Agree strongly 1 Agree 2 Disagree 3 Disagree Strongly 4 The most important aspect of our business is satisfying customers 1 2 3 4 Everybody has a customer - be it inside the organisation or outside 1 2 3 4 We have 'heroes' who champion the customer 1 2 3 4 Our organisation is not bureaucratic 1 2 3 4 Customers say we're special 1 2 3 4 The majority of people provide a high quality of service 1 2 3 4 Customer experience is a key corporate objective 1 2 3 4 You've got to talk the language of the customer to fit in round here 1 2 3 4 We recruit people whose attitude is orientated towards the customer 1 2 3 4 People work together as a team to serve the customer 1 2 3 4 Most of the stories which circulate seem to feature customers 1 2 3 4 Customer care is evident at Head Office as well as at the front-line 1 2 3 4 Our leaders demonstrate their enthusiasm for the customer 1 2 3 4 We are constantly finding new ways to satisfy our customers 1 2 3 4 We reward people for going out of their way for the customer 1 2 3 4 We encourage our customers to tell us if things are not right 1 2 3 4 We're always taking steps to implement new ideas to help the customer 1 2 3 4 Our systems and processes work smoothly 1 2 3 4 My manager sets a positive example in serving the customer 1 2 3 4 We talk about the customer in largely positive terms 1 2 3 4 I have been given training in knowledge, attitudes and skills which help us satisfy the customer 1 2 3 4 My personal objectives revolve around customer satisfaction 1 2 3 4 We have a clear understanding of the needs of our customers 1 2 3 4 Everyone is encouraged to ask for and act on feedback from customers 1 2 3 4 I refer to my customers by name 1 2 3 4 The focus of our business is on retaining existing customers as well as attracting new ones 1 2 3 4 Staff induction includes the importance of customer experience 1 2 3 4 Senior managers spend time with customers 1 2 3 4 I am empowered to take decisions to help the customer 1 2 3 4 When a customer comes to me with a problem I take ownership of this through to resolution 1 2 3 4 Now total your scores. Educational institutions, universities, hospitals practice such a culture. A consequence is that decision-making in role cultures can often be painfully-slow and the organisation is less likely to take risks. One way to define culture is simply as the overarching mentality and expectation of behavior within the context of a given group e. Born Charles Milles Maddox to sixteen year old Kathleen Maddox, Charles was born into mayhem.
It is not found in many organisations, yet many people espouse some of its values. Core Culture and Observable Culture Core and observable culture are two facets of the same organizational culture, with core culture being inward-facing and intrinsic and observable culture being more external and tangible outward-facing. Culture, Customer relationship management, Customer service 1561 Words 6 Pages fixed cost. Their son Scott Handy is an actor who has performed with the. The organisation of choice is a member-owned mutual organisation, the National Roads. Handy first began writing about them. They find it difficult to link too many activities and retain control; they tend to succeed when they create new organisations with a lot of independence, although they usually retain central financial control.
People working for 'task-master' style managers who are directive and autocratic develop into terrorists - reluctant or resistant to change, or spectators - who take a back seat when it comes to resolving a customer problem. Organisational culture is significant for each organisation and its successful operation, playing large role in whether or not a particular organisation has a happy, healthy and comfortable working environment. He returned to England in 1967 to create the first, and only, Sloan program outside the U. Heard by millions of Britons every morning, Thought for the Day turned Mr. New recruits soak up culture like sponges: they may have been recruited for their winning qualities, but they are influenced strongly by other's behaviours. Size is a problem for power cultures.
Such an organisation will be found where economies of scale are more important than flexibility or where technical expertise and depth of specialisation are more important than product innovation or service cost — for example, in many public service organisations. He became a fixture on the international lecture circuit, which proved to be a lucrative addition to his writing. No two organizations can have the same culture and it is essential for the employees to adjust well in their organizations culture to enjoy their work and stay stress-free. There are generally four to five members in each team. And those rights will include a share in the profits that they have created.
After graduation, he joined Shell International, the giant Dutch oil and gas company, which has long been an incubator for management visionaries. Managers, particularly upper management, must be aware of the implications of cultural change, the facets of organizational culture and the steps involved in altering it. But for many of his followers, his openness about spirituality is part of the strength of his message. And Jim Collins, author of Good to Great: Why Some Companies Make the Leap. The study and management of construction projects embraces a variety of organisational aspects. Position power not backed up by resource power means nothing to such people, and coercive power is not usually available.
A definition of organisational culture can be described as. Penelope Lively grew up in Egypt but settled in England after the war and took a degree in history at St Anne's College, Oxford. This is because people often become resentful or discouraged to take initiative when they are constantly told what to do and when the only feedback they receive is negative. Individuals find that this culture offers a high degree of autonomy, judgment by results, easy working relationships within groups and mutual respect based on ability rather than on age or status. Such organizations follow a culture known as person culture. For example, look at your own organization in relation to the following: Symbols - logos, offices, cars Power - who has power Organizational Structure - formal and informal structures Controls - what gets measured and rewarded Rituals - what are accepted procedures and rituals Stories - sometimes called 'war stories' There are a number of useful questionnaires which you can use to audit your company's culture.
This culture works best in small startup organizations. They find it difficult to link too many activities and retain control; they tend to succeed when they create new organisations with a lot of independence, although they usually retain central financial control. Such organisations have a very flat structure and are led by a charismatic leader. Leaders must define not only what it is they are working towards, but also how the organization will come to define itself during the process. Handy to speak to an organization of commercial real estate specialists when Mr.
The individual personality and its impact on behaviour. Purpose of this essay is to explain the relationship between organisational climate and job satisfaction to determine the perception of the employees working environment influence whether their level of satisfaction. Circumcision, Culture, Ethiopia 2369 Words 6 Pages The affects of organisational culture on its performance The affects of organizational culture are very much apparent on an organizations progress. The office is really a social place, a place to meet and greet. Each person then describes why they have chosen to represent the organisation in this way.
They make a contribution to society. Managing organisational culture: fantasy or reality?. If change is to be deep seated and long lasting within an organisation, it needs to happen at a cultural level. Every individual is accountable for something or the other and has to take ownership of the work assigned to him. Few management writers have been as consistently challenging and influential as Charles Handy. Culture, Edgar Schein, Organization 1075 Words 3 Pages Question: Can Organisational Culture be changed? Handy was 49, with two school-age children.