BMGT 364 Session 4 - Organizational Culture

BMGT 364 Session 4 - Organizational Culture - BMGT 364...

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© Copyright 2010 Organizational Culture BMGT 364: Management and Organizational Theory Fall 2011; Session 4 Gosia A. Langa Department of Management & Organization
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© Copyright 2010 How do great companies  achieve extraordinary  results?  Culture and its critical  components  Some best practices  Zappos  W.L. Gore & Associates  Southwest Agenda
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© Copyright 2010 Culture and the Internal Environment Culture – the values, beliefs and attitudes shared by members of the organization. System of shared values about what is important, beliefs about the organization and its goals and practices that members of the company share. Provides a framework that organizes and directs people’s behavior on the job.
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© Copyright 2010 Let me introduce you …  Founded in 1999 CEO: Tony Hsieh Sold previous start-up for $265 million to Microsoft. He was unhappy with the culture. Amazon purchased Zappos in 2009 for $1.2 billion. Headquarters in Henderson, NV Warehouse in Kentucky About 2800 employees. Growing Every Year. Net sales over $1 billion in 2009. #1 Online Shoe Retailer Ranked 15 th best company to work for in 2010
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© Copyright 2010 Strategy focused on providing  best customer experience
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© Copyright 2010 Year Revenue 1999 Almost nothing 2000 $1.6 million 2001 $8.6 million 2002 $32 million 2003 $70 million 2004 $184 million 2005 $370 million 2006 $597 million 2007 $840 million 2008 $1 billion (projected) Zappos Revenue
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© Copyright 2010 Excellent Service = Repeat Business Time Percentage of customers who buy again within the next 12 months (Repeat Customers) Average number of purchases by customers over 12 months Mar-01 20.40% 1.50% Mar-02 27% 1.74% Mar-03 33.50% 1.96% Mar-04 44.60% 2.36% Mar-05 51% 2.53% Mar-06 51.30% 2.66%
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© Copyright 2010 Culture Defined in More Detail  The values, norms, beliefs, and practices that govern how an institution functions. Culture is, accordingly,
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