Workplace Observation a look at Organizational Culture Every organization, whether being a construction agency, a retail store, a manufacturing plant or a government agency has its own unique culture. Organizational culture is the collection of shared values, beliefs, rituals, stories and myths that foster a feeling of community among organizational members. The culture of an organization is in most cases, the reflection if the deeply held values and behaviors of a small group of individuals.
In a large organization the Chief Executive Officer (CEO) and other executives will shape the culture. In a small company, the culture may flow from the values held by the founder. A Growing number of organizations are creating vision statements that direct the energies of the company and inspire employees to achieve greater heights. Once a vision statement is created, leaders must help every employee see the connection between the employee’s job and the organizations vision. Senior management must serve as “cheerleaders” to unify employees behind the vision. Bank of America
Bank of America is one the world’s largest financial institution with customers in 175 countries worldwide. In order to service clients from different countries better, Bank of America employs associates from all different cultures, ethnic backgrounds and religious beliefs. The company has a diversity, environment, recreation, speaking and volunteer network. These networks show the company’s respect and dedication to its associates and the community. As an equal opportunity employer, Bank of America has rules and regulations setup and a management team to enforce these policies.
The board of directors at Bank of America provides oversight of the company’s activities and constantly works to improve and build on the company’s strong corporate practices. The company’s management processes, structures and policies help ensure compliance with laws and regulations and provide clear decision-making and accountability. Corporate culture is also very important. Bank of America has a set of core values that is incorporated into the company’s standards. One of these standards is Teamwork which is one of Bank of America’s core values and is constantly used in the company’s day to day functions.
Bank of America created Team Bank of America that associates can work together. Team Bank of America encourages professional career development, community improvement, and creates activities for associates and their family members. An important role that Team Bank of America plays is the events and educational programs created to help associates improve leadership, management and communication skills. Some of these skills include budget management, conflict resolution, delegating, people management, organization, and interpersonal skills.
The mission of Bank of America’s NCG (Network Computing Group) “is to provide effective and efficient technology solutions to create a competitive advantage for our business partners. ” The NCG group is responsible for providing technological services to all of the different business partners and divisions. The NCG group constantly develops new systems and networks to meet the organizations needs to remain competitive. A recent development was having a system that would automatically merge client’s who had multiple profiles in the bank.
This would decrease the time to search for an account and the amount of time to service the client. This in turn creates a positive client experience and saves the company money by reducing the talk time. Within every organization, acronyms are used all the time. Bank of America is not any different. Using acronyms saves a lot of time in meetings, emails and communications. Many times it becomes a habit and clients or vendors listening would be confused trying to understand these acronyms.
At certain times it is okay to use these acronyms but associates need to understand when and where it is appropriate. This applies also to the dress code as well. As a financial institution, it would not be good for business if financial advisors and regional executives came in to work in jeans with holes and flip flops. First impressions are everything. Bank of America expects associates to be courteous, professional and knowledgeable to their clients. Have a dress code and enforcing it makes their associates act, look and feel more professional in the workplace even in a call center.
Throughout different banking locations and business buildings, Bank of America displays the history of the company with pictures, timelines and stories of how the company evolved and progress into what it is today. The displays also show the different non-profit organization and employee events sponsored by the bank. This provides background for associates and clients to learn more about the company and its dedication to the clients, associates and shareholders. Sunset Parking Services Sunset Parking Services (SPS) is a full service parking Management Company located in San Diego.
SPS is broken down into different parking divisions. These divisions include special event parking, Parking lot management, and valet services. We will use the valet division as an example of how communication works within SPS. Starting at the bottom, an account manager (restaurant location) has a team of valets he or she is in control of. An account manager then communicates any information with a district manager who usually looks over seven to eight accounts. The next manager in communication is the valet division manager who is responsible for all accounts. All division managers then report to the CEO.
SPS has a very clear mission statement which includes providing improved access to parking in a safe and welcoming environment. SPS stresses to all employees to be extremely friendly and provide a quick and reliable service. All employees are required to take a class before they begin working so they know the company’s missions and objectives. During these meetings another serious topic is discussed at great lengths to all employees. That topic is ethics and behavior at the workplace. The parking industries biggest problem is from employees stealing money mostly because it is easy to steal and get away with it.
