Culture : Creating An Environment For Success

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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 is an online shoe and clothing store founded in…show more content…
Zappos’ mission and vision statement is “to provide the best customer service possible. Internally, we call this our WOW philosophy.” Understanding how this primary task represents the firms purpose, Tony Hsieh looked to find the best strategy that could consistently allow them to provide “the best customer service possible” where their competition may fail to provide to their customers. Hsieh identified that good customer service to their customers means that they are happy and to be sure that the customers are happy it is important to make sure your employees are happy. Evidence has supported that happy employees lead to better performances and higher profits. Keeping this in mind Hsieh outlined and identified 10 “Family Core Values” in which Zappos develops their culture, brand, and business strategies from. The following are the 10 “Family Core Values”: 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and A Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More With Less 9. Be Passionate and Determined 10. Be Humble These core values can be looked at, not only as a guideline, but also as attributes for what type of
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