AFM280 Chapter Notes - Chapter 15: Organizational Culture, Safety Culture, Customer Service

• School: University of Waterloo
• Department: Accounting & Financial Management
• Course: AFM280
• Professor: Van Dijk Maarten

Document Summary

Organization culture: the shared social knowledge within an organization regarding the rules, norms, and values that shape the attitudes and behaviours of its employee. Learn from other employees through explicit communication, simple observation. Barriers: language: the jargon, slang and slogans used within an organization, stories: anecdotes, accounts, legends and myths passed down from cohort to cohort within an organization. Solidarity: degree to which group members think and act alike. Sociability: how friendly employees are to one another. Specific culture types: customer service culture: focused on service quality, change employee attitudes and behaviours towards customers, resulting in high levels of customer satisfaction and sales. Safety culture: focused on the safety of employees. Inclusive work environment: creation of innovative solutions for clients and communities. Sustainability culture: promoting sustainability both inside and outside the organization: recruiting top talent, creativity culture: fostering a creative atmosphere, quantity and quality of creative ideas within an organization, creativity comes from freedom and not control.