Define and discuss three levels of organizational culture

Assignment Help Business Management
Reference no: EM13778949

Management Exercise

The CEO of Home Depot has appointed you to make recommendations and suggestions in order to get the company focused on his vision of customer service. You face the difficult task of changing the entire company's culture in order to focus the entire organization on the customer. How will you do it?

Read the Making a New Culture scenario.

After reviewing the scenario and studying Chapter 3, respond to the following two questions in an essay (introduction, body, and conclusion) format. Grading will be based on your ability to incorporate core ideas from the textbook and your ability to respond to each question in a detailed and structured manner.

Management Exercise Questions

Note: Minimum word count for each question is 200 to 250 words.

1. Define and discuss the three levels of organizational culture. In your view, what changes can be brought into the various levels of organizational culture at Home Depot?

2. Based on your review of the external environment of Home Depot, provide three recommendations to improve the company's culture in reference to customers.

Management Exercise

Making a New Culture

Home Depot stores used to be known for customer service. A host of friendly employees would help customers navigate a huge inventory, find exactly what they needed, and even provide detailed instruction. Those days seem long gone, though. Under the leadership of the former CEO, the company shifted its focus away from customer service to reducing inventory and cutting costs. Stores that once had an employee in nearly every aisle are now being manned by just a handful of employees, even during the busiest times. Customers who were used to getting helpful, personal attention can no longer find even a cashier, much less someone that can answer their questions on how to use a reciprocating saw.

Marvin Ellison, promoted to CEO in 2008, saw the disastrous results of Home Depot's lack of attention to customers. In the last three months of 2009, the company lost $54 million. To make matters worse, the company's reputation took tremendous hits. For many years, it routinely ranked near the bottom of the University of Michigan's American Customer Satisfaction Index, which compiles consumer evaluations of all major retailers. Even after Home Depot recovered in these rankings slightly, it still lagged far behind competitors like Lowe's and Ace Hardware. He had to listen to countless stories of how consumers would drive an extra 30 minutes, even an hour, to avoid going to Home Depot.

To turn things around, Marvin Ellison has committed to a new company vision-a culture that is dedicated to meeting three goals-clean warehouses, stocked shelves, and top customer service. He wants employees to set aside a portion of their shift to do nothing else but take care of customers. He wants to revise evaluations so that employee performance is reviewed primarily on the basis of customer service. He wants to give financial incentives to employees who provide great service. He wants to reduce the number of messages that stores and employees get from headquarters so that they can focus on customers. In short, he wants to restore Home Depot's reputation for providing the very best in customer service.

Reference no: EM13778949

Discuss the role of confidentiality

A nursing educator in Idaho had contact, through a student, with a female client who had chronic myelogenous leukemia. This form of leukemia can often be managed for years wit

Branch of the federal government

Could the federal government use the Commerce Clause from Article I, of the U.S. Constitution, to apply the ADA to Tiffany's restaurant and force her to widen her doors or b

Income taxes payable periods after the acquisition

A value assigned when the acquiree has operating losses in periods prior to the acquisition, the acquirer is able to carry those losses forward to offset its income taxes pa

Domination of one society by another

Colonialism is the domination of one society by another, so yes this is a clear example of a company from a rich society capitalizing on a poor society (Nowak & Laird, 2010)

Which carries a higher risk of a type i error

Which carries a higher risk of a type I error? Based on this experience, why do you think it's important to decide on the method before conducting the test? Based on your resu

Explain technology that would be beneficial to manufacturing

Your process team has been requested to identify technology that would be beneficial to manufacturing and service operations clients (e.g., SBS Seating and MLD Hospital).

Identified the trending and possible ethical concerns

Now that you have identified the trending and possible ethical concerns for your business, it is time to hold an HR training meeting! This week you are going to create an "I

Identifying and narrowing research paper topic

Describe methods to use in identifying and narrowing your research paper topic. Examine and summarize information from at least two scholarly sources for one of the topics th

Reviews

Write a Review

 
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd