FINAL PROJECT

Ethics Program Plan

BUS 309 - BUSINESS ETHICS

Dr. Hien Pham

Group 4
Luu Hoang Kieu Oanh 1332300072
Nguyen Phuong Thuy 1332300216
Pham Thi Ngoc Tram 1432300170
Tu Thien Thanh 1432300184
Contents
1) OVERVIEW ................................................................................................................... 2
2) PLAN ............................................................................................................................. 2
3) APPROACH................................................................................................................... 2
4) FORMAL SYSTEMS ...................................................................................................... 4
5) REWARD ....................................................................................................................... 5
6) MONITORING ............................................................................................................... 5
7) REPORTING ................................................................................................................. 6
8) INFORMAL SYSTEM ..................................................................................................... 6
References ........................................................................................................................... 7

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 1) OVERVIEW - Provide an overview of the company and its ethical issues.
 Company background
Eit’s - Le Coffee & Pastry is opened on 1-7-2016 and located in Becamex Hotel – Binh
Duong New City (Thi, 2016). Eit’s - Le Coffee & Pastry serves the variety of drinks which
from traditional coffee to imported coffee, tea, fresh juice, ice cream, mocktail and cocktail…
Besides drinks, foods and pastries are also the highlight of the restaurant. With comfortable
and spacious space as well as professional and friendly staff, Eit’s - Le Coffee & Pastry is
an appropriate place for many types of customers.

 Three major ethical concerns

 Using mobile phone in working hours.
 Keeping customer’s tip in their own pocket.
 Defaming the company after being warned.

 Three recommendations
 Training again and specify the terms in the contract.
 Attaching CCTV to observe staff during working hours.
 Creating an employee attitude assessment for the customer and a board to honor the best
staff of the month.

2) PLAN - Describe the overall new ethical program plan for the organization.
1. Proper selection of employees.
2. Organizational code of ethics.
3. Ethics training.
4. Structural and communication systems.
5. Comparing standards against actual behavior.

3) APPROACH - Explain the type of ethical approach that will drive the ethical
program and the organization: Values or Compliance.
1. Ethics training
To help employees identify and deal with ethical problems developing their moral
intuitions, which are implicit in everyday choices and actions (Sacconi, de Colle & Baldin:

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The Q-RES Guidelines for Management, 2002) (Ch.7 Ethics in Tourism and Hospitality
Industry, n.d.)

2. Creating a code of ethics

Set the tone for behavior in the workplace by creating a code of ethics. A code of ethics
establishes the values that are important to a business. The ethical principles based on the
organization's core values and the standards to which the professional is held. (Goldfield,
2015)

3. Establish a protocol
Include in your code of ethics instructions about how to report unethical behavior. For
example, set up an anonymous ethics hotline as well as a clear protocol for reporting, such as
requesting a private meeting with the appropriate manager or supervisor.
Delegating someone as far removed as possible sets a tone that the concern will be taken
seriously and creates trust in your company's ability to address the matter fairly. If retaining
an appropriate internal person isn’t an option, consider investing in an external HR partner
who can bring impartiality to the process. (Goldfield, 2015)

4. Empower employees
Grant staff the know-how to appropriately identify and handle ethics violations. Choose
to tie to ethical behavior some compensation incentives, such as an end-of-the-year bonus or
additional paid time off, to further increase the code's relevance to employees. (Goldfield,
2015)

5. Continuously review the code

Keeping the code updated is an important step in keeping a company’s ethics top of mind.
Each year, share copies of the code of ethics with every employee or communicate it through
learn or workshop.
Ensure that your employees confirm their understanding of the code by requiring them to
sign a form of acknowledgement afterward. In doing so, you’ll proactively set up an
atmosphere, reinforced by both formal and informal measures, that promotes the values
you’ve set forth. (Goldfield, 2015)

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 4) FORMAL SYSTEMS - Describe the formal systems that you envision for the
company:
 New vision
Becoming a leading of food and beverage with the best quality and service in Binh
Duong.
 New mission statement
“The pleasure of customers is the top criteria of Eit’s - Le Coffee & Pastry”

 The code of ethics

 Responsibility: Being responsible for company and customers.
 Honesty: Being honest and truthful, they do not mislead or deceive others by
misrepresentation. Do not lie, cheat, or steal.
 Trustworthiness: Being trustworthy and sincere in supplying information and in
correcting misapprehensions of facts.
 Accountability: Being accountable for the ethical quality of their decisions.
 Respect: Respect the rights and interests of all those who have a stake in their
decisions. (suffolk.police.uk, n.d.)

