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Service Culture
A service philosophy is defined as the values and priorities on which the company places importance when dealing with customers (Meiers, 2009). There are many different approaches to service, so it is important that the company has just one philosophy, that it supports its people in implementing that philosophy, and that the customer expectations it creates are aligned with the service philosophy that the organization has. My last organization saw service as a critical component of competitive advantage. While it did not explicitly state anything called a "service philosophy," the notion that service staff should give extraordinary service to all customers was embedded in the corporate lore. When you go through training, you were told anecdotes about superior customer service, where people in the company went far and beyond out of their way to solve complex customer problems. This became embedded in the way that everybody in the organization viewed service.
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The organization was not unique in seeking to provide good service, but it seemed to do more than competitors to support this idea of exceptional customer service. Customer service was built into training for the organization, and it was built into the way that supervisors rewarded the employees. If someone delivered on exceptional customer service, that was always rewarded. Indeed, if an employee at some point seemed reluctant to help the customer -- even when the customer was really being...
Standards were always there to be exceeded, and there really was emphasis on delivering consistently high levels of service, and never slipping.
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No, there were no accommodations for non-English speakers. Indeed, the company operates in English all over the world, and in foreign countries this is alongside the local language, but always there must be English capability and as a reference language. In most places, English is either the native tongue or is considered a neutral third language, the world's language. There were no ethnicity awareness months or anything like that. It should be understood that this is operating in a major global city with a high immigrant population. The diversity of the population was reflected in the workforce, and so in a sense in a place like that you never really need to be showy about celebrating diversity because everybody living there lives it every day. That's a little bit different from working in a small town where most people are from the same ethnic group and it is easy to forget that there are other groups of…
References
Kaplan, S. (2013). 6 ways to create a culture of innovation. Fast Company. Retrieved November 16, 2014 from http://www.fastcodesign.com/1672718/6-ways-to-create-a-culture-of-innovation
Lee, S. & Yu, K. (2004). Corporate culture and organizational performance. Journal of Managerial Psychology. Vol. 19 (4) 340-359.
Llopis, G. (2011). Why most corporate diversity programs are wrong-headed. Forbes. Retrieved November 16, 2014 from http://www.forbes.com/sites/glennllopis/2011/02/21/why-most-corporate-diversity-programs-are-wrong-headed/
Meiers, N. (2009). What's your service philosophy? Essential Hospitality. Retrieved November 16, 2014 from http://hospitalityleadership.wordpress.com/2009/06/01/what%E2%80%99s-your-service-philosophy/
Organizational Culture and Values The alignment of organizational and nurse values can affect nurse engagement, and therefore patient outcomes. It has been well-documented that in many instances workers and the organizations for whom they work can have conflicting values (O'Reilly, Chatman & Caldwell, 1991). This fit has been found to be a predictor of many things, including job satisfaction and organizational commitment. Nurses are no exception to this rule, so it
Organizational Cultures: Annotated Bibliography and Summary Annotated Bibliography Aronson, Z. And Patanakul, P. 2012. "Managing a group of multiple projects: do culture and leader's competencies matter?" Journal of the Knowledge Economy, 3(2): pp. Web. Retrieved from: LexisNexis Database. [Accessed on 21 May This article focuses significantly on how team culture within an organization is a pivotal factor that contributes to a team being able to successfully complete a project. A focus is made on
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Org Culture The scholarly website on organizational culture that is being reviewed is the Harvard Business Review, which produces content on a variety of business issues, among them organizational culture and mentoring. Within this website there are a number of articles, some of which were written for publication in the Harvard Business Review itself, and others of which were produced for the HBR.org blog network. The blogs are produced by experts
Organizational Behavior Terminology Organizational Culture and Behavior: Author Edgar H. Schein, professor of management at the Sloan School of Management, MIT, believes that organizational culture has in the recent past embraced themes from a number of disciplines, including sociology, social psychology, anthropology and cognitive psychology as well. And although all of these fields of study feed into today's concept of organizational culture, Schein asserts that organizational culture "has become a field