Assignemnt1
1. What TQM principles are embedded in Zappos’ values and culture?
Answer:
TQM, total quality management represents the organization’s culture and value which involves the continuous improvement of organizational processes and results in high quality products and services. In Zappos, to meet customers’ satisfactions and expectations, the company made sure employees to go extra miles to make their customers happy and meet their expectations.
Among the four TQM principles I think the most important ones embedded in Zappos’ values and cultures are below two:
Listen to and learn from customers and employees: in Zappos customer is everything, customer service staffs go extra miles to help customer to have a better shopping experience (help them to find the shoes they only saw on a TV show, etc.)
Building team work, trust and mutual respect: in Zappos employees are respected and empowered. They are treated as family members and feel the company is family to them. CEO of the company works among the cubicles along with all other employees.
2. What evidence of a 21st-century organization, based on Table 1-3, can you find at Zappos?
Answer: what I found at Zappos as a 21-century organization are as below:
Primary role: the company managers’ act as facilities and team members not order givers or controllers. The CEO works among the employees in the same cubicles.
Cultural orientation: this company is multicultural and multilingual.
View of people: they consider employees are the primary resource and human capital. They are employee-focused and treat them as family.
Decision-making style: because Zappos is an employee-focus company, the decisions are made based on broad-based inputs from employees.
Compensation criteria: they pay 100% health care for their employees and offer free meal in the company.
3. Where does Zappos belong on Carroll’s Corporate Social Responsibility Pyramid in Figure 1-3? Explain.
Answer: Zappos belongs to the top tier of the Carroll’s
Answer:
TQM, total quality management represents the organization’s culture and value which involves the continuous improvement of organizational processes and results in high quality products and services. In Zappos, to meet customers’ satisfactions and expectations, the company made sure employees to go extra miles to make their customers happy and meet their expectations.
Among the four TQM principles I think the most important ones embedded in Zappos’ values and cultures are below two:
Listen to and learn from customers and employees: in Zappos customer is everything, customer service staffs go extra miles to help customer to have a better shopping experience (help them to find the shoes they only saw on a TV show, etc.)
Building team work, trust and mutual respect: in Zappos employees are respected and empowered. They are treated as family members and feel the company is family to them. CEO of the company works among the cubicles along with all other employees.
2. What evidence of a 21st-century organization, based on Table 1-3, can you find at Zappos?
Answer: what I found at Zappos as a 21-century organization are as below:
Primary role: the company managers’ act as facilities and team members not order givers or controllers. The CEO works among the employees in the same cubicles.
Cultural orientation: this company is multicultural and multilingual.
View of people: they consider employees are the primary resource and human capital. They are employee-focused and treat them as family.
Decision-making style: because Zappos is an employee-focus company, the decisions are made based on broad-based inputs from employees.
Compensation criteria: they pay 100% health care for their employees and offer free meal in the company.
3. Where does Zappos belong on Carroll’s Corporate Social Responsibility Pyramid in Figure 1-3? Explain.
Answer: Zappos belongs to the top tier of the Carroll’s