Culture Item Discount Store High-End Department Store

ch 11 workbook shop til you drop corporate culture in the retail world

Culture Item Discount Store High-End Department Store

1. Mission of store: What is it? and is it clear to employees? To maximize number of purchases. The business runs on volumes which is reflected in the company culture and customer handling policies. To maximize customer satisfaction. The business is more oriented towards customer experience which comes at a premium on the price tag.

2. Individual initiative: Is it encouraged? If so, provide an example. Operational policies seem to be rigid and the volume of work per employee seems to be greater which would discourage Individual Initiative. Employees might not be incentivized to come up with their initiatives as compared to High end stores.

Example: Stacking shelf is more important to employee than addressing customers. Operational polices can be tailored according to the store location and demography. Since customer feedback is more important it would need staff to be observant and be more encouraging to individual initiative as compared to discount stores.

Example: Employee would be willing to engage with customers over usual work.

3. Reward system: What are employees rewarded for? Employees seem to be rewarded for completing their tasks effectively and quickly without any lag or loss. Apart from their work, Customer engagement and feedback are an important part of the reward system.

4. Teamwork: Do people within one department or across departments work together or talk with each other? If so, provide an example. Conversation between departments seem to be done on need only basis for operational reasons.

Example Help needed to Move inventory and replenish stock Conversation can happen more often as compared to discount stores as required by customer.

Example: Staff might connect with other departments to check for a customer query for a type of product.

5. Company loyalty: Is there evidence of loyalty or of enthusiasm to be working there? If so, provide an example. Loyalty Not evident. As compared to discount stores the employees seemed to be happier and it would be logical to assume that they might be more loyal to company as compared to discount stores

6. Dress: Are there uniforms? Is there a dress code?