Chapter 3 Assignment i 1 4.16 points eBook References Handwritten thank-you on muy to mune preteer oposionnier waampie, simpiegows mrup purendava in seves, press snemmin v bag, and walk from behind the counter to hand the bag to the customer. Sending handwritten thank-you notes written by a Nordstrom sales associate to a customer who has made a purchase is common practice. Nordstrom also encourages employee empowerment and career growth. At Nordstrom, serving people in an excellent manner with excellent products matters. And in order to make that happen, employees matter as well. notes Trip to JFK airport Car tires Handing customers bags Wrapping purchases in tissue Using good judgment 5 x 8 card Saved Employee career website Element of Culture Business Practices Stories Formal Statements and Official Goals Help Save & Exit Submit Symbols, Rites, and Ceremonies Example Handwritten thank-you notes Car tires Employee career website Reset Chapter 3 Assignment i 1 4.16 Doints eBook References Elements of Organizational Culture Organizational cultures can be diagnosed by close examination of four things. This exercise will help you practice identifying these elements of culture as they operate at the retail organization, and Nordstrom. This activity is important because identifying cultural elements is the first step to take to improve organizational culture. Organizational cultures reflect the internal environment of the organization. The goal of this activity is to learn how to diagnose a culture, as it is one of the most important factors that influence an organization's response to its external environment. Like an individual's personality, it can often be sensed immediately by examining four things, including (1) mission statements and goals; (2) business practices; (3) symbols, rites, and ceremonies; and (4) stories. Read the mini-case, then match up examples with the appropriate elements of culture. Nordstrom, a retail organization founded in Seattle, WA, is known for its outstanding customer service and high- quality shopping experience. Nordstrom employees are expected to abide by what the company calls "Our One Rule," which simply states, "Use good judgment in all situations." It is said for many years this one rule was printed on a single 5 x 8 card, which served as the company's employee handbook. Nordstrom also states "Our number one goal is to provide outstanding customer service." Nordstrom employees and customers alike are typically aware of reports that Nordstrom once returned money to a customer who was attempting to return tires-something Nordstrom doesn't sell. In another example of heroic customer service, an employee discovered that a customer had left her luggage and flight itinerary in the parking lot of a Nordstrom in Connecticut. The employee drove the customer's luggage to JFK, and reached her before the flight left. These tales may or may not be true; however, employees go out of their way to make customers feel special. For example, employees wrap purchases in tissue, place them in a bag, and from the counter the bag to the customer. Sending written thank-you notes Handwritten thank-you Saved by a Nordstrom sales associate to a customer who has made a purchase is common practice. Nordstrom also encourages employee empowerment and career growth. At Nordstrom, serving people in an excellent manner with excellent products matters. And in order to make that happen, employees matter as well. notes Using good judgment Help Save & Exit Submit Element of Culture Example