Daniel Kim

Ms. Bremenstuhl
BADM 1001
December 5, 2016
Capstone: Values, civility, and integrity
After much discussion in our class, weve learned what it means to have values, civility,
and integrity as business students. All three are important cornerstones to defining a person or a
big business, and set the public foundation/reputation for it as well. Its important to note that
values can be different from person to person, but civility and integrity is something that is
universal in our society. There are times when civility and integrity isnt carried out and it can be
looked down negatively upon a person, or a group. This also includes values as well, there are
occasions where values can clash between people and cause instability. In any scenario, it is
important to understand these concepts and see how they apply in businesses. They carry a large
part in allowing a business to succeed as there are business strategies where a specific business
can create a niche by having integrity in their industry.
Civility and integrity is essentially customer service and public relations in a large scale
company and are usually connected to the values of the company. This is not exclusive to, but
includes standing behind a product, making things right for the customer, and helping to fix
problems related to their products. Although one would expect for big companies to maintain a
stellar reputation, there are times when companies fail and cannot uphold their values. This can
be seen during Jet Blues tarmac delay back in 2011, where they failed to let their passengers off

within 3 hours, which was part of the FAAs passenger bill of rights.1 Instead, they were stuck for
8-9 hours, with clogged bathrooms and inside a stuffy plane, although the airport was a less than
5 minute walk away. The cost for Jet Blue because they did not uphold their end of the integrity
that a business needs was huge. They were fined about $27,000 per passenger with around 700
passengers on 6 different flights, and their stock took a 25% dip within 2 weeks of the incident.
Not to mention, their reputation was hurt and needed to be built back up. When companies can
make things right, they should, but the failure to acquire even some vans/buses by Jet Blue
within the period of 9 hours is inexcusable. The cost of integrity for the company is shown
through both monetary and public relation damages, and remains to be an example for airline
companies to be responsive in these scenarios.
Our groups case study went well. We had some hiccups in the beginning, one of us took a list of
our numbers but lost it, and we had some communication issues with getting ahold of each other.
However, we were able to regroup quickly on our presentation and finish it. Our group worked
well because we were able to do our job properly. We all had one job to do and we each did it to
our ability. In the future, I think making every person responsible for contacting each other
would be a better idea because leaving one person with the role to contact everyone can be risky
and not end up working out too well. However, our group nailed everything else. We split the
work up, gave help to each other, and finished the project the way we wanted to. Some strengths
I saw in myself was the necessity to keep consistency and organization, something that I usually
dont see in myself. I made sure that the presentation formatting was consistent as I realized
different people in our group were using different spacing/bullets/font sizes. I also saw that Jacob
1 CBS/AP. "Feds Probing JetBlue, AA Tarmac Delays." CBSNews. CBS Interactive, 31 Oct.
2011. Web. 08 Dec. 2016.

had the ability to keep the group together. He made sure that we were all doing our work and that
we were putting everything necessary into the capstone project. Overall, we did our work and
made sure everything turned out fine. Our group civility definition would be to make sure we are
all working together and helping each other out. Our integrity definition would be to admit fault
and carry on. Our groups values were consistent when we were doing our case study analysis,
we find that the whistleblowing that Emily did against Walt Disney was a good thing that she
did.
I think project was definitely interesting to undergo. Ive done case studies before in the
context of management consulting. Therefore, most of them are a numerical look at a business,
not a look at values, integrity, and civility. Its also different when you work with a group of
people, because they have different perspectives and values coming into the case study than you
do. There were differences shown in conversations in how something can be approached and
done. However, this is why working in groups is beneficial. Being able to think and see things in
ways that other people do is something that can help me as a person throughout my years in
college and in business. And regards to businesses and how they should function with values,
integrity, and civility is something that Ive reaffirmed myself with. A lot of people automatically
assume that businesses cut corners, or try to exploit their customers to maximize their profits.
Yes, some businesses do, but generally companies realize that better PR and realizing that word
of mouth can benefit their company. This case study definitely has helped me see things in a
different way and help me visualize a way that companies can function.

Works Cited
CBS/AP. "Feds Probing JetBlue, AA Tarmac Delays." CBSNews. CBS Interactive, 31 Oct. 2011.
Web. 08 Dec. 2016.