Professional Documents
Culture Documents
The information needs of customers are:
• Detailed legal records with reference to products and services, such as
product liability, injury and unsubstantiated death claims over all jurisdictions
for five years;
• penalties inflicted and citations for regulatory non-compliance, detailing each
incident and corresponding penalty, settlement effected and such related
information.
Customers’ Information Needs (Contd.)
• Risks of injury from normal usage of product/service;
• Noise, odour and other nuisances/problems associated with use of the
product/service;
• Design for recycling;
• Biodegradability of products and packaging;
• Unusual life cycle costs;
Customer’s Information Needs (Contd.)
• Warnings, with appropriate detail;
• Content, additives and treatments of food and medicines, sufficient to
allow reasonably-informed consumers to make rational market
decisions and to protect themselves and their families; and
• Hidden characteristics.
Consumer and Consumer Protection
A consumer is any person who, or firm—Hindu undivided family (HUF), co-
operative, or association—which,
• buys or hires (fully/partly paid for) any goods or service.
• the purpose of purchase of goods should not be for resale or any commercial
purpose (except self-employment).
• the services availed does not include free service or services under a
personal contract.
Consumer Protection refers to the steps necessary to be taken or measures
required to be accepted to protect consumers from business malpractices.
Parties to Consumer Protection
a. Consumers: Should know their rights and exercise them.
b. Businessmen: Producers, distributors, dealers, wholesalers as well as retailers
should pay due attention to consumer rights in their own interest, by
ensuring supply of quality goods and services at reasonable prices.
c. Government: The government should enforce various laws and amend
existing laws to protect consumer interests.
History and Growth of Consumer Protection
• 1920s: Efforts in the US to reduce the exaggerated claims of advertisers
of goods and services and demands made for impartial testing of goods.
• 1930s: Growth of consumer co-operatives, the first federal consumer
agency, food and drug administration, demands for labelling of products
and the introduction of USDA stamps.
History and Growth of Consumer Protection
(Contd.)
• 1940s: 150 local consumer councils across the United States eventually
drew together to form the National Association of Consumers.
• 1950s: The American Council of Consumer Interests was established by
750 members from universities, schools and consumer research
organizations.
Ralph Nader’s Contribution to
Consumer Protection
• He coined the term “consumer advocate”.
• He called for the accountability of carmakers.
• He worked towards improved environment, healthcare, insurance, pension
and disability rights.
• He is the founder of numerous non-profit organizations.
Activist, lawyer, lecturer
Ralph Nader’s Contribution to Consumer
Protection (Contd.)
• He educated America’s consumers.
• He started the US Public Interest Group (PIRG).
• He founded the Center for Study of Responsive Law, Center for Auto Safety,
the Disability Rights Center, the Pension Rights Center, the Project for
Corporate Responsibility, and the Clean Water Action Project.
Consumer Duties and Responsibilities
1) Substantiate the complaint
2) Listen to seller
3) Cooperate with the seller if needed
4) Avoid inconvenience to others
5) Not personalize issues
6) Not lend self to others
Consumer Duties and Responsibilities
(Contd.)
7) Be well informed
8) Understand the grievances redressal process
9) Avoid impulsive buying
10) Buy goods from authorized agents
How are Indian Consumers Exploited?
1) Exorbitant prices of products and services
2) Deceptive selling practices
3) False and misleading advertisements
4) Defective quality, higher prices
5) Sale of hazardous products to ignorant consumers
6) Suppression of material information
How are Indian Consumers Exploited?
(Contd.)
7) False product differentiation
8) Producers’/sellers’ collusion
9) Supply of adulterated and substandard products
10) Cheating consumers by giving lesser quantity for the price
11) Dishonoured guarantees and warranties
12) Poor redressal of customers’ genuine grievances
How are Indian Consumers Exploited?
(Contd.)
13) Creating a scare out of scarcity
14) Making consumer buy unwanted goods
15) Misleading representation on utility of products
16) Manipulating conditions of delivery
17) Customers pay for numerous intermediaries
18) Fall in prices never passed to consumers
How are Indian Consumers Exploited?
(Contd.)
19) Buying unaffordable goods
20) Advertisement cost
21) Counterfeits: These constitute a substantial quantity of goods on store
shelves
22) Hoarding and blackmarketing
23) Tie-in-sales
24) Gifts for products/services
Legal Protection to Consumers
A number of laws have been passed by the Government of India over the
years to protect the interest of consumers.
