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University of Nairobi *

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1102

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Management

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Nov 24, 2024

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1 I have observed several organizational cultural settings. However, there is one that I admire most, Zappos. In terms of organizational culture, Zappos is not an average organization. A few organizations have managed to embrace the aspect of individuality as well as it has been done by Zappos. The organization is committed to ensuring that this culture never changes. I would describe Zappos as a customer service company that happens to sell shoes. The organization is well known for its unique culture. Even when it hires its employees, its first and major consideration is its values. The new employees are then treated to a three-day culture camp training and feature outstanding employees in their diaries. The organization also has a culture book where employee testimonials are featured. The book also defines the organization’s core values which are to embrace and drive change, deliver ‘wow’ services to customers, and create fun in the office. The organization may not be what it is today if it was not for its unique culture. Every employee that has worked in the organization has been the protector and the cultivator of the present culture. This makes the organization unique and something that grows on a daily basis. Every aspect especially the use of an open office plan has worked in their favor. Zappos is one of the first large organizations to adopt a fully open office plan with no corner office. Similar authorities have been bestowed on the customer service representatives and the CEO. Zappos is one of the organizations where the CEO is in charge of addressing customer complaints. What can be learned from this is that, if an organization identifies its values, use them in the hiring process, and develop members to truly live by them, you will be assured of long-term success. Zappos’ culture has fostered creativity and positivity among employees across the organization. Organizational culture is something that can be changed to better the delivery of services. The existence of organizational cultures offers organizations opportunities to implement changes

2 if managed adequately (Cooper, 2012). From the perspective of public administration, organizational change is a fundamental strategy. We must not separate an organization's functionality from good management and social equity. It should also be carried out with the aid of scientific tools of management. Positive impacts of change can be realized with time, commitment, planning, and proper execution. The structure of change cannot be generalized since the implementation of cultural changes is much dependent on the type and the culture of the organization. Unlike private sectors, public organizations must be reformed to serve the public and not just become stronger or more efficient but to benefit the citizen-clients well. A key concern in public administration during the implementation of changes is that citizens must be involved in the policy process and attention must be paid to the public impact of policies. It is possible but complex to measure organizational culture. Perhaps tracking outputs or behaviors can be used as a measure of cultural changes. Tracking the relevance of behaviors associated with organizational values can be used as an indicator of the strength of the organizational culture. Value-based behaviors can be used to create metrics to measure organizational culture. In this manner, it will be possible to test whether the efforts of cultural changes are effective. Cooper, T. L. (2012). The responsible administrator: An approach to ethics for the administrative role . John Wiley & Sons.

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