 Specific ethics training program

 Developing Ethics Codes.
 Developing an Ethics Program.
 Needs Assessment.
 Training Topics and Training Plan.
 Define the Trainees.
 Training Methods.
 Select the Trainer. (Ch.7 Ethics in Tourism and Hospitality Industry, n.d.)

 Performance evaluations
 To improve the training and the training instruction.
 To figure out what the problem is and what training is required to solve it.
 The trainees can meet the objectives of the training, and the training can solve the
original problem.
 Provide the evaluations. (Ch.7 Ethics in Tourism and Hospitality Industry, n.d.)

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 5) REWARD
There are some rewarding suggestions for café shop:
 We suggest that café shop should install a panel to show a standard waiter (Mack,
n.d.) at the counter and a touching screen to measure the quality serving by ranking
star and getting feedback from customer. If customers rate high star during a quarter,
whole staff can receive the bonus.
 In addition, we suggest café shop should install a best staff panel at the counter. If the
staff receive best staff for the month he can get the discount voucher or cinema ticket.
In addition, if he continuous to achieve best staff for 3 months, he can receive bonus.

 Reprimanded:
For reprimanded, we suggest that the café shop should warn him in case he continue to be
unethical. Because when he signs contract which is shown that he should follow the rule of
café shop, at the 1st or 2nd time we just warn him. However, at the third time he can be fired
or even punish (in case he bruits many times) (Mack, n.d.). In case he does private things or
does not give back tips to the box, there are camera to observe him if observer catches he
does it he probably gets warning from the manager. In addition, if he continues to does it the
manager can decide to reduce salary and not promote him next year.

 Discipline:
- Step 1: observing and getting feedback from camera and customers.
- Step 2: confirming the information.
- Step 3: announcing the 1st / 2nd warning to staff.
- Step 4: firing staff if he continues to tell bad things about café shop and reduce salary
if he continues to do private things in working time.

6) MONITORING - Suggest ways in which ethics will be monitored within the

organization
Using camera is the easiest way can help café shop to monitor their staff and increase the
self-conscious of staffs. The observer can observe the staff through the camera whenever they
want.
In addition, customer can complain or give feedback through café shop’s Facebook and
screen touching to rank the quality of service.

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 Other staffs are free to announce unethical actions of their colleague in case they have
evidence and it will be kept secretly.

7) REPORTING - Explain how employees should report unethical behavior within

the organization.
There are two steps to report unethical actions within the organization such as by:
 Make sure your information is reliable and correct: ensure the information is
important, be objective before announcing the information to others. (cvtips.com,
n.d.)
 Don’t discuss or mention with anyone who is not related: you may conscious or
simply want to tell someone outside, which may lead to negative image in other
collogue and become gossip if your information is incorrect. (cvtips.com, n.d.)
 Announce to supervisor or manager: when you are sure with the evidence of
information you can meet supervisor or manager to inform about it.

8) INFORMAL SYSTEM - Describe the informal systems you envision for the
company:
 With customer
 Being polite and friendly in communication.
 Keeping eyes on customers to be ready in case they need support.

 With colleague
 Be respect each other and so not gossip or do private things in working time.
 Supporting in emergency.

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References
Ch.7 Ethics in Tourism and Hospitality Industry. (n.d.). Retrieved from scribd:
https://www.scribd.com/doc/33011084/Ch-7-Ethics-in-Tourism-and-Hospitality-
Industry
cvtips.com. (n.d.). How to Report Unethical Behavior Without Disrupting Working Relations.
Retrieved from cvtips.com: http://www.cvtips.com/career-success/how-to-report-
unethical-behavior-without-disrupting-working-relations.html
Goldfield, B. (2015, 1 20). A Proactive Approach to Addressing Unethical Behavior in the
Workplace. Retrieved from Entrepreneur:
https://www.entrepreneur.com/article/241924
Mack, S. (n.d.). How to Enforce Ethical Behavior in the Workplace. Retrieved from
http://smallbusiness.chron.com: http://smallbusiness.chron.com/enforce-ethical-
behavior-workplace-20234.html
suffolk.police.uk. (n.d.). Code of Ethics: Supporting Documents. Retrieved from
suffolk.police.uk: https://www.suffolk.police.uk/sites/suffolk/files/003468-16_-
_code_of_ethics_summary.pdf
Thi, X. (2016). Khách sạn Becamex khai trương tổ hợp dịch vụ Eit's Le Coffee & Pastry.
Retrieved from http://baobinhduong.vn: http://baobinhduong.vn/khach-san-becamex-
khai-truong-to-hop-dich-vu-eits-le-coffee-pastry-a144309.html