Culture : Creating An Environment For Success

1625 Words Dec 3rd, 2014 7 Pages
Culture: Creating an Environment for Success
Victor Ly
Professor Vitt
OPERATIONS MANAGEMENT 52-620-325
December 4, 2014

Abstract
This study examines how a focus on culture and customer service can be used as a tool for corporate strategy in order help drive the business towards success. For this study I chose Zappos as an example of a company that has flourished as the economy was struggling by focusing their resources towards creating a culture that would produce and deliver excellent service. Zappos has what they call their 10 “Family Core Values” which they develop their culture, brand, and business strategies around. Culture: Creating an Environment for Success
Zappos.com is an online shoe and clothing store founded in 1999 by Nick Swinmurn, who was initially inspired by an inability to find a pair of shoes at his local mall. Swinmurn approached Tony Hsieh and Alfred Lin with the idea of selling shoes online. Since its founding, Zappos.com has become one of the largest online retailers in the world. This study examines how Zappos.com focused on creating a culture that produces customer service that is not only exceptional but extraordinary. Tony Hsieh was able to accomplish this goal by identifying the firm’s primary task and core competencies, and developing a business strategy that unites the firm’s functional areas with the firm’s goals and visions. Hsieh perfectly captures this in what he calls the companies 10 “Family Core Values.” Along with…
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