MODULE 307 BIBLICAL BUSINESS INTEGRITY FOR SUCCESS TODAY Contact Person Dr. Mario Denton Crown Financial Ministries Marketplace Programme Director for Africa Africa Director for FCCI (The Fellowship for Companies for Christ International) CEO STRONG MESSAGE BUSINESS CONSULTANT Let's keep the good marketplace vibes alive. Let's network. Tel (w) + 27(0) 82 88 29903. E-mail address: [email protected]Website: www.crown.org.za and click on marketplace E-mail address: [email protected]website: www.strongmessage.co.za 1
Skype: mario.denton Crown Financial Ministries Marketplace Programme Director for Africa E-mail address: [email protected] website: www.strongmessage.co.za Dr. Mario Denton Africa Director for FCCI (The Fellowship for Companies for Christ International) Contact Person 1
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MODULE 307BIBLICAL BUSINESS
INTEGRITY FOR SUCCESS TODAY
Contact Person
Dr. Mario Denton
Crown Financial Ministries Marketplace Programme Director for Africa
Africa Director for FCCI (The Fellowship for Companies for Christ International)
CEO STRONG MESSAGE BUSINESS CONSULTANT
Let's keep the good marketplace vibes alive. Let's network. Tel (w) + 27(0) 82 88 29903. E-mail address: [email protected] Website: www.crown.org.za and click on
Table of ContentsExploring the following aspects of integrity
1. Customer service2. Stewardship over time and treasure3. judging employees fairly4. Judging all situations fairly5. Listen effectively to understand every point of view6. Communicating openly and honestly7. Seeking both positive and negative feedback from others8. Encouraging feedback9. Flexibility, accommodating to new ideas10.Treating mistakes as learning opportunities
BIBLICAL BUSINESS INTEGRITY FOR SUCCESS
TODAY
“For the eyes of the Lord move to and fro throughout the earth that he may
strongly support those whose heart is completely his” (2 Chronicles 16:9 NASB).
“A good name is to be more desired than great riches” (Proverbs 22:1 NASB).
I. Introduction
A. What is integrity to you?
B. How do you measure integrity in others?
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C. What kind of integrity do you expect from others?
D. We will explore the following aspects of integrity
1. Customer Service
2. Stewardship over time and treasure
3. Judging employees fairly
4. Judging all situations fairly
5. Listening effectively to understand every point of view
6. Communicating openly and honestly
7. Seeking both positive and negative feedback from others
8. Encouraging teamwork
9. Flexibility, accommodating to new ideas
10.Treating mistakes as learning opportunities
2. Customer service
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“If someone forces you to go one mile, go with him two miles” (Matthew 5:41 NIV).
A. Who is the customer?1. External Customers ------------------------------------------------------------------------------------------------------------
B. Customer Empathy—understanding and meeting the needs of customers
“The purposes of a man’s heart are deep waters, but a man of understanding draws them out” (Proverbs 20:5 NIV).
1. Taking time to listen “He who gives an answer before he hears, it is folly and shame
to him” (Proverbs 18:13 NASB).
2. Customers may not understand what they want, or need“In addition to being a wise man, the Preacher also taught the people knowledge” (Ecclesiastes 12:9 NASB).
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3. Offering only effective solutions“They offer only superficial treatments for my peoples mortal wound” (Jeremiah 6:14 NLT).
4. Having the knowledge to apply to the customers needs“People without understanding are ruined” (Hosea 4:14).
C. Indicates customer service action proactively
“If you will be a servant to this people today, will serve them, grant them their petition, and speak good words to them, then they will be your servants forever” (1 Kings 12:7 NASB).
1. Establishing quality product and service level benchmarks
2. Measuring those benchmarks
3. Insuring those standards are met
4. If falling short, take action before customers complain
5. An absence of complaints does not necessarily mean an absence of lost customers
6. Innovation of new ideas before customers depart for better options
7. Settles issues with customers promptly
D. Committed to quality in service or products
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What word would describe how God makes things?
“And God saw all that he had made, and behold, it was very good.” (Genesis 1:31 NASB).
“Each man’s work will become evident, for the day will show it…”(1 Corinthians 3:13).
Why is quality important?------------------------------------------------------------------------------------------------------------
“And see that you make them after the pattern for them, which was shown to you on the mountain” (Exodus 25:40 NASB).
