Ethics, Integrity, and Aptitude 20 – Key Concepts (Flashcards)

Flashcards cover core concepts from chapters on work culture, governance, service delivery, integrity, and leadership. Each card defines a key term and its relevance in ethical governance and organizational behavior.

Work culture

The mix of beliefs, values, attitudes, behaviors, norms, practices, and interactions that shape how work is done and the employee experience in an organization.

Values

Core beliefs that guide decisions and actions; the compass or script that shapes workplace behavior and priorities.

Kaizen

Continuous improvement philosophy; no job is too small to be done better; emphasizes constant, small improvements (e.g., in Japan's manufacturing culture like Toyota).

Communication

Flow of information in an organization; open, transparent channels and feedback that reduce rumors and improve collaboration.

Leadership

The guidance that empowers, supports, and directs employees; a leader knows the way, goes the way, and shows the way.

Work environment

The physical and social space of the workplace, including layout, lighting, and ambiance, which affects productivity and well-being.

Employee engagement

The level of commitment and involvement of employees; high engagement correlates with higher performance and innovation.

Collaboration

A culture that fosters teamwork, idea-sharing, and collective problem-solving rather than isolated effort.

Janteloven

Scandinavian concept: discourage boasting, encourage teamwork and equality to boost collective success.

Innovation

The process of generating and implementing new ideas; cultures that encourage fresh thinking and creative problem-solving.

Brand reputation

The market’s perception of a company, shaped by its culture, behavior, and performance.

Accountability

Responsibility to explain results, own mistakes, and meet commitments; builds trust and drives performance.

Bureaucracy

Overly rigid rules and procedures that slow decision-making and hamper efficiency.

Excessive political interference

Too much external political influence that disrupts professional decision-making and governance.

Corruption

Abuse of entrusted power for private gain; defined as bribery, embezzlement, or abuse of office.

Gift vs bribe

Gift: voluntary gesture with goodwill and no strings; bribe: a gift or payment intended to influence a decision.

RTI (Right to Information)

Citizens’ access to information held by public authorities to promote transparency and accountability.

Direct Benefit Transfer (DBT)

Directly linking subsidies to beneficiaries’ bank accounts via Aadhaar/official records to reduce leakage and duplication.

Single window

One-stop access to multiple government services at a single point to reduce multiple visits and queues.

Citizens charter

Public promises of service delivery; legally enforceable in some states, with time-bound delivery and grievance redressal.

Quality management

Maintaining minimum quality standards in specific areas; standards-based, targeted improvement of particular processes.

Total Quality Management (TQM)

Organization-wide approach where all employees participate to exceed customer expectations; holistic and cross-functional.

Six Sigma

Quality improvement methodology aiming for near-perfection by reducing defects; uses DMAIC cycle (Define, Measure, Analyze, Improve, Control).

DMAIC

Five-step problem-solving framework: Define, Measure, Analyze, Improve, Control; used to improve processes and reduce defects.

DEI (Diversity, Equity, Inclusion)

Principle and practice of building a deliberately diverse, equitable, and inclusive workplace to boost creativity and innovation.

Hybrid and remote work

Work arrangements where employees split time between the office and remote locations or work entirely from home.

Well-being programs

Initiatives to support mental and physical health (e.g., wellness reimbursements, gym memberships, stress management).

Reskilling

Updating and expanding employee skills through training and development to stay current and competitive.

Outcome-oriented productivity

Focusing on results and value delivered rather than hours logged; productivity judged by outcomes.

Customer-first vs employee-first (Richard Branson)

Idea that treating employees well leads to better service and customer loyalty; employees come first to drive long-term success.