Zappos' Values-Based Culture

 
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Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Case Details:

Price:

Case Code : HROB150 For delivery in electronic format: Rs. 500;
For delivery through courier (within India): Rs. 500 + Rs. 25 for Shipping & Handling Charges

Themes

Human Resource Management
Case Length : 25 Pages
Period : 2004 - 2012
Organization : Zappos.com, Inc.
Pub Date : 2012
Teaching Note : Not Available
Countries : USA
Industry : E-retailing

Abstract:

This case discusses the values-based work culture at Zappos.com, Inc. (Zappos), an e-retailer based in the US. From the time it was founded in 1999, the company differentiated itself from other e-retailers by providing customer friendly services like free two-way shