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Culture and Values of an

Organization
Session 16

Service Culture

Objectives

Define what culture and


values are

Explain the importance of


culture and values to an
organization

Discuss an organizations
values statement

Introduction

Along with their Mission-Vision Statements, most


organizations have their core values printed on
plaques and are displayed on their walls
An organizations culture and value give the public
a picture or identity of the organization. But what
makes culture and values important to an
organization?
That is what we are going to talk about in this
todays session.

Todays Agenda?

What are Culture and Values?


Importance of Culture and Values to an
organization

Developing Values Statements


Examples of Organization Value Statements

What is Culture?

Organizational Culture is a pattern of shared basic


assumptions that was learned by a group as id
solved its problems of external adaptation and
internal integration, that has worked well enough to
be considered valid and therefore, to be taught to
new members as the correct way you perceive,
think, and feel in relation to those problems.
-Edgar Schein, 2004

Levels of Culture

Behaviour and Artifacts

Values

Assumptions

Types of Culture

Academy Culture
Baseball Team Culture
Club Culture
Fortress Culture

Types of Culture

Academy Culture
Employees are highly skilled and tend to stay in the
organization while working their way up the ranks.
The organization provides a stable environment in
which employees can develop and exercise their
skills. Examples are universities, hospitals, large
corporations, etc

Types of Culture

Baseball Team Culture


Employees are "free agents" who have highly-prized
skills. They are in high demand and can rather easily
get jobs elsewhere. This type of culture exists in
fast-paced,
high-risk
organizations,
such
as
investment banking, advertising, etc.

Types of Culture

Club Culture
The most important requirement for employees in
this culture is to fit into the group. Usually
employees start at the bottom and stay with the
organization. The organization promotes from
within and highly values seniority. Examples are the
military, some law firms, etc.

Types of Culture

Fortress Culture
Employees don't know if they'll be laid off or not.
These organizations often undergo massive
reorganization. There are many opportunities for
those with timely, specialized skills. Examples are
savings and loans, large car companies, etc.

What are Values?

Values determines the general behavior of an


organization, as people attributes their behavior
to the stated values.
The Core values of an organization are values that
the organization holds that form its foundation on
which it performs work and conducts itself.

Importance of Culture and Values

Encourages members to learn more about each

other, thus promotes better working relationships


within the organization

Allows understanding and respect for diversity


among its members and individual differences

Importance of Culture and Values

Helps managers hire individuals whom they see


can work well in their organization

Aligns actions towards organizational goals with


motivations and commitment

Characteristics of a Value Statement

Value statements should reflect the


organizations convictions and beliefs
Culture-Specific

Should consider the values of its members,


customers, and other stakeholders

Examples of Value Statements

Chevron

Integrity
Trust
Partnership
Diversity
Ingenuity
Protecting People and Environment
High Performance

Examples of Value Statements

Bank of America.
Doing the right thing: we have the responsibility
to do the right thing for our customers,
shareholders, communities and one another
Trusting & Teamwork: We succeed together,
taking
responsibility
for
our
customers
satisfaction.
Inclusive Meritocracy: We care about one
another, value one anothers differences, focus
on results and strive to help all associates reach
their full potential.

Examples of Value Statements

Bank of America

Winning: We have a passion for achieving results


and winning for our customers, our
shareholders, our communities and one another

Leadership: We will be decisive leaders at every

level communicating our vision and taking action


to help build a better future.

Examples of Value Statements

Globe Telecom
We put our customers first.
Our people make the difference.
We act with integrity.
We care like an owner.
We keep things simple.
To us, its be fast or be last.

Activity

Transportation
Hospitality
Education
Entertainment
Food Services
Financial Services
Health Care
Customer Service