1. Agricultural Products (Grading and Marketing) Act, 1937
2. Industries (Development and Regulation) Act, 1951
3. Prevention of Food Adulteration Act, 1954
4. Essential Commodities Act, 1955
Legal Protection to Consumers (Contd.)
5. The Standards of Weights and Measures Act, 1956
6. Monopolies and Restrictive Trade Practices Act, 1969
7. Prevention of Black-marketing and Maintenance of Essential
Supplies Act, 1980
8. Bureau of Indian Standards Act, 1986
9. Consumer Protection Act, 1986
Consumer Protection Act 1986
The SIX RIGHTS of the consumer as enunciated under Section 6 of the
COPRA are:
I. The Right to Safety
II. The Right to be Informed
III. The Right to Choose
IV. The Right to be Heard
V. The Right to Seek Redressal
VI. The Right to Consumer Education
Redressal agencies under COPRA
Redressal agencies for settlement of consumer disputes:
• A Consumer Disputes Redressal Forum known as the District Forum has
been established by the State Government in each district of the State by
notification.
• A Consumer Disputes Redressal Commission known as the State
Commission has been established in each state by the State Government
by notification.
• A National Consumer Disputes Redressal Commission known as the
National Commission established by the Centre by notification.
Consumer Protection (Amendment) Act 2002
The main changes introduced by the Amendment Act are as follows:
• The District Consumer Redressal Forums can now deal with complaints
involving compensation amount upto Rs 2 million
• For the State Commission the limit is Rs 10 million
• For the National Commission, the limit is more than Rs 10 million.
• Setting up of benches and increase in the number of members in the
National and State Commissions.
Consumer Protection (Amendment) Act 2002
• A sitting judge of the High Court is to preside over selection committee
when the president of the State Commission is absent.
• In the absence of the incumbent president of the District Forum, State
Commission or National Commission, the senior member to act as
president of the respective bodies.
• Minimum qualifications prescribed for members of all consumer courts.
Consumer Protection (Amendment) Act 2002
• For admission of complaints, issue of notices and disposal of complaints a
specific time frame has been prescribed.
• Exclusion of services used for commercial purposes from the purview of
consumer courts
• The court can award punitive damages.
• Any affected party to deposit 50 percent of the amount awarded to the
consumer if appealed against the order of the Forum
• If any person fails to pay compensation, the consumer court can order
recovery in the same manner as arrears of land revenue.
Institutional Arrangements Under Copra
• Consumer protection councils—both as the centre and states
THREE-TIER CONSUMER DISPUTE REDRESSAL SYSTEM
• District forums
• State Consumer Dispute Redressal Commission
• National Commission
Role and Initiatives of Voluntary
Organizations
1) Consumer Associations or Councils
2) Consumer Co-operatives
3) Co-ordination at the National Level
Other Initiatives to Promote Consumer
Protection
1) National Awards
2) Publicity measures
3) Customer Service Department of RBI
Chapter 4
Environmental Ethics
History of Environmentalism: In the US
The stakeholders are:
• The Public,
• The Media,
• Environmental Groups,
• Corporations, and
• The Government
Future Outlook on Environment
Environmentalism in the 21st century can be characterized by
three principles that serve as bases for continued activism and
policy formulation.
1. Public – Private partnerships
2. International cooperation
3. Sustainable development
Innovative Business Responses to
Environmental Regulations
There are several reasons why those managing business are becoming
increasingly conscious of environmental issues:
• For management morale
• To cut waste
• Benefits arising from pollution prevention
• Advantages of taking a proactive stance towards environmental
regulation
Innovative Business Responses to
Environmental Regulations (Contd.)
• ‘Green design’ of products
• Production of environment-friendly products, packages and processes
• Eco-labelling
• Savings through pollution prevention measures
• Increased fear of environmental damage
• Coordination with environmental advocacy groups and government
regulators
Waste Management and Pollution Control
Environmental damage through industrial activity can be of two types:
1. Depletion of natural resources
2. Degradation of the natural resources
Key Strategies for
Industrial Pollution Prevention
1. Systematic waste reduction audit
2. Material balance
3. Economic balance
4. Identifying waste reduction
5. Use of newer, cleaner technologies
6. Life-cycle assessment
Managing Environmental Issues
Reinhardt suggests five different approaches to managing environmental
issues
1. Investing in environment friendly processes or products.
2. Managing environmental regulations.
3. Investing in environmental performance improvement, without
increasing costs.