SPS counters this by having a zero tolerance policy for anyone caught stealing. They preach to all employees the value of being honest and carrying themselves as professionals who are proud of their job. Along with being professionals and being proud of what the employees do comes a certain way to present the employees. All employees have a strict dress code there are to adhere to. Different locations have different rules but for the most part everyone is held to the same standard. Some of the rules include no facial hair, no visible tattoos, white shoes, black belt with the shirt tucked in.
Other standards are no cell phone usage, and no cursing of any kind. These are some simple rules but they will make a company and its employees come off as professionals. Although not in a traditional way technology has affected the care in valet’s park cars. This is not due to a new computer program but rather the way car keys are now made. Only a short time ago keys were easily replaced for a minimal cost when a key was lost. Many cars now keyless and a small device is used to open and start cars. These keys are expensive, sometimes costing 500$ or more to replace.
SPS now has had to stress key safety and have had meetings with its employees to discuss how to cut down on any incidents relating to losing or damaging keys. Safer practices have been put in place and employees are now more liable for the mistakes they make when dealing with these new key Barnes & Noble, Inc Barnes & Noble, Inc. is one of the largest booksellers in America. Barnes and Nobles bookstore is a Fortune 500 company, with 800 up and running bookstores in all 50 states. Barnes & Noble is the nation’s top bookseller brand for the fifth year in a row according to the EquiTrend Brand Study by Harris Interactive.
Following the success of Amazon’s e-commerce, Barnes and Nobles became pioneers in the economic market; they pioneered the concept of the book superstore! This incorporated music, books, DVD’s, games and magazines with a comfortable setting that included specialties such as internet cafes, relaxing ambiance resulting in as unique set where many cultures and religions would collide. They also have one of the second largest coffee houses in the United States. Barnes and Nobles offers a great atmosphere for communities to spend leisure time.
Many states have made Barnes and Nobles anchors in their communities due to the vast amount of attraction to its features. College students love the eclectic atmosphere offered by Barnes and Nobles. From its cultural diversity, to its social sphere and its wide range of books are all features that are attractive to college students. Barnes and Nobles is a major leading e-commerce mega channel. Many people love to have the luxury of shopping online; ordering out-of-print books or just browsing genres of music to different DVDs and games and Barnes and Nobles offers this luxury to all its ustomers. Its online website is known for its wide-in-stock selection of in-print book titles. They have access to over-thousands of titles for quick delivery, Barnes and Nobles is supplemented by more than 30 million listings from its national network of rare, used, out of print book dealers. Barnes and Nobles attract visitors from all over the world. The attract millions of visitors each month from over 200 counties. Barnes and Nobles is a known leader in the specialty retail category for customer satisfaction according to the 2007 American Customer Satisfaction Index.
Just like all moral, ethical organizations in the industry, Barnes and Nobles has a mission statement, their mission is “to operate the best specialty retail business in America, regardless of the product we sell. Because the product we sell is books, our aspirations must be consistent with the promise and the ideals of the volumes which line our shelves”………… Above all, we expect to be a credit to the communities we serve, a valuable resource to our customers, and a place where our dedicated booksellers can grow and prosper.
Toward this end we will not only listen to our customers and booksellers but embrace the idea that the Company is at their service” The Ritz Carlton Hotel The Ritz Carlton Hotel has 100 years of history with an outstanding credo and commitment to service to all guests. With 70 hotels worldwide in 23 countries and many new locations soon to open with a number of employees of 32,000 that is still growing as each location opens. The Ritz Carlton’s Gold Standards are the foundation of the company; Credo, Motto, Three steps of service, Service Values, 6th Diamond, and Employee Promise. The Credo Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. Pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. Ritz-Carlton experience enlivens the senses, instills well-being. And fulfills even the unexpressed wishes and needs of our guests. Motto Ritz-Carlton Hotel Company, L. L. C. , “We are Ladies and Gentlemen serving Ladies and Gentlemen. ” This motto exemplifies the anticipatory service provided by all staff members. Three Steps Of Service 1.
A warm and sincere greeting. Use the guest’s name. 2. Anticipation and fulfillment of each guest’s needs. 3. Fond farewell. Give a warm good-bye and use the guest’s name. Service Values: I Am Proud To Be Ritz-Carlton 1. I build strong relationships and create Ritz-Carlton guests for life. 2. I am always responsive to the expressed and unexpressed wishes and needs of our guests. 3. I am empowered to create unique, memorable and personal experiences for our guests. 4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique. . I continuously seek opportunities to innovate and improve The Ritz-Carlton experience. 6. I own and immediately resolve guest problems. 7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. 8. I have the opportunity to continuously learn and grow. 9. I am involved in the planning of the work that affects me. 10. I am proud of my professional appearance, language and behavior. 11. I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets. 12.
I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment. The 6th Diamond Mystique Emotional Engagement Functional The Employee Promise The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened. All the Ritz Carlton Hotels make it a point to be involved in community footprints and some of the programs are hunger and poverty relief, well-being of disadvantaged children, and environmental conservation. There are many other local community activities and fundraisers that each Ritz Carlton hotel is involved in their local area as well. All employees are required to abide by a strict dress code whether they are in uniform or business casual or professional. Only one pair of earrings is allowed and no facial piercings. No tattoos are to be exposed. No dark colored nail polish on fingers.
Personal hygiene is a must. Gentlemen must not have excessive facial hair growth. No skirts can be shorter than two inches above the knees. All employees must enter building thru the employee entrance. The front entrance is only for the General Manager and guests only. The Kellogg Company In 1906 Will Keith (W. K. ) Kellogg and his brother Dr. John Harvey Kellogg invented the flaked cereal and entered into the breakfast cereal business. He found that he could make a tastier cereal using the corn grit or “sweet heart of corn. ” With his introduction of a breakfast cereal many Americans started to change their eating habits.
They changed from heavy fat rich breakfast to grain based foods which were lighter. In 2007 the Kellogg Company had sales topping 11 billion dollars. The organization can be found in 180 countries and are manufactured in 17 countries worldwide. In order to become the world largest in any field many other aspects of the organizations cultures must be taken care of. The Kellogg Company vision and mission statements establish the company concentration on sustainable growth, their broad definition of sustainable responsibility and the true strength of the company, their people and their brands.
The vision is inclusive and it includes all the different stakeholders which include shareowners, employees, customers, consumers and the community. The mission statement shows where the business is presently and where it will like to be in the future At the Kellogg Company their ethical standards and behavior (Code of Conduct) starts at the top and flows down. Great value and importance is stressed to organizations and those that are in leadership to advance good ethical conduct. Within the company the phrase “tone at the op” refers to the commitment of high leadership to abide by the Kellogg Company’s Code of Ethics and conduct policies. The Kellogg Company is committed to having a diverse workplace. This is done by supporting a diverse work force. The organization provides an inclusive place of work where every employee can contribute their best. From the company’s diverse workforce comes the strength that comes with each employee that aids the organization in sustaining success. Kellogg also promotes diversity in the companies that they do business with.
As part of company policy Kellogg’s respect for and places diversity as a valuable asset of the company. Diversity helps the organization make decisions and aid the company service a great variety of markets internationally In an organization that has its beginnings in the early 1900’s the Kellogg has a huge variety of stories and symbols. In 1910 the company Waxtite packaging this was breakthrough technology at that time. In 1914, Kellogg’s first foreign cereal facility in Canada was opened. During the Great Depression W. K> Kellogg increased his advertising spending during that time and Kellogg’s cereal grew in sales.
He also cut back the hours for three shifts and added a fourth shift spreading the company’s payroll to more workers. In 1940, in support for the wartime effort Kellogg’s made K-rations for the American forces. Also the company’s engineers used the company’s machine shop to make parts for the Manhattan Project which was the codename for the atom bomb project in 1945. As a result of these efforts the company received the Navy and Army Award for excellence. Of all of the company’s advertising icons Tony the Tiger has to be the most recognizable.
He was introduced in 1950. In the 1970’s Kellogg’s became the first cereal company to voluntarily list the amount of sugar in its cereal on the side of the box. The Kellogg Company has a long history that is filled with historical and very entertaining stories. In conclusion, each organization has a unique culture that entails a mission, a vision, and a distinct set of beliefs and values. In contrast, each organization values different aspects of its culture. For example Bank of America highly values teamwork where as Barnes and Nobles highly values customer service.
The Kellogg’s Company has a long history of stories and myths that promote a feeling of community among its organizational members. The Ritz Carlton Hotel understands that in today’s workforce, economy relationships are often more important than products. Patience and a caring attitude are two important characteristics needed by the Ritz Carlton Hotel service employees. When organizations incorporate the fun-loving, human spirit into their culture, they are asking for positive labor management relations and customer service that is often superb!