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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3StepstoDevelopandPreserveIntegrity
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.
3StepstoDevelopandPreserveIntegrity
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3StepstoDevelopandPreserveIntegrity
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.
3StepstoDevelopandPreserveIntegrity
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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
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