4. Combining all the three methods mentioned above to change the basis
for competition.
5. Looking at environmental issues from a risk management perspective.
Charter for Voluntary Pollution Control
• The Ministry of Environment and Forests and the country’s industrial sector
have entered into a partnership on voluntary pollution control by releasing a
Charter on Corporate Responsibility for Environmental Protection in New
Delhi on 13 March 2003.
• The Charter marks a shift from regulatory enforcement of pollution control
norms to voluntary compliance by the industry to significantly enhance the
quality of environment.
India’s Environmental Policy
The Environment (Protection) Act, 1986 takes into account :
1. Water (Prevention and Control of Pollution) Act, 1974
2. Air (Prevention and Control of Pollution) Act, 1981
3. The Factories’ Amendment Act, 1987
4. The National Environmental Policy 2004
Chapter 9
There are three perspectives that prompt corporate
social responsibility
1. Business perspective
2. Eco-social perspective
3. Rights-based perspective
CSR Is About Building Trust
• Accountability to Society
In a democratic society any kind of enterprise exists for the sake of society.
• Corporations’ Debt to Society
A corporation has to behave as a good citizen. The corporation has to donate
generously towards causes of public welfare and must get itself directly
involved in social welfare programmes.
Today’s Corporate Social Responsibility
The corporate social responsibility of an organization today, is a set of
obligations with which it has to protect, enhance, and otherwise work to the
betterment of the society in which it functions.
The concept of corporate social performance includes a business
organization’s
• configuration of principles of social responsibility
• process of social responsiveness, and
• policies, programmes, and observable outcomes as they relate to the
firm’s societal relationships.
Theoretical Justification for CSR
1st Phase (1850 – 2ndPhase 3rd Phase (1960 – 4th Phase (1990
1914) (1914– 1960) 1990) onwards)
Drivers of CSR
� Care for all Stakeholders
� Ethical functioning
� Respect for Workers' Rights and Welfare
� Respect for Human Rights
� Respect for Environment
� Activities for Social and Inclusive Development
Advantages of Corporate Social Responsibility
There are several advantages to corporations when they exhibit a sense of CSR and implement it,
such as:
1. Improved financial performance
2. Enhanced brand image and reputation
3. Increased sales and customer loyalty
4. Increased ability to attract and retain employees
5. Reduced regulatory oversight
6. Innovation and learning
7. Risk management
8. Easier access to capital
9. Reduced operating costs
What are Corporations Expected to Do?
• Corporations need to erase the perception of the public that they
accumulate wealth for their own cause;
• They should participate in social welfare projects, which will improve their
image in public esteem;
• They also have to make quality products and stick to delivery schedules
while importing and exporting goods; and
• They should create employment opportunities for the disadvantaged.
Scope of Corporate Social Responsibility
Three levels of social responsibility can be identified (evolution of
areas of social responsibility)
1. Market forces
2. Mandated actions
3. Voluntary actions
Specific Features of Companies Act – 2013
These rules came in to force from 1st April, 2014.
The government of India made it mandatory for companies to undertake CSR activities under the
Companies Act, 2013.
The CSR activities will have to be within India, and the new rules will also apply to foreign companies
registered here.
Funds given to political parties and the money spent for the benefit of the company’s own
employees (and their families) will not count as CSR.
The concept of CSR is defined in clause 135 of the Act, and it is applicable to companies which have:
An annual turnover of Rs 1,000 crore or more, or a
Net worth of Rs 500 crore or more, or a
Net profit of Rs 5 crore or more.
An average of the previous three financial years PAT will be considered for
calculating the 2% for CSR.
CSR policy of a company should ensure that surplus arising out of a CSR activity will not become part of
business profits.
Specific Features of Companies Act – 2013
CSR policy should specify that the CSR corpus will include the following:
• 2% of average net profit;
• any income arising thereof;
• Surplus arising out of CSR activities.
The companies can carry out these activities by collaborating either with a NGO, or through their own
trusts and foundations or by pooling their resources with another company.
The law also entails setting up of a CSR committee which shall be responsible for decisions on CSR expenditure
and type of activities to be undertaken. Prior to each annual meeting, the board must submit a report that
includes details about the CSR initiatives undertaken during the previous financial year.
This committee shall consist of three or more directors, with at least one independent director whose
presence will ensure a certain amount of democracy and diversity in the decision-making process.
All companies falling under the provision of Section 135 (1) of the Act should report, in the prescribed
format, the details of their CSR initiatives in the director’s report and on the company’s website.
In case a company has failed to spend 2% of the average net profit, the reason for doing so should be mentioned
in the annual board report. However, the act does not provide any guidance on what constitutes acceptable
reasons for which a company may avoid spending 2 % on CSR.
Key Concerns of the Companies Act, 2013
The Act does not prescribe any penal provision if a company fails to spend the stated
amount on CSR activities. The Board will need to explain reasons for non-compliance in its
report.
The threshold limit of Rs.5 crores net profit for applicability of CSR requirements seems, in
comparative terms, to be on the lower side vis- à-vis net worth and turnover thresholds of
Rs.500 crores and Rs.1,000crores respectively. This may result in companies getting
covered under CSR even when they do not meet net worth/turnover criteria.
It is not absolutely clear whether a company will need to create a provision in its financial
statements for the unspent amount if it fails to spend 2% on CSR activities in a particular year.
After some initial confusion over the tax applicable, it is now clear that CSR expenditure will be
taxable, although for a few activities tax exemption will be allowed from the financial
year 2014-15. However, there is no clarity yet on these activities.
Steps to Corporate Social Responsibility
The International Chamber of Commerce recommends the following nine steps to attain
Corporate Social Responsibility:
1. Confirm CEO/Board commitment to prioritize responsible business conduct
2. State company purpose and agree on company values
3. Identify key stakeholders
4. Define business principles and policies
5. Establish implementation procedures and management systems
6. Benchmark against selected external codes and standards
7. Set up internal monitoring
8. Use language that everyone can understand
9. Set pragmatic and realistic objectives.
India on the Ethical/CSR Matrix
Wider adoption of CSR in Indian companies will be enabled by:
• Provision of tax, duties and custom benefits.
• Inclusion of CSR performance of promoters as a parameter in according fast track
clearance to projects.
• Decreased government interventions.
• Depreciation benefits where asset investments are made.
• Development guidelines on estimation of socio-economic impacts.
Future of Indian CSR
There is a clear need for
• Transition from the present compliance centric approach to the new paradigm
• Creation of an enabling environment and an array of support measures.
• Business schools teaching CSR to facilitate this process
• Industry associations to share experiences and reward best practice
• Need to incorporate public policies into the Indian CSR.
• International agencies to share cross-country experience.
Chapter 2
Ethics as a moral and normative science refers to principles that define
human behaviour as right, good and proper.
There is a clear-cut difference between law and morality. In a particular situation, an
act that is legal may not be morally right.
Example, it will be legal for an organization running in loss to lay off a few employees so
as to sustain itself. But it is not morally right to do so, because the employees will find it
difficult to find a living.
On the other hand, an action performed can be illegal but morally right.
Example, it was illegal to help Jewish families to hide from the Nazis, but it would have
been a morally admirable act.
Law Vs Morality in Organizations
Ø In the organization too, we will find such situations where an act will be morally right and
legally wrong to perform.
Ø The strong ethical base of the individual as well as that of the organization helps an
employee overcome such a situation.
Ø The law cannot cover the wide variety of possible individual and group conduct. The law
prohibits actions that are against the moral standards of society.
Ethical Theories in Business
Ethics is a normative study, i.e., an investigation that attempts to reach normative conclusions.
(A theoretical, prescriptive approach to sociological studies that has the aim of appraising or
establishing the values and norms that best fit the overall needs and expectations of society.)
Ethical theories in business include:
1. Consequentialist normative theory: (Consequentialism is a theory that suggests an action is
good or bad depending on its outcome. )
• In deontological ethics an action is considered morally good because of some characteristic of the
action itself, not because the product of the action is good. Deontological ethics holds that at least
some acts are morally obligatory regardless of their consequences for human welfare.
Deontological theories have been termed formalistic, because their central principle lies in the
conformity of an action to some rule or law.
• Teleological ethics Also known as consequentialist ethics, it is opposed to deontological
ethics (from the Greek deon, “duty”), which holds that the basic standards for an action’s being
morally right are independent of the good or evil generated.
Classification of Normative Theories
Normative Theories
Consequentialist Non-consequentialist
(Deontological – Duty-based)
Egoism
Ø contends that an act is morally right if and only if it best promotes an agent’s long-term
interests
Ø makes use of self-interest as the measuring rod for actions performed
Ø is equated with an individual’s personal interest but it is equally identified with the interest
of an organization or society
Philosophers distinguish between two kinds of egoism: personal and impersonal.
