatetheirfamilies,theyfirstpractised virtueintheirownpersons.

Inordertoarriveatthepracticeofvirtue,theyfirstrectifiedtheirhearts.

Inordertorectifytheirhearts, theyfirstsoughtforsincerityofthought.

Inordertoobtainsincerityofthought,theyfirstextendedtotheutmosttheirknowledge.

Theextensionofknowledgelayintheinvestigationofthings.

(itmeansinvestigatingtheprinciplesofallthingswhichwecomeincontactGreatLearning,Com.v.2)


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WhyisIntegrityImportant?

Severalreasons

why:

1. Wenolongerneedtospendtimeorenergy

questioningourselves.Whenwelistentoour

heartsand

do

the

right

thing,

life

becomes

simple.Ourlife,andouractions,areopenfor

everyonetosee,andwedon'thavetoworry

abouthiding

anything.

2. Gainthetrustofleaders,colleagues

andteam.

We're

dependable,

and,

whenweholdourselvesaccountable

forouractions,webecomerolemodels

forothers

to

follow.


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Severalreasons

why

(contd):

3. Itprotectsyourreputation.

Integrity directlyimpacts

our

successinlife.Peoplewholiveand

workwithintegrityaremorelikely

tobe

considered

for

promotions.

WhyisIntegrityImportant?WhyisIntegrityImportant?

Why?Becauseintegrity isahallmarkofethicalleadership:

organizations

want

leaders

that

they

can

trust,andwhenyoudemonstrateintegrity,

youshoweveryoneyoucanbetrusted.


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Theannualtotalof bribespaidworldwide

isUS$1trillion

The Costs of Corruption, World Bank (April 8th 2004)

Thisisconsideredtobeaconservative

estimate

ofactual

bribes

paid

worldwide

inbothdevelopedanddeveloping

countries


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WHATISTHEPOSITIONINMALAYSIA?

Statistics of Commercial Crime Case, RMP (2009-2010)


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Statisticstotalmonetarylossofcommercialcrime

20092010,

RMP

0.00 400,000,000.00 800,000,000.00

Cheating/fraud

CriminalBreachofTrustMisappropriationofProperty

CyberCrimeForgery

CounterfeitCurrency420,687.60

275,760.46

6,131,785.99

15,287,364.04

9,691,523.90

11,509,646.54

3,043,132.89

279,837,153.18

599,422,770.31

3,568,313.27

331,002,389.32

943,948,684.69


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Commercialcrime,whichisathreatto

thecountryseconomy,isupby168per

centto

24,023

cases

in

2010

involving RM917,982,978inlossesfrom

8,952(loss

of

RM799,059,968)

in

2005

InspectorGeneralofPolice,TanSri IsmailOmar,

RMP.


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THEBROKENWINDOWTHEORY

H D l d


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Howto

Develop

and

Preserve

Integrity?

9 Yourintegrity determinesyourreputation

9 Asinglebadchoicecandestroyalifetime'sworthof

integrity.

9 So,how

can

you

work

on

developing

and

preservingyourownintegrity?

Thereputationofathousandyearsmaybedeterminedbytheconductofone

hour.

Japanese

Proverb


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Youcan'tlivebyvaluesifyoudon'tknowwhatyoutruly

believein.

Startbydefiningyourcorevalues.Thesearethevaluesthat

you'renotgoingtocompromiseon(nomatterwhatthe

consequence).

3StepstoDevelopandPreserveIntegrity


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Nomatterwhat,maketherightchoice especiallywhennoone

iswatching!

Ifunsure,askyourselfthesetwoquestions:

1. Ifmychoicewasprintedonthefrontpageofthe

newspaperfor

everyone

to

see,

would

Ifeel

OK

about

it?

2. IfImakethischoice,willIfeelOKwithmyselfafterwards?

Honestyandintegrityarevaluesthatyoushould

liveby

all

the

time.

This

includes

the

big

choices

andthelittlechoices thechoiceseveryone

sees,andthechoicesthatnoonesees.



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CharacteristicsofpeoplewithIntegrity:

Theyarehumble

Theyhave

astrong

sense

of

self,

high

self

esteem

Theyareselfconfident.

