The Embodiment of the Highest Standards of Service and Business - Essay Example

Leading in Service Neutrality’ (Chick-fil-A) Table of Contents Table of Contents 2 Management Letter 3 ment of purpose of code of ethics 4 The Take of the Management 5 Leadership Responsibilities 5 The Company’s Background 5 Thesis statement 6 Company’s Mission Statement 6 Guiding principles 6 Core Values of Chick-fil-A Company 7 Mission statement 7 Coverage of Code of Ethics 7 Definitions 7 Standards for ethical behavior for Chick-fil-A Company 8 Implementation and Communication of the Code of Ethics 8 Enforcement and reporting 9 Reporting Violations 9 Penalty for Violations 9 Confidentiality and policy of the company on retaliation 9 Maintaining an ethically viable working environment 9 Conflict of interest 11 CONCLUSION 11 References 12 Management Letter Chick-fil-A Company Limited ATLANTA, GEORGIA 17th May, 2014 Dear Colleagues, Following the current business trends, there is no doubt that professional ethics has acted as the framework upon which business performance is evaluated. Any existing business can only realize successful operations based on the trust and confidence that the society has accorded to it. The sole source of this golden aspect is conducting our business with utmost professional ethics. Some businesses have collapsed in the recent past. The reasons behind such failures have been pointed to lack of professional ethics among their employees. Subsequent studies regarding these failures often show that unethical actions by a few or a single employee can impact negatively on the success of a company. Our business has been embedded on the foundation reputation based on trust and confidence from our customers. Similarly, the historical good performance of our business has been enhanced by the emphasis on quality service provision to our customers. We therefore need to strengthen our reputation by endorsing a comprehensive code of ethics for our company. This will ensure that certain gaps in various aspects of service delivery are addressed effectively. Since the success of our business is reputation dependent, we have a responsibility of ensuring that our reputation is fully protected. We are demanded to carry out our underlying business with integrity and ensure that our actions conform to our customers’ expectations. The ultimate solution to this is the adoption of the code of conduct that will guide us in the achievement of our dream. The top management is committed to compliance to this code of ethics. Yours sincerely, Johan Smith Chief Executive Officer INTRODUCTION Statement of purpose of code of ethics The owners of Chick-fil-A have decided to adopt his code is to incorporate professional ethics in the daily activities of our company. Professional ethics ensures quality service provision, conducting business with utmost integrity and the ultimate treatment of our customers with respect they deserve. Consequently, the reputation of the business shall be enhanced. The code of ethics is thus intended to enhance the reputation of the business, a factor that acts as a prerequisite to the success of any profit making organization (Walker, 2008). Code of ethics is a document that clearly defines that accepted behavior of employees in an organization and the relationship that exist between the business and its external environment. The code of ethics outlines the acceptable behavior of the employees while serving the customers. It provides for the actions against employees who violate such set codes of ethics. Within the modern business organization universe, the accomplishment of any underlying business depends on the reputation of that particular business in the society. The reputation of a business is built upon the practice of professional ethics that further inculcates trust and confidence in the customers. The failure to have a guideline of professional ethics has seen many companies reporting low profits and the permanent collapse of others. This trend has necessitated the adoption of code of ethics in companies and other medium and small businesses to act as a guideline for professional conduct of their employees (Walker, 2008). The Take of the Management The top management is fully committed to ensuring that the business reputation is enhanced and upheld for the good of the organization. They are committed to the realization of the business core values and maintenance of high standards of service delivery and the employees’ cooperation is encouraged henceforth. Leadership Responsibilities You are held accountable and responsible for the required compliance with the laws and regulations in relation to ethical conduct of business. The organization expects every employee to offer quality services indiscriminately to ensure that the reputation of the company is not degraded by abstaining from such actions that lower dignity and integrity of the company (Jennings, 2012). The Company’s Background Chick-fil-A is a family-owned company founded on the Christian values. Its establishment can be dated back to 1946 when the first restaurant was launched by Truett Cathy in Georgia. The company has realized a steady growth since 1967 and is currently the second largest restaurant chain in the United States with its presence felt in about 39 states. The company has embarked on corporate social responsibility through the provision of scholarship opportunities and its support for charities. The company deals in fast food such as chicken sandwiches among other chicken related forms of meals (Jennings, 2012). Thesis statement The current economic environment is so dynamic and competitive that professional ethics in business practice has become a fundamental tool for accomplishing any business organization. Therefore, any business that does not prioritize professional ethics in offering service to its customers has no place in the current modern world where consumers are the kings (Jennings, 2012). Company’s Mission Statement Chick-fill-A will the best service and product destination for its customers, the provision of our services shall be universal and prompt. Guiding principles The following seven guiding principles will enable the evaluation of the relevance of our decisions: Respect and value all our customers regardless of age, gender and religion and aspire to deliver to them high quality service at affordable prices. Respect and value our employees for their enormous donations in an effort in order to certify the accomplishment of our organization. Appreciate the complements of our consumers and take their complaints with the serious attention that such complaints deserve. Recognize professional ethics as the derivative of profitability of the company. Aspire to embrace religious diversity as a critical component of ensuring reputable business image. Looking forward to inaugurating an eternal association with all our customers to ensure loyalty and the subsequent future success of the business Participate in the corporate social responsibilities and extend charity to the community regardless of age, sex, and religious beliefs. Core Values of Chick-fil-A Company Our company embraces the following core values; Quality, Respect, Integrity, Respect, Responsibility, Reputation and Service to Humanity. Mission statement To be the most preferred destination for non-discriminative quality service. Coverage of Code of Ethics This prevailing code of ethics shall solely apply to all employees of Chick-fil-A Company ranging from top level managers down to the casual workers. All our employees shall take personal responsibility for any aspect of failure to act as the dictates of this code of conduct. These include managers and all other employees. Definitions Managers means the executive employees of the company charged with the responsibility of the managing the affairs of the company. Other employees refer to permanent and casual employees who take part in the day to day operation of the business operations. Standards for ethical behavior for Chick-fil-A Company All employees shall not treat customers unfairly or discriminatively, such as offering preferential treatment to a certain group of customers, for example, offering services to Christians only. All employees shall not use their positions to intimidate customers in any manner, for example, harassing customers in the course of service provision. All employees shall not ignore any complaint regarding all aspects of quality of service delivery such as respect, friendliness and dignity. Implementation and Communication of the Code of Ethics The implementation this code shall follow the following steps: (1) the code shall be endorsed by the top management. (2) The management will develop a strategic program that shall ensure incorporation of the all aspects of the code into the daily routines of the company. (3)The code shall then be availed in both portable and readable form to the current and future employees of the company. (4) The company shall then receive the reactions of the employees of the various aspects of the code and their concerns addressed accordingly. (5)The managers and all other employees shall affirm their understanding of the code. (6)The code shall then be attached to all obligations of the company with emphasis on the disciplinary actions against its violation. (7)The compliance office shall then be expected to roll out education and training programs. (8) The company shall certify that the underlying copy of the code of ethics of our company appears on the annual report documents. The code shall be distributed via email to all the branches and hard copies produced for each employee (Hollowell, & Miller, 2007). Enforcement and reporting The code highlights the lines of reporting the violations and the consequences of such unethical actions thereof. Reporting Violations An employee should report any act of violation of the code of conduct to the immediate supervisors, or if viewed inconvenient, he or she ought to report the prevailing matter to the underlying Compliance Officer of Chick-fil-A Inc. The Company shall ensure the confidentiality of such reports of violation (Walker, 2008). Penalty for Violations An employee upon violating the code of conduct that has been developed on the helm of existing laws and regulations shall be subjected to disciplinary actions that may comprise suspension, demotion and subsequent dismissal of the employee(s) involved (Walker, 2008). Confidentiality and policy of the company on retaliation Any information received on potential violations of the code shall be handled carefully to ensure confidentiality and proper investigation. It is against the policy of Chick-fil-A Inc. to retaliate against anybody who report such acts. If found, you will be subjected to the disciplinary measures that may lead to your dismissal (Jennings, 2012). Maintaining an ethically viable working environment Discrimination: Chick-fil-A is committed to upholding an environment that is discrimination-free with regards to religion, gender, age, sex, disability or any other factors that are not related to legitimacy of our business interests.  It is our responsibility to employ fair and legal policies on human resource and practices in all elements of employment, inclusive of employing, contracting, assessment, training, chastisement, career enlargement, compensation, advertising and termination. Sexual harassment: Chick-fil-A Inc. never tolerates sexual harassment of any nature. For instance, asking for sexual favors, irritating sexual advances are unacceptable. Environmental conservation: Chick-fil-A Inc. promotes the use of environmental friendly products and is committed to designing programs that mainly aimed at enlightening the prevailing public on the significance of environmental conservation. Drug and substance abuse: Chick-fil-A Inc. is building operating surrounding that is devoid from drug and substance abuse. It is therefore intolerable to use abuse drugs while within or on any property of Chick-fil-A Inc. The employees are forewarned of reporting to work while under influence of drugs or alcohol for that matter. Health and safety: The Employment Act has outlined the various aspects of the relevant laws regarding health and corresponding security of the workers at work. In addition to these, Chick-fil-A Inc. is committed to mainly ensuring that its underlying workers operate within a secure environment that does not pose any health hazards. The employees are always provided with the necessary safe tools and equipment to reduce the levels of risks associated with the nature of their duty. Detailed policy of employment: Chick-fil-A Inc. is committed to fair employment practices at all place of work. The employees are therefore required to comply with all laws relating to labor and employment in general. Safety of employees at workplace: Chick-fil-A Inc. values the safety of its employees and never allows violence or violent threats within its premises. Thus, keeping any weapon within the premises of Chick-fil-A Inc. is forbidden even on the condition that one holds legal permit for such weapons. Conflict of interest In regard to the circumstance that an individual encountered with the challenge of self-interest while pursuing the activities of the company, the interest of Chick-fil-A Inc. prevails. The conflict of interest often arise in the procurement of the acquisition of facilities, engagement in the arms-length transactions with the third parties, gifts, company sponsored activities, external activities such as corporate social activities, an attempt to engage in a business that deals in similar products to those of Chick-fil-A Inc., and the acts of self-interest associated with the engagement with the suppliers, contractors and other professional service providers such as the auditors (Hollowell, & Miller, 2007). CONCLUSION In summary, the adoption and implementation of code of ethics in organizations is of great significance. The accomplishment of any prevailing business organization within the present dynamic economic world requires the code of ethics to guide its employees on the right path of enhancing the reputation of the business. Reputation of the business is fundamental to its success. References Hollowell, W. E., & Miller, R. L. R. (2007). Study guide to accompany Fundamentals of business law: Summarized cases, seventh edition [by] Roger LeRoy Miller, Gaylord A. Jentz. Mason, Ohio: Thomson / West. Jennings, M. (2012). Business: Its legal, ethical, and global environment. Mason, OH: South- Western Cengage Learning. Stanwick, P. A., & Stanwick, S. D. (2009). Understanding business ethics. Upper Saddle River, NJ: Prentice Hall. Walker, J. R. (2008). The restaurant: From concept to operation. Hoboken, N.J: John Wiley & Sons. Read More