Ø Personal egoism: One should pursue his/her long-term interest and not dictated what
others should do.
Ø Impersonal egoism: Everyone should follow their best long-term interest.
Utilitarianism
The proponents were:
Utilitarian principle: An action is ethically right only if the sum total of utilities produced by that
act is greater than the sum total of utilities produced by any other act that could have been
performed in its place.
Kantian Ethics
Proponent:
This theory introduces an important humanistic dimension to business decisions,
which is to behave in the same way that one would wish to be treated under the same
circumstances and to always treat other people with dignity and respect.
Kant’s Philosophy
• Stressed that action must be undertaken for duty's sake and not for some other
reason.
• Opined that the imperatives of morality are not hypothetical but categorical. The core
idea of this categorical imperative is that an action is right if and only if it will become
a universal law of conduct.
Normative Theories of Business Ethics: Classification
Normative Theories
Stockholder Theory: expresses business relationship between stock owners and
their managers running the day-to-day business of the company. As per the theory,
managers should pursue profit only by all legal, non-deceptive means.
Normative Theories of Business Ethics
Stakeholder Theory: This theory argues that a corporate’s success in the
marketplace can best be assured by catering to the interests of all its stakeholders
(shareholders, customers, employees, suppliers, management and the local
community). This objective is achieved when corporations adopt policies that ensure
an optimal balance among all stakeholders.
Normative Theories of Business Ethics
Example, Marico, the makers of Parachute oil, discovered a harmless tint in the oil
from one of its production lines. The company withdrew the batch from the market,
shut down the production line, but kept the workers on payroll and involved them in
the investigation of the cause. In a short time, the workers located the cause, rectified
it and resumed production.
Normative Theories of Business Ethics
Social Contract Theory: This is based on the principles of “social contract”,
wherein it is assumed that there is an implicit agreement between the society and
any created entity such as a business unit, in which the society recognizes the
existence of a condition that it will serve the interest of the society in certain
specified ways.
Ethics and Religion
The world’s great religions—Christianity, Hinduism and Islam—have all left their
indelible marks on morality and the conduct of people in every aspect of human
endeavour, including business. Every religion has provided its followers its own set of
catechisms, moral instructions, beliefs, values and virtues, traditions and
commitments.
Teachings of the Church
The Church always supports and promotes the welfare of the poor. People often think
how we can relate business and ethical teachings of the Church. But now the trend
has changed and organizations and institutions relate business to religion and ethics.
This transition is due to the increased importance of ethics in business. The Church’s
concerns and ethical teachings are found in several papal encyclicals, i.e., letters the
pope writes to his followers.
Indian Ethical Traditions
The Hindu scriptures such as the Gita and the Upanishads speak of the
performance of right duty, at the right time in the right manner. The rich Indian
tradition has always emphasized the dignity of human life and the right to live in a
respectful manner.
Gandhian Principles of Trusteeship
Ø Implies that an industrialist or businessman should consider himself to be a trustee
of the wealth he possesses. The trusteeship concept should also be extended to the
labour in industry.
Ø The origin of the trusteeship principle can be traced to the concept of non-
possession detailed in the Bhagawad Gita.
Practising Gandhian Principles
In the recent past, social involvement by business has, for the most part, taken the
shape of public charity.
This has included the building of temples, hospitals and educational institutions. A few
examples include the Birla Temple in Calcutta, the Shree Vivekananda Research and
Training Institute set up by Excel Industries in Mandvi, the L&T Welfare Centre in
Bombay, the Tata Institute of Fundamental Research and the Voltas Lifeline Express.
Gita’s Message in an Organization
When applied to an organization where one is only worried of the result, he is likely to
fall into improper activities. On the other hand, if he is ready to do his duty to the utmost
of his ability and set aside the result, he will be an ethical person in the organization.
Message of the Gita: Chapter II, Verse 56
“One who is not disturbed in mind amidst the three-fold misery or elated when there is
happiness and who is free from attachment, fears and anger, is called a sage of
steady mind.”
A steady mind gives the right attitude and right direction. Detachment is that quality
which enables the individual not to accept anything for his personal gratification.
Personal desires and conflicting interests end up in unethical practices.
Business and Islam
All principles covering business emanate from the Holy Quran, as they are
explained and amplified in the Hadith (collection of the Prophet’s sayings).