2. Monitor those standards
“He who tends the fig tree will eat its fruit” (Proverbs 27:18 NASB).
“They repair cracked walls with whitewash” (Ezekiel 22:28 NLT).
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3. Follow-through to insure changes are completed
“Watch yourselves, that you might not loose what you have accomplished, but that you may receive the full reward” (2
John :8 NASB).
4. Fair treatment and pricing
“You shall not have in your bag differing weight, one heavy, one light. You shall not have in your house differing measures, a large and small” (Deuteronomy 25:13-14 NASB).
“Let not the buyer rejoice nor the seller grieve…” (Ezekiel 7:12 NIV).
“You shall not distort justice, you shall not be partial, and you shall not take a bribe, for a bribe blinds the eyes of the wise and perverts the words of the righteous” (Deuteronomy 16:19 NASB).
Case Study – ABC Furniture Company
ABC Furniture owns seventeen furniture companies that manufacture and sell all
types of furniture to stores throughout the country. The company developed a
standard practice that all orders will be shipped within 25 working days.
DEF Company, a subsidiary of ABC, developed its own system of entering
orders and then confirming the expected shipping date with customers. Orders
are tracked, performance records are kept, and a report is generated confirming
that shipments are shipped within the agreed-upon dates.
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When DEF Furniture began experiencing production problems—everything from
manufacturing equipment breakdowns to a shortage of trained personnel—their
ability to meet their expected delivery schedule began to slip. Business was still
good, but the company’s performance was below standard. When orders were
placed, customers were told that deliveries would be made within 30 or 40 days.
Some customers agreed to this schedule, but others decided to cancel their
orders. When a customer accepted a later delivery date, the agreed-upon
shipping date was entered into the computer. But if a customer threatened to
cancel an order, the plant manager would adjust the production schedule, putting
those pieces ahead of other work, in order to meet the 25-day standard and
preserve the customer relationship.
In other cases when a customer threatened to cancel an order, the manager
agreed to a special discount, canceling material upgrade charges on some
orders. Then the order was placed with the longer delivery time and special
discount.
A senior manager from ABC Furniture who was reviewing operations was
appalled that the 25-day shipping standard was not being met. In response, the
DEF plant manager replied, “I don’t see why you’re upset; we have a 98 percent
success rate of shipping on or before the dates agreed upon with our customers.”
Questions:
Was the manager of DEF Furniture delivering furniture consistently on the
promised dates?
Was furniture being delivered consistently on the dates their customers wanted?
What three biblical principles of integrity were violated, and how?
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3. Stewardship responsibility
“…They could find no corruption in him, because he was trustworthy and neither corrupt nor negligent” (Daniel 6:4 NIV).
A. Effective Steward over time and treasure
“Know well the state of your flocks, and pay attention to your herds; for riches are not forever” (Proverbs 27:23-4 NASB).
1. Understanding what is happening
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2. Follow up when you get a whiff of problems
“Don’t try to avoid responsibility by saying you didn’t know about it” (Proverbs 24:12 NLT).
“And if an ox gores a man or a woman to death, the ox shall surely be stoned…but the owner of the ox shall go unpunished. If however, an ox was previously in the habit of goring, and its owner has been warned, yet does not confine it, and it kills a man or a woman, the ox shall be stoned and its owner shall be put to death” (Exodus 21:28-9 NASB).
3. Proactively maintain property and equipment
“If a man is lazy, the rafters sag; if his hands are idle, the house leaks.” (Ecclesiastes 10:18 NIV).
4. Make effective use of own time
“Teach us to make the most of our time, so that we may grow in wisdom” (Psalm 90:12 NLT).
B. Do what we say we will do
“Go ahead and confirm your vows, and certainly perform your vows” (Jeremiah 44:25 NASB).
“It is better that you should not vow then to vow and not pay” (Ecclesiastes 5:4 NASB).
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1. Keeping promises“Simply let your yes be yes, and your no, no…” (Matthew 5:37
NIV).
a. To Customers“Can I justify wicked scales and a bag of deceptive
weights? (Micah 6:11 NASB).
b. To Staff
“Hope deferred makes the heart sick” (Proverbs 13:12 NIV).
c. To vendors
“Do not withhold good from those to whom it is due when it is in your power to do it” (Proverbs 3:27 NASB).
d. To boss
“You shall not bear a false report…” (Exodus 23:1).
“He kisses the lips who gives the right answer” (Proverbs 24:26 NASB).
“So Samuel told him everything and hid nothing from him…” (1 Samuel 3:18 NASB).
e. To Colleagues
2. Following through to deliver on commitments
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“However, it is not a sin to refrain from making a vow, but once you have voluntarily made a vow, be careful to do as you have said, for you have made a vow to the Lord your God” (Deuteronomy 23:22 NLT).
a. Count the cost when making promises
b. Write things down
c. Near the end of the day, ask what items do I need to finish to keep promises?
d. Devise a follow up system that works for you
3. Settling agreed obligations timely
“But now you shrugged off your oath and defiled my name…” (Jeremiah 34:16 NLT).
4. Establishing planned goals and then accomplishing those goals
“The plans of the diligent lead surly to advantage, but everyone who is hasty comes surely to poverty” (Proverbs 21:5 NASB).
5. When we fail to deliver as promised
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“He who conceals his transgressions will not prosper, but he who confesses and forsakes them will find compassion” (Proverbs 27:13).
a. Confession
b. Making amends
c. Do not pass the consequences on to others when we have fallen short
d. Need to change our process to insure future improvement
C. Shares decision making with others
“The way of a fool seems right to him, but a wise man listens to advice” (Proverbs 12:15 NIV).
1. Customers
“Through presumption comes nothing but strife…” (Proverbs 13:10 NASB).
2. Staff
“Then David consulted with the captains of the thousands and the hundreds, even with every leader” (1 Chronicles 13:1 NASB).
2 Bosses
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“But we request of you, brethren, that you appreciate those who diligently labor among you, and have charge over you in the Lord and give you instruction” (1 Thessalonians 5:12 NASB).
3 Lateral colleagues
“Let us review the situation together…” (Isaiah 43:26 NLT).
4 Outside counsel
“Where there is no guidance the people will fall, but in abundance of counselors there is victory” (Proverbs 11:14).
5 Pride keeps us from counsel
“Pride comes before dishonor”( Proverbs 11:2).
D. Takes responsibility for actions and results
“The lazy person is full of excuses, saying, if I go outside, I might meet a lion in the street and be killed” (Proverbs 22:13 NLT).
A bad result + a good explanation does not = a good result
1. Complete understanding of reality
“Refuse foolish and ignorant speculations, knowing that they produce quarrels” (2 Timothy 2:23 NASB).
2. Responsibility can not be delegated
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“Don’t try to avoid responsibility by saying you didn’t know about it” Proverbs 24:12 NLT).
3. Accepting responsibility when things go badly is the first step to improvement
“Shall a talkative man be acquitted?” (Job 11:2 NASB).
“The way of the sluggard is blocked with thorns…” (Proverbs 15:19 NIV).
D. Readily confesses mistakes and makes amends
“He who conceals his transgressions will not prosper, but he who confesses and forsakes them will find compassion” (Proverbs 28:13 NASB).
“Settle matters quickly with your adversary…” (Matthew 5:25 NASB).
Case Study: Stewardship – Grocery Store
Bob and Nancy owned a small grocery store that specialized in quality and
selection of fresh fruits and vegetables. Customers enjoyed being able to
purchase items not available elsewhere, and the quality was always top-notch.
After 35 years of running the store, the couple decided to reduce the amount of
time they worked and allow their sons, Peter and Mark, to start taking over the
business.
Mark took the responsibility of going to the farmer’s market early in the morning
to select the new produce, and he made several changes in purchasing. First, to
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obtain lower prices and boost profit margins, he bought some of the exotic items
in larger quantities. As a result, these items remained on the shelf longer at the
store, and some lost quality. Mark also started buying regular produce, but of a
slightly lower quality, from different suppliers. The store’s retail prices, however,
remained the same. Peter was responsible for maintaining the store, and he also
made several changes. He turned up the temperature slightly in the cooler to
save money on electricity, and he stopped taking time each week to clean the
refrigeration units. He also reduced staffing by one employee, which resulted in a
cutback in cleaning—the floor was cleaned less often, the windows became a bit
dirty, and garbage started accumulating in the back storeroom. When restocking
the produce shelves, Peter and Mark tended to accomplish the task quickly, at
times bruising fruit or not having the merchandise well presented.
At first, a few customers commented that the quality had slipped a bit, and sales
fell slightly, but profits actually increased due to the lower cost of goods sold and
savings on electricity. Bob and Nancy, who stopped by the store infrequently,
questioned Mark and Peter about the slight drop in sales. The young men
insisted that customers were happy, and proudly pointed to the increased profits.
A year later, sales had dropped by 20 percent, and the perennially profitable
store was close to losing money. Several failures in the produce cooling system
had resulted in several thousand dollars of lost product.
307 J Are you willing to implement biblical ethics in business and live with fallout
307 K Ethics - Integrity
307 L Rationalizations We Often Make When Compromising Our Ethics
307 M Facing Tough Ethical Decisions?
307 N Eight Questions To Ask When Facing Ethical Decisions
Progress Report
James 1:22-25 “Do not merely listen to the word, and so deceive yourselves. Do what it says. Anyone who listens to the word but does not do what it says is like a man who looks at his face in a mirror and, after looking at himself, goes away and immediately forgets what he looks like. But the man who looks intently into the perfect law that gives freedom, and continues to do this, not forgetting what he has heard, but doing it-- he will be blessed in what he does.” (NIV)
Name and Number of Module ________________________________________
Steve Marr consults with business and organizations bringing a national and
international perspective to achieve improved vision, focus, quality, and
management effectiveness in today’s competitive environment. Effective practical
assistance is provided to the business person or ministry leader. Steve’s radio
feature “Business Proverbs is heard on worldwide, including armed Forces
Service radio
For more information visit www.stevemarr.org
Material adapted by Dr. Mario DentonMario is the International Field Continental Programme Director – Market-place
for Crown Africa, the Africa Director for FCCI (The Fellowship for Companies for
Christ International) and the CEO of Strong Message Business Consultancy. He
is an international teacher and industrial psychologist and uses his strong
academic and corporate background and his uniquely effective coaching to help
people tap into their inner being; to utilise their strengths and expand their skills
52
to make a difference in the workplace. He and his wife, Mariene, are based in
Cape Town, South Africa, and are blessed with three grown sons.
Copyright. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by an information storage and retrieval system without permission. Regarding permission to reprint material from this material, please write to Dr Mario Denton:
live your faith in the workplace, we helping to make it more effective of God’s
Kingdom on earth, then we at Crown Companies want to come alongside you
with support and equipping you.
Our mission and intention is to develop flexible training programmes and
processes to assist you in this regard
Imagine a workplace where ….. There were biblically-based, explicitly defined values Ethics and integrity are paramount Love and servant leadership governed relationships Pursuit of excellence was the norm Collaboration was sought but obedience and commitment to final
decisions wee followed Selfish ambition was nonexistent Accountability was enforced – in a supportive manner
START WITH A WORKPLACE MINISTRY IN YOUR CHURCHEquip your workplace leaders to become ministers
Helping them to become sensitive to the lost
Help the workplace leaders of your church get a vision for joining God in the
workplace ministry
Crown Companies: Become the
business leaders God intended you
to be
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Sometimes it is a matter of survival but you have to become the business leaders
God intended you to be.
The purpose of Crown Companies is to help business leaders:
Draw closer to God
Establish a committed and vibrant relationship with the Lord
Develop deep, meaningful relationships with like-minded peers
Learn what it means to run a company for Christ
Help other workplace leaders to do the same
This is accomplished through
Monthly leadership groups
Workplace conference
Materials and resources and Training on our website
Love the Lord your God with all your heart and with all your soul and with all your
mind and with all your strength.’ The second is this: Love your neighbour as
yourself. There is no commandment greater than these. Mark 12:30-31
Search the untold riches of the Bible to find scriptural perspective for operating a
company as a steward of Christ with like-minded peers and colleagues. Join a
small group facilitated discussions relevant to
Sales and marketing strategies
Effective time management
Cash flow and profit
Planning goals and implementation
Motivating people
Problems solving
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For my thought are not your thoughts, neither are your ways my ways, declares
the LORD. As the heavens are higher than the earth, so are my ways higher than
your ways and my thoughts than your thoughts Isaiah 55: 8-9
START WITH A SMALL GROUP DISCUSSION IN YOU AREADo you need someone to pray with you – someone who understands the pressures of running a company, someone who cares?
Do you desire to integrate your Christian faith into the daily operations of the business God has entrusted you?
For more information on a small group in you area contact Dr Mario Denton at [email protected]
And I say unto you, “ Ask , and it shall be given to you; seek and ye shall find;
knock, and it shall be opened unto you. For every one that asketh receiveth; and
he that seeketh findeth; and to him that knocketh it shall be opened. ‘. Luke 11:
Common dilemmas in the workplace Isolation: Feeling the pressure of being responsible for many people
Need encouragement but rarely received it
Need people that they can honestly communicate
Equipping the workplaceYou have an opportunity to make a difference in the workplace God has called
you. Meet monthly with other business leaders to receive instruction and training
from other top business speakers on how to integrate your Christian life into your
business
Form a small group of leaders who serve one another in a well-informed, support
group where burning issues like the following can be discussed
Develop a strategic plan tailored for each member’s business Developing an action plan for ministry Developing your company’s mission and vision Product and service excellence Giving back to the Lord Long term financial planning Building a high performance team Hiring smart Sharing your faith in the workplace Problem solving
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Customer service
START WITH A LIFE-CHAINGING SMALL GROUP DISCUSSION IN YOU AREA
Do you desire to integrate your Christian faith into the daily operations of the business God has entrusted you?
For more information on a small group in you area contact Dr Mario Denton at [email protected]
Building an Ethical Workplace – God’s Way
For Business and Professional People
Cape Town DATE: 21 September 2006
PLACE: Durbanville Conference Centre TIME: 08h30 – 16h30
COST: R200 per personCost includes meal and course material
RickBoxx, President and Founder of Integrity Resource Centre, is an internationallyrecognized author, speaker, management consultant, CPA,
former bank executive,and entrepreneur.
IntegrityResourceCentre is a non-profitministry that teaches and equips business leaders who have a
passion to leadwith biblical integrity, who are frustrated with ethical issues, or overwhelmedwith financial decisions. Through seminars, speaking
engagements, resources, andcounselling, Integrity Resource Centre is impacting workplaces forChrist. THE PRESENTER
Rick has authored “How To Prosper in Business…Without Sacrificing Integrity,” his latest 10 week small group study called “Work That Matters,” and authors a weekly broadcast email called Integrity Moments which reaches and impacts in excess of 1,000,000 leaders around the world. He has also been featured on nationally syndicated radio programs such as “Moody’s Mid-Day Connection,” “Life Perspectives,” and Crown Financial Ministries “Money Matters.” In addition to teaching Crown Ministries, “Business by the Book” workshop, Rick has spoken to numerous men’s ministry groups, churches, rotary clubs, and many other Christian and business organizations. Some of his most requested talks include:
Your Work Matters Walking with Integrity Business Ethics From a Christian Worldview Putting Your Money Where Your Faith Is Eliminating Debt Integrity in the Workplace
CONTENTS OF THE SEMINAR
Is God pleased with your workplace? Is your business known for its integrity…or its lack of integrity? This interactive workshop will use case studies, Bible teaching, and discussion to help you sharpen your integrity, and build a workplace with which God
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would be pleased, and with whom others will desire to do business. In this workshop you will learn:
Why integrity is important A biblical worldview on business ethics The formula for integrity at work Five pillars of integrity The 3 biggest challenges to an ethical workplace Practical steps to building integrity in your staff
A WORD FROM JAN STRYDOM – CONTINENTAL DIRECTOR OF CROWN
I had the privilege to meet Rick during November 2005 at the International Conference. I found him to be passionate for the Kingdom and very qualified to teach in the area of financial stewardship in the marketplace and especially in the area of "Integrity in Business". He has written a book in this regard and put together material to help the Body of Christ in this arena. I am therefore delighted when he agreed to come to South Africa to conduct a seminar for us - here in Cape Town, South Africa. I support and recommend this seminar to all persons in business and want to encourage you to attend - it will be a worthwhile investment.
With regardsJan StrydomContinental Director of Africa
TO REGISTER
Complete this document by clearly printing your details in the space provided below. It is important that one form is completed for every person that will be attending. Please fax this completed form with proof of payment to the following number: 021-9753050. More information, contact Tracey at 021-9750226.
PLEASE REGISTER BEFORE 17 SEPTEMBER 2006REGISTRATION DETAILS:
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