Integrating Culture and Diversity in Decision Making Essay

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Integrating Culture and Diversity in Decision Making:
The CEO and Organizational Culture Profile
BUS 520 - Dr. Joy Lee Story
August 3, 2013

1. Provide a brief (1 paragraph) description of the organization you chose to research. Zappos was founded in 1999 during the dotcom boom by Nick Swinmurn [ (Twitchell, 2009) ] on a quest to buy a pair of sneakers at a local mall. It has grown in to a 1.2 billion dollar subsidiary of and a leading on-line provider of everything from shoes to couture handbags. They have done this with a simple motto: “Powered by Service”. Providing all of their customers with free (sometimes next day) shipping and returns, Zappos has invested in the power of word of mouth to fuel their business.
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One web page boasts that the longest recorded customer service call to Zappos (lines which are open 24/7) was eight hours long. Additionally, during Holiday months, customers might even encounter CEO Tony Hsieh on the customer service lines.
4. Determine the factors that caused the organization to embody this particular culture.
This dedication towards customer service that the Zappos culture seems to be based around is what has allowed Zappos to survive where other dotcom’s had failed. In his book “The Greatest Business Decisions of All Time”, Verne Harnish lists Zappos’ decisions to offer free shipping and returns as particularly profound. He says (among the other decisions that he lists) that they “stood out from others because they were counterintuitive - they went against the grain of popular practice”. [ (Gringarten, 2012) ] Without this richly customer focused culture, Zappos as a brand might never have existed. Indeed, it continues to promote its customer focus and nothing else. While we might think of Zappos as a shoe company, Zappos seems to think of Zappos as a customer service company that happens to sell shoes.
5. Determine what type of leader would be best suited for this organization. Support your position.
This kind of energy takes a particular type of leader to induce. Each video on their company website that mentions CEO Tony Hsieh mentions his name with some sort of revere suggesting that this type of culture is best suited for

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