The Prophet Mohammed ordained that businesses should promote ethical and
moral behaviour and should follow honesty, truthfulness and fulfilment of trusts
and commitments, while eliminating fraud, cheating, cut-throat competition,
lending money at interest to people in need and false advertising.
Shariah and Interest on Capital
Shariah, the canonical law of the followers of Islam, forbids payment and receipt of
interest on capital and money lent and condemns usurious practices.
Shariah requires that investors profit only from transactions based on the exchange of
assets, not money alone, and therefore, interest is banned.
Islamic Bonds or Sukuk
Bankers sell Islamic bonds or sukuk, by using property and other assets to generate
income equivalent to interest they would pay on conventional debt.
The money cannot be invested on stocks of companies dealing in alcohol, conventional
financial services (banking and insurance), entertainment (cinemas and hotels), tobacco,
pork meat, defence and weapons while computer software, drugs and pharmaceuticals,
and automobile ancillaries are all Shariah-compliant.
Chapter 1
Business Ethics:
An Overview
What are Business Ethics?
Ethics is a branch of social science. It deals with moral principles and social
values. It helps us to classify, what is good and what is bad? It tells us to do
good things and avoid doing bad things.
What is Ethics?
Ethics:
• is a branch of philosophy.
• is a normative science because it is concerned with the norms of human conduct.
• as a science, it must follow the same rigour of logical reasoning as other sciences.
• as a science, involves systemizing, defending and recommending concepts of right
and wrong behaviour.
Normative science is a form of inquiry, typically involving a community of inquiry and its
accumulated body of provisional knowledge, that seeks to discover good ways of achieving
recognized aims, ends, goals, objectives, or purposes.
Principles of Personal Ethics
Personal ethics refers to the application of values in everything one does. Principles
of personal ethics include:
1. Concern for the well being of others;
2. Respect for the autonomy of others;
3. Trustworthiness and honesty;
4. Willing compliance to law;
5. Basic justice: being fair;
6. Refusing to take unfair advantage;
7. Benevolence: doing good; and
8. Preventing harm to any creature.
Principles of Professional Ethics
The basic principles people are expected to follow in their professional career are
the following:
• Impartiality: Objectivity;
• Trustworthiness and honesty;
• Openness: Full Disclosure;
• Confidentiality: Trust;
• Due Diligence: Duty of care;
• Avoiding potential or apparent conflict of interest.
What is Business Ethics?
It is based on the principle of integrity and fairness and concentrates on the benefits to
the stakeholders, both internal and external. Stakeholder includes those individuals and
groups without which the organization does not have an existence. It includes
shareholders, creditors, employees, customers, dealers, vendors, government and the
society.
Factors affecting business ethics
• LEADERSHIP
• STRATEGIES/POLICIES
• CORPORATE CULTURE
• INDIVIDUAL CHARACTERISTICS
Features
7 Principles of Admirable Business Ethics
1. Be Trustful
2. Keep An Open Mind
3. Meet Obligations
4. Have Clear Documents
5. Become Community Involved
6. Maintain Accounting Control
7. Be Respectful
What is not Business Ethics?
1. Ethics is different from religion.
2. Ethics is not synonymous to law.
3. Ethical standards are different from cultural traits.
4. Ethics is different from feelings.
5. Ethics is not a science in the strictest sense of the term.
6. Ethics is not just a collection of values.
Code of Conduct and Ethics for Managers
Managers must observe the following ethical values while performing their duties:
• Impartiality
• Responsiveness to public interest
• Accountability
• Honesty
• Transparency
• Integrity
Evolution of Business Ethics over the years
The 1970s saw papers from the academic circle. Businessmen became more concerned
with their public image and addressed ethics more directly.
• 1980s: The subject was taught in several universities in the US and Europe. There
were also, by this time, many journals of business ethics, apart from centres and
societies established to promote ethical practices.
• 1982: Richard De George brought out Business Ethics, and Manuel G. Velasquez
published his Business Ethics: Concepts and Cases.
Evolution of Business Ethics over the years
(contd.)
• 1990: Business ethics as a management discipline was well-established.
• Parallel to these academic pursuits, the late 1980s and early 1990s saw
increased concern for consumer rights, quality, safety, price, customer service and
environment in Britain.
• Simultaneously, with these developments, religion also lent its powerful voice.
The Need and Importance of Business Ethics
• Part of society
• Expectations of public
• Trust of employees
• Image
• Costs
• Pride of best companies
• Overall benefit
Importance and Need for Business Ethics
• A business organization competes in the global market on its own internal strength, in
particular, on the strength of its human resource and on the goodwill of its
stakeholders.
• The value-based management and ethics that an organization uses in its governance
enables it to establish productive relationship with its internal customers, and lasting
business relationship with its external customers.
• Real type situations (Tata Steel and Infosys) show that use of ethical practices in
business creates high returns for companies.
Values and Ethics in Business
A value is a view of life and judgement of what is desirable. It is very
much part of a person’s personality and a group’s morale.
Business ethics relates to issues of “what is right” and “what is wrong”
while doing business. What values are to individuals, ethics are to
business.
Business ethics operates as a system of values, relating business goals
and techniques to specific human ends.
SWAMI VIVEKANAND VIEWS ON ETHICS
• He suggested the fundamental
law of ethics
• “Don’t injure others, love
everyone as your own self
universe is one”
Distinction Between Values and Ethics
Values Ethics
Personal in nature (e.g. a belief in Generalized value system (e.g.
providing customer satisfaction and avoiding discrimination in recruitment
being a good paymaster) and adopting fair business practices).
Offer alternatives to choose from. Provides general guidelines within
which the management can operate.
Why should Businesses act Ethically?
The reasons for an organization to be ethical include:
• To protect its own interest,
• To protect the interests of the business community as a whole so that
the public will have trust in it,
• To keep its commitment to society to act ethically, and
• To meet stakeholder expectations.
Why should Businesses act Ethically? (contd.)
• To prevent harm to the general public,
• To build trust with key stakeholder groups,
• To protect themselves from abuse from unethical employees and
competitors,
• To protect their own reputations,
• To protect their own employees, and
• To create an environment in which workers can act in ways consistent
with their values.
Six Steps to Improve Business Ethics
1.Top management support
2.Expectations begin at the top
3.Ethics imbedded in training
4.Ethics office set up
5.External stakeholders informed
6.There must be enforcement
Warren Buffet’s rule of thumb for ethical
conduct
• Is your decision fair?
• Is it a win-win situation for all?
• Is your decision legal? If it is not legal, it is not ethical.
How Corporations Observe Ethics in Their Organizations?
• Publish in-house codes of ethics to be strictly followed by all their
associates.
• SEBI, CII and such other organizations representing corporations issue codes of best
practices and enjoin their members to observe them.
• IIMs and highly rated B-schools give extensive and intensive instruction in business
ethics, corporate social responsibility and corporate governance as part of their
curriculum.
• Conduct an Ethics Audit.
Non ETHICS:
Mc donalds
McDonald’s, despite its global success, it is perceived as bad business
ethics in its relationships with employees and other stakeholders.
McDonald's sold unhealthy food, exploited workers and children, tortured
animals, and destroyed the Amazon rain forest.
McDonald’s also doesn’t allow employees to unionize, and in one
instance where workers at St. Hubert Quebec did form a union, the
company closed down the unit promptly.
In addition to paying their employees low wages and negatively impacting
other cultures, and they also use to allow animals to be beaten and
abused before being killed.
Child labor violations Use of illegal workers
• Its goalposts are transparency, integrity, full disclosure of financial and
non-financial information, and protection of stakeholders’ interests.
OBJECTIVES OF CORPORATE GOVERNANCE
The collapse of international Giants like the
Enron of the US ans. Xerox of Japan are
said to be due to the absence of corporate
governance.
practices
1. CHANGING OWNERSHIP STRUCTURE
• In recent years, the ownership structure of companies has changed a lot. public
financial institutions, mutual funds, etc. are the single largest shareholder in most
of the large companies.
• So, they have effective control on the management of the companies. They force the
management to use corporate governance.
• They put pressure on the management to become more efficient, transparent,
accountable, etc.
• They also ask the management to make consumer-friendly policies, to protect all
social groups.
• The changing ownershipstructure has to protect the environment.
2. IMPORTANCE OF SOCIAL RESPONSIBILITY
• Today, social responsibility is given a lot of importance. The board of directors
have to protect the rights of the customers, employees, shareholders,
suppliers, local communities, etc. This is possible only if they use corporate
.
governance
3. GROWING NUMBER OF SCAMS
• In recent years, many scams, frauds and corrupt practices have taken place.
• misuse and misappropriation of public money are happening everyday in India
and worldwide. It is happening in the stock market, banks, financial
institutions, companies and government offices. in order to avoid these scams
and financial irregularities, many companies have started corporate
governance.
