Organizational Culture at Wal-Mart
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What is it about Wal-Mart organizational culture that would be appealing to someone?
·What values would Wal-Mart share with someone?
·Which of the seven primary characteristics of organizational culture does Wal-Mart embody? (Innovation and risk taking, Attention to detail, Outcome orientation, People orientation, Team orientation, Aggressiveness, Stability)
·Does Wal-Mart identified as having a strong or weak culture? Explain
·Is this culture ethical, customer-responsive, or spiritual?
·What do customers want and need (values) from Wal-Mart
Imagine you have been hired as the Client Services Director for Wal-Mart and have been charged with compiling a new set of customer service standards. (If you have already defined the organization as being customer-responsive, imagine you are devising the standards, which were originally used to create that excellent customer-responsive culture). Structure a set of customer service standards for the company, which encourage employees to provide the best customer service possible.
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Solution Summary
Organizational Culture at Wal-Mart is explored.
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·What values would Wal-Mart share with someone?
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The core values (which could be shared with someone) of Wal-Mart had been shaped by Walton. Walton wrote in his autobiography.
"The secret of successful retailing is to give your customers what they want. And really, if you think about it from the point of view of the customer, you want everything: a wide assortment of good quality merchandise; the lowest possible prices; guaranteed satisfaction with what you buy; friendly, knowledgeable service; convenient hours; free parking; a pleasant shopping experience. You love it when you visit a store that somehow exceeds your expectations, and you hate it when a store inconveniences you, or gives you a hard time, or pretends you're invisible."
The core of Wal-Mart culture consisted of three basic beliefs:
- Respect for the individual
- Service to the customers and
- Striving for excellence.
Walton devised a set of ten rules to help employees implement them.
Rule 1: Commit to your business. Believe in it more than anybody else. ... If you love your work, you'll be out there every day trying to do it the best you possibly can, and pretty soon everybody around will catch the passion from you ? like a fever.
Rule 2: Share your profits with all your associates, and treat them as partners. In turn, they will treat you as a partner, and together you will all perform beyond your wildest expectations. Remain a corporation and retain control if you like, but behave as a servant leader in your partnership. Encourage your associates to hold a stake in the company. Offer discounted stock, and grant them stock for their retirement. It's the single best thing we ever did.
Rule 3: Motivate your partners. Money and ownership alone aren't enough. Constantly, day by day, think of new and more ...
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