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Nordstrom Culture

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Nordstrom Culture

  1. 1. NordstromCulture By Leah Snider
  2. 2. Whatisaculture?
  3. 3. Organizational culture is a system of shared assumptions, values, and beliefs, which governs how people behave in organizations. These shared values have a strong influence on the people in the organization and dictate how they dress, act, and perform their jobs.
  4. 4. DealandKennedy’sStrongCulture 1. Values ○ The beliefs and visions that the employees hold for organization 2. Heroes ○ individuals that exemplify organization’s values 3. Rites and Rituals ○ ceremonies through which an organization celebrates its values 4. Communication System ○ through which cultural values are instituted and reinforced
  5. 5. Values
  6. 6. CustomerExperience ● Nordstrom puts a high value on customer service ● All customers should have a great experience in the store, online, or on the phone ○ In store, employees call the customer by name and are fully attentive through check out. Stores have music playing to create ambience. Visual displays help create a shopping experience for the customer. ○ Nordstrom.com is well put together and easy to navigate ○ All phone calls lead to a real person, not an automated voice
  7. 7. heroes
  8. 8. NordstromHeroes ● The three brothers Blake, Pete and Erik Nordstrom are third generation Nordstrom Co-Presidents ● This family run business has been around for 114 years ● Since the beginning of the company, the emphasis has always been customer service ● They operate 303 full-line stores and 117 rack stores
  9. 9. rites
  10. 10. RitesandRitualsatNordstrom ● There are many ways in which Nordstrom celebrates its employees and management ● Saturday mornings before the store opens, management holds “rallies” to get the employees excited ○ Management celebrates the top selling employees of the week ○ They hold contest for the upcoming week between departments ○ They give awards out to top sellers and make them Nordstrom Allstars ○ Employees have the chance to win a free drink from the Cafe
  11. 11. communication system
  12. 12. InvertedPyramidof Management
  13. 13. Communication-InvertedPyramid ● A metaphor for reversal of traditional management practices ● Put the customer on top of the pyramid, they are the first priority and most important ● Employee has great power of decision making ● Manager becomes facilitator team effort in departments ● Manager becomes coach and mentor to employees
  14. 14. communication ● Communication is informal at Nordstrom ○ Communicate in break rooms, lunch areas, walking around store, text and email with co-workers ● Employees are encouraged to reach out to all sources for help and direction ○ Reach out to HR with issues ○ Ask Service Experience for help
  15. 15. Questions
  16. 16. Questions 1. Nordstrom’s inverted pyramid is unique to their company. Should more companies take on this approach to management? 2. Nordstrom puts a big emphasis on their employees and making them feel special and important. Should more companies take the time doing this to ensure a long term employee?
  17. 17. WorkCited Scott, J. (2014, April 14). What Nordstrom Is Doing Right in Customer Service. Retrieved February 05, 2016, from https://www.beyond.com/articles/what-nordstrom-is-doing-right-in-customer-service-14623-article.html Adkins, W. (2016). What Is the Importance of the Inverted Pyramid in an Organization? Retrieved February 05, 2016, from http://smallbusiness.chron.com/importance-inverted-pyramid-organization-34447.html Indvik, L. (2015, May 5). Nordstrom Names Three Brothers Co-Presidents. Retrieved February 07, 2016, from http://fashionista.com/2015/05/nordstrom-brothers-co-presidents

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