Zappos organisational culture case study PDF

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Assignment on the study of organizational culture in enterprises, zappos case study...

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ZAPPOS Nick Swinmurn was shopping at a San Francisco mall looking for a pair of shoes. He couldnt find a store that had the right one in the right size and right color. gap between what customers needed and what online retail could accomplish So, he launched ShoeSite.com, which soon changed to Zappos.com, an adaptation of “zapatos,” the Spanish word for shoes. With years of hard work, Zappos now carries thousands of footwear products to meet every need and occasion. This growth was done in a very particular context, zappos has a special organizational culture. Firstly : hierarchy of authority: -in 2014. Use holacracy as a method of organisation for the business, self organising teams vs centralized management - become more self-managed -self management / organisation - Zappos like to give employees the chance to innovate and make decisions instead of top management deciding everything - reduce the number of levels of hierarchy in the organisation, easier to respond to customer feedback and make changes Secondly : WOW factor, They aimed to create a wow factor in everything they do, take something ordinary and make it extraordinary

all this is aimed to create a strategy of happy employees happy customers that will in term become loyal to the company, really good client service, even orienting clients towards othr retailers when no stock which worked because some clients suggested they sell other products than shoes (even an airline) because they liked buying from zappos

thirdly HR policy : hiring policy : focused on hiring people that are a good fit for the team, the atmosphere and the culture: very selective, even offering money to trainees to leave to make sure only the passionate ones stay get to know the employees on a personal level also, caring for them (free food, medical and dental bills payed for they believe that by supporting employees, happier employees will be more engaged at work, leading to higher profitability and lower labour turnover in the business every employee has a formation for every department of the company even if they don't work there Their main goal is to create a positive and productive work environment and culture for employees, emphasis on a good work life balance: organising events and activities non work related, two annual employee parties, a trip to the circus last year example of the values translated into the workspace: the ceo has the same office as everyone else in the open space, a 36000$ a year salary...