Umqua Bank Case Study
Organizational Culture
According to Clayton Christensen, “organizational culture affects and regulates the way members of an organization, think, feel and act within the framework of that organization.” (Christensen, 2006) In the case of Umpqua Bank, the organizational culture is so unique that both employees and customers embrace it. Umpqua is not just a bank, it’s a way of life and the experience you feel at this organization should surpass any banking experience you’ve had. In reviewing this case study, it’s interesting to see how culture is embraced at all levels of the banking experience. Since culture is the result of norms, values and common experiences within close working groups, I’m going to focus my analysis of Umpqua’s culture based on the experiences that both customers and employees have in this organization.
Umpqua Employee Experience Its evident Umpqua fosters a “service centric” environment and the organization’s culture is based on providing service above anything else. Ray Davis, Umpqua, CEO believes that if we “focus on service, sales will come.” This belief is evident in the various programs in place for employees, including all-inclusive training, incentive programs, and operational standards and measurement tools that were all designed to help improve the client experience. Davis made sure that employees “walked the walk and talked the talk.” The company’s mission statement stated that “our people may achieve unparalleled personal and professional success” and Davis empowered them to achieve this through the various programs that were in place. The “Return on Quality (ROQ) program was a way that Umpqua managed the culture. This program measured the level of service at each branch. The “Oscars” given to branches with the highest ROQ’s generated excitement and was a source of empowerment for employees to consistently improve the experience for their branch. Success stories were often communicated through their internal
According to Clayton Christensen, “organizational culture affects and regulates the way members of an organization, think, feel and act within the framework of that organization.” (Christensen, 2006) In the case of Umpqua Bank, the organizational culture is so unique that both employees and customers embrace it. Umpqua is not just a bank, it’s a way of life and the experience you feel at this organization should surpass any banking experience you’ve had. In reviewing this case study, it’s interesting to see how culture is embraced at all levels of the banking experience. Since culture is the result of norms, values and common experiences within close working groups, I’m going to focus my analysis of Umpqua’s culture based on the experiences that both customers and employees have in this organization.
Umpqua Employee Experience Its evident Umpqua fosters a “service centric” environment and the organization’s culture is based on providing service above anything else. Ray Davis, Umpqua, CEO believes that if we “focus on service, sales will come.” This belief is evident in the various programs in place for employees, including all-inclusive training, incentive programs, and operational standards and measurement tools that were all designed to help improve the client experience. Davis made sure that employees “walked the walk and talked the talk.” The company’s mission statement stated that “our people may achieve unparalleled personal and professional success” and Davis empowered them to achieve this through the various programs that were in place. The “Return on Quality (ROQ) program was a way that Umpqua managed the culture. This program measured the level of service at each branch. The “Oscars” given to branches with the highest ROQ’s generated excitement and was a source of empowerment for employees to consistently improve the experience for their branch. Success stories were often communicated through their internal
Cited: Chatman, J. A., & Cha, S. E. (2003). Leading by Leveraging Culture. Berkeley: California Management Review. Christensen, C. (2006). What is an Organization 's Culture. Harvard Business Review. Nohria, N. (1991). A Note on Organization. Harvard Business Review.