1、Customer Service Group11.5What is ethics?Genesis Focus Fundamental questions History ProfileWhat is business ethics?Profit maximization Social responsibilityDilemma？British Broadcasting CorporationBritish Broadcasting Corporation SCOTLAND SCOTLAND Yard is now Yard is now pursuing 340 pursuing 340 li
2、nes of inquiry lines of inquiry in the in the Jimmy Jimmy Savile Savile abuse abuse case involving case involving 40 potential 40 potential victimsvictims The key pointThe key point MediaMedia Another case(Princess Kate)Another case(Princess Kate)Immediate interest or long-Immediate interest or long
3、-term self-destructionterm self-destructionEthics will prevailEthics will prevailKeep ethics in heart Keep ethics in heart My name is Hisense Who have copied my homework?Hisense？Germany Siemens Hisense?Im Chinese or German?Beat a registered trademark.Is it smart business mind or commercial moral dec
4、ay?not come singly but in pairs ABC of CSRThe1235248 项韵项韵 LAWWhat is CSRElements of CSRCSR IssuesCase StudiesWhat is CSR?The EU defines CSR as a concept whereby businesses integrate social and environmental concerns in their daily operations and in their interaction with their stakeholders on a volu
5、ntary basis.Environment Consumers Employees Communities Stakeholders What is CSR?CSR is not an add-on to how business is run;it is increasingly at the core of how business does business.Its about very best business practice.Elements of CSRCSR issues 1.Environmental Protection 2.The Sustainable Devel
6、opment of Products&Services 3.Recycling&Saving Economy 4.Protect Rights&Interests of Clients&Consumers 5.Maintain Rights&Interests of EmployeesCSR issues 6.Stakeholder Engagement 7.Support Bottom of the Pyramid 8.Management Systems of CSR 9.Provide Education Opportunity 10.Supply ChainCase Studies 1
7、.GreenWood Forest Park GreenWood Forest Park,located in Felinheli,North Wales,was opened in 1993 as an environmental education centre all about trees and forests.GreenWood Forest Park Low or zero energy to run Low maintenance Require the use of visitor energy to enjoyGreenWood has made efforts to re
8、duce carbon footprint.GreenWood Forest Park The success of the case:It doesnt consume too much human capital and economic cost.The Small Cinema of Huayi华谊华谊“零钱电影院零钱电影院”The Small Cinema of Huayi华谊华谊“零钱电影院零钱电影院”The small cinema will become the place where childrens dreams begin.The plan will also open
9、 their understanding of the world.hank youTMoral behavior can inspire and encourage all staff enthusiasm for occupation the staff:Devoted loyalty law-abiding,honest fair competition collaboration innovationMoral behavior can prevent and inhibit the negative effects On the economic benefit and social
10、 benefit:Not onlyEconomic benefit.But alsoThe value of life;Social activities;Consumer interest;Community spirit;The natural ecological balance.Moral behavior can prevent and inhibit the negative effects on the Competition and cooperation:doTo improve the operation and management;Improve the quality
11、 of products;Reduce the cost of the goods.notDamage the interests of others Ensure the correct direction and the economic benefits of the best objective the company:Cohesive force;Driving force;Correct direction;Sustainable development.Ford Motor Company One of the Worlds Most Ethical Companies soci
12、al responsibility efforts；corporate governance and business practices；contributing to a better world and doing business in an ethical way.UPS(United Parcel Service)two slogans1.What can brown do for you?2.Fewer claims,more profits2011&2012 WME WME：worlds most ethical company(recognized by Ethishpere
13、 Institute)Ethisphere Institute：a leading international think-tank dedicated to the creation,advancement and sharing of best practices in business ethics,corporate social responsibility,anti-corruption and sustainability.Ethics Quotient(EQ):WME is settled by EQ score EQ score computing method Ethics
14、 and Compliance Program(25%)Reputation,Leadership and Innovation(20%)Governance(10%)Corporate Citizenship and Responsibility(25%)Culture of Ethics(20%) Logistics grows businesses Logistics build your businesses around customer satisfaction Logistics can take your business global Logistics make a car
15、bon neutral touring a reality For gift group,logistics isnt a luxury-Its a necessaryUPS is a success UPS is a global company UPS has branches in 200 countries or regions all over the world UPS is one of the most famous and valuable brand UPS transports 15 million packages or documents everyday 80%of
16、 the worlds population can be served by UPS within 48 hours UPS has 360000 employees and$42.6 billion in assetsWhy UPS is a success customer comes first is one of the most important factors As for UPS,customers would never be offenders or troublemakers but actually whom our livelihood depends on tha
17、nk you Ethics is the water of ProfitOnly clear and well maintained water could feed great fish.Ethisphere council Definition of ethical businessProfitEthisphere:“Microsoft is an ethical company”Corporate philanthropyCountinuous research on the leading edge of computer scienceEspecially excellent Cus
18、tomer ServiceGrand Challenges Explorations Funds Over 90 New ProjectGlobal HealthGlobal DevelopmentGlobal policy&advocacy United statesFar more than simple donation,But innovation in the long runCall up the nonprofits,businesses,and governments to whom we make grants Microsoft research bring ideas t
19、o realitySingularity leading the forefront of scientific community EngKoo make life easyRenlifang Customer serviceHow can we help you?Taught you step by step solutionsIn Time and multi form responseUser friendly interface for checking solutionsThe companies in good faith always has sustainble and in
20、creasing improved customer service.Integrity has been directly and closely associated with CS,only the ones with good customer service could attract regular or returned customers.summary A Company with high integrity could bring a win-win situations between him and the public.A successful company is characterized as most ethical one because of its everlasting innovation,charity to the public asking nothing for return.One of the best support on ethics may be considerate customer service.thank you