4. INDIFFERENCE ON THE PART OF SHAREHOLDERS
• In general, shareholders are inactive in the management of their companies. they
only attend the annual general meeting. Postal ballot is still absent in India.
• Poxies are not allowed to speak in the meetings. shareholders associations are not
strong. therefore, directors misuse their power for their own benefits.
• So, there is a need for corporate governance to protect all the stakeholders of the
company.
5. GLOBLISATION
5. GLOBLISATION: Today most big companies are selling their goods in the global
market. so, they have to attract foreign investor and foreign customers. They also have
to follow foreign rules and regulations. All this requires corporate governance. without
corporate governance, it is impossible to enter, survive and succeed the global market.
6.TAKEOVERS AND MERGERS : Today, there are many takeovers and mergers in the
business world. Corporate governance is required to protect the interest of all the
parties during takeovers and mergers.
7.SEBI: SEBI has made corporate governance compulsory for certain companies. this is
done ,to protect the interest of the investors and other stakeholders.
MERITS OF CORPORATE GOVERNANCE
1. IMPROVED REPUTATION
This can include lenders who see them have strong fiscal policies and internal
controls, charities they might partner with to promote their business,
government agencies, employees, the media, vendors and suppliers.
The practice of sharing internal information with key stakeholders is known as
transparency, which allows people to feel more confident and they have little or nothing
to hide.
2. FEWER FINES, PENALTIES, LAWSUITS
Corporate Governance includes instituting policies that require the company to
take specific steps to stay compliant with local, state and federal rules,
regulations and laws.
example, as part of corporate governance, an executive management team or
board of directors might conduct a review of the company’s hiring practices if it
falls under the guidelines of the equal opportunity employment
commission. Company might require that its accounting department undergo an
external audit by an independent auditor every quarter or year.
EXAMPLE - COCA-COLA
• The Coca-Cola Company is committed to good corporate governance, which promotes
the long-term interests of shareholders, strengthens Board and management
accountability and helps build public trust in the Company.
• The Board is elected by the shareholders to oversee their interest in the long-
term health and the overall success of the business and its financial strength.
• The Board serves as the ultimate decision-making body of the Company, except for
those matters reserved to or shared with the shareowners.
• The Board selects and oversees the members of senior management, who are
charged by the Board with conducting the business of the Company.
C N T D …..
The company’s corporate governance materials including
1. The governance guidelines,
2. The company’s certificate of incorporation and bylaws,
3. The charters for each board committee,
4. The company’s codes of business conduct,
5. Information about how to report concerns about the company and
6. The company’s public policy engagement and
7. Political contributions policy.
Benefits from Managing Ethics in Workplace
The many benefits that arise from managing ethics in the workplace are:
• Attention to business ethics improves society.
• Ethical practice contributes towards high productivity and strong teamwork.
• Changing situations require ethical education.
• Ethical practices create strong public image.
• Strong ethical practices act as an insurance.
Characteristics of an Ethical Organization
• At ease while interacting with diverse internal and external stakeholder
groups.
• Obsessed with fairness.
• Individual responsibility, with individuals assuming personal responsibility for
actions of the organization.
• See their activities in terms of purpose.
Recognizing Ethical Organizations
Characteristics to identify an ethical organization:
• On the basis of corporate excellence
• In relation to the stakeholders
• In relation to corporate governance
Chapter 5
Marketing Ethics
Role of Marketing
• Positive role of marketing
• Negative role of marketing
• Voluntary adherence to high marketing ethics
• Ethics due to market compulsions
• Shift from emphasis on products to process
Defining Marketing Ethics
• Marketing ethics as a right or wrong action: Marketing ethics is a
standard by which a marketing action may be judged ‘right’ or
‘wrong’ .
• It can also be defined as how moral standards are applied to
marketing decisions, behaviours and institutions.
• Ethics and law
• Effect of time
• Tacit and explicit codes of ethics
In the Context of Indian economy
• Corrupt governments
• Archaic laws
• Lax implementation of existing laws
• Lackadaisical consumers
• Lack of competition
• Very few independent monitors
Areas in Marketing Ethics
• In product development
• In pricing
• In placing (distribution)
• In promotions (advertising)
• In other promotional activities (i.e. excluding advertising)
Beyond the Four Ps
Marketing ethics goes beyond the four Ps discussed above. A few
are mentioned hereunder:
• Keeping information about the stakeholders confidential.
• Follow ethical standards in marketing research/ intelligence.