[Link]' organizational structure is a functional structure.
There is supervision,
direction, and allocation of responsibilities. Within this well divided structure though, the
organizational culture is focused on creating an environment where employees feel
empowered and supported by the company. Employees are encouraged to use a work ethic
as if their name was on the door of the store. This gives them some autonomy because this
leads employees to build lasting relationships with the customers and that is exactly what
Nordstrom is known for -superior customer service. Every single Nordstrom employee's job
is to make people feel good no matter if the are in upper management, middle
management, sales, customer support, and so on. This is the culture and in turn, the
organizational structure supports all of the employees and encourages them to succeed in a
positive relationship driven environment.
[Link] retail in general does pay at a low rate, Nordstroms culture comes into play here as
well. From the bottom on up the ladder, each employee is given their own business cards
using the philosophy that each person is responsible for their department and in turn, this
personal touch will enable people to be the best they can be -similar to using the attitude
that their name is on the door of the store. There is an autonomous working environment to
some extent which fosters an entrepreneurial spirit. This leads to being able to start at the
bottom but Nordstrom employees have the ability to achieve higher than average salaries-
most employees have college educations in fact the majority do and they can easily work
diligently and the emphasis is on gaining rapid advancement within the company. This is
promoted internally and is a part of their culture. Since customer service is the number one
factor of a Norstrom Experience, every single employee wants to provide the best customer
service possible because this is the culture of the retailer and the atmosphere is all about
being the best you can be. Employees know they will get rewarded for their professionalism
and are encouraged to be individuals. As long as recognition is given-and it is, then this is
also the Nordstrom secret to success within the company.
[Link] -Nordstroms needs to continue to do what it has been doing-fostering
independence while encouraging superior customer service and respect to all of the
customers as well as having the reward system available so that employees know that they
can be promoted for their excellent work. While there are levels of management and HR as
well as visual merchandising, and so on, each department works together towards a
common goal-superior customer service for quality goods and for quality care. The
employees are quality people and need to continue to be rewarded for their excellent
performances on a more frequent basis.
4. This is an opinion and you have to answer this question. I like the type of organizational
culture that empowers their employees-similar to what Nordstroms does and allows
employees to use their creativity to get the job done. This allows for more freedom and thus
employees are rewarded with being more autonomous-again similar to Nordstrom. I also
think that a company that cares about their employees needs to show this via health
programs, wellness programs-memberships to gyms or having a gym on location, sick
leave, paid vacation leave, personal days, etc. and to promote people from within . This
fosters a healthy environment and a healthy culture overall. If the positive culture is felt
internally, then the customers will feel this as well. It is another win-win because the
employees are being treated well and thus it will be an easy task to translate this to the
customer base.
5. Attributes of Norstroms culture I like-autonomy, respect, promoting from within, treating
employees with respect and in turn treating the customers with a first class attitude, hiring
mainly college graduates so there is professionalism throughout the culture in all
departments and all levels of management, having programs for the employees that benefit
their health and well being which in turn will benefit the company.
