1. Organizational Culture Eileen O’Donoghue

2. How we do things around here.

3. Organizational culture determines strategy, goals, and modes of behavior.

4. LEVEL ONE: ARTIFACTS Visible Processes of an Organization

5. LEVEL TWO: ESPOUSED VALUES Strategies, goals, and philosophies of an organization

6. LEVEL THREE: SHARED TACIT ASSUMPTIONS Unconscious, taken for granted beliefs thoughts, and feelings

7. CUSTOMER SERVICE

9. “Without conscious and deliberate effort, inertia always wins” -Tony Hsieh LEVEL THREE: SHARED TACIT ASSUMPTIONS

10. ZAPPOS LEVEL ONE: ARTIFACTS

11. LEVEL TWO: ESPOUSED VALUES 1)Deliver WOW Through Service 2)Embrace and Drive Change 3)Create Fun and A Little Weirdness 4)Be Adventurous, Creative, and Open- Minded 5)Pursue Growth and Learning 6)Build Open and Honest Relationships With Communication 7)Build a Positive Team and Family Spirit 8)Do More With Less 9)Be Passionate and Determined 10)Be Humble

13. LEVEL THREE: SHARED TACIT ASSUMPTIONS

14. ” Hubert Joly LEVEL THREE: SHARED TACIT ASSUMPTIONS

15. BEST BUY

16. LEVEL TWO: ESPOUSED VALUES 1)Have fun while being the best. 2)Learn from challenge and change 3) Show respect, humility, and integrity 4)Unleash the power of the people

17. Underlying Assumptions Tony Hsieh Articles Mandatory Call Service Training Free Shipping Espoused Values Deliver WOW Through Service Build Open Communication ZAPPOS

18. Underlying Assumptions Richard Schulze Hubert Joly Articles Geek Squad Blue Shirts Espoused Values Learn from challenge and change Unleash the power of the people BEST BUY

19. TAKEAWAYS

21. Thanks Sian Muir Steve McKelvey Susan Carlson