Buildandimproveyourselfconfidenceandself

esteem,and

work

on

developing

character;

so

that

youhavethestrengthandcouragetodotheright

thingwhenthetimecomes.

Spendtime

getting

to

know

yourself,

and

what

you

believein.

Developfriendshipsandworkrelationshipswith

otherswho

demonstrate

integrity,

and

who

will

supportyourdecisions.



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Furthertipsonpreservingintegrity

9 Avoidwhitelies.Theymayseemharmless,

buttiny

lies

are

still

lies.

Alwaystellthetruth.

9 Learnhowtobeassertive,sothatyoucan

defendanethicalpositionfromanadultpoint

ofview,

without

whining

or

being

aggressive.

9 Learntotakeresponsibilityforyouractions.If

you

make

a

mistake,

own

up

to

it

immediately

anddowhateverittakestorightthesituation.


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9 Keepyour

word,

and

don't

make

promises

thatyouknowyoucan'tkeep.

Furthertipsonpreservingintegrity

9 Avoidseemingselfsatisfiedorpriggishwhen

you'reactingwithintegrity:stayhumbleand

downto

earth,

don't

look

for

approval,

and,

whereyousensiblycan,trytoletpeoplesaveface.

9 Keepinmindthatintimesoffear,disasterandchaos,thetemptation isevengreatertomake

awrongchoice.Usetheseopportunitiesto

demonstrateyour

true

character.


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IntegrityinProfessionalEthics

Being straightforward and honest inprofessional and business relationships; fair

dealing and truthfulness; not beingassociated with information that contains

materially false or misleading statement of

information furnished recklessly. Federation of European Accountants

(FEE)


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Organisational Integrity

Strategy

Leadership

Policies

Information

Culture


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29

Sometimesthisisreality!


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HOWTOUPHOLDINTEGRITYIN

ORGANISATION1.REWARDINGETHICAL BEHAVIOURmakeethicalbehaviour rewarding

2.IMPORTANTTOBEAWAREOFPRESSUREONPERFORMANCE

competitiveenvironmentandpressuretoperformcanbeeasilyinterpretedtolieandcheat

3.EFFECTIVEWHISTLEBLOWINGMECHANISM(Securityandconfidentialy,speed)

4.MEASUREMENTFORSUCCESSANDCONTINUOUSIMPROVEMENT


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Determining anddefining integrity

Risk analysis

Codes

Conflict of interest

Guiding

Training Advice and counseling

Declarations

Monitoring

Complaint policies

Whistle blowing

Lobbyist registration

Enforcing

Investigation sanctions

IntegrityFramework

Source:www.oecd.org/gov/ethics/integrity/framework


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DYNAMICCODEOFCONDUCT

CLEAR

POLICIES

AND

GUIDELINESToarticulateaclearpolicythatpromoteszerotolerancetofraudandcorruption(Initialstage timeandresourcestoassesstheirrisksanddevelopingadequatepoliciesandprogramsthatcanfullyintegratedintothebusiness.Verytimeconsumingandcostlyprocessbutthealternativecanbecostlier)

COMMUNICATIONSANDTRAININGTodevelopadetailimplementationprogramtoensurethateveryemployeein

thecompany

is

knowledgeable

of

all

aspects

of

the

policies,

codes,

values

and

proceduresfundamentaltothecodes,andtrainedincopingwithambiguoussituationstoensurethattheyareadheredtothroughoutthecompanyespeciallyinlocationswherebusinessconditionsarechallenging

EFFECTIVE ETHICS MANAGEMENT


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STABILITY

Peoplewho

see

their

boss

as

honest

and

having

astrong

commitment

todoingtherightthingareassuredthattheyworkinanenvironmentofstability.Theyknowthattheirbossintegritywillnotbeshaken

whentoughdecisionsneedtobemade.

REFERENCE

Justlike

in

abuilding,

aleaders

integrity

forms

abaseline

that

serves

asareferenceormeasure.Aleaderwithastrongfoundationofintegrityisaguidinglighttothosearoundthem.

EFFECTIVE ETHICS MANAGEMENT


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ValuesVersusCompliance

ComplianceOrientation Values

Orientation


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THANKYOU

Integrity for Service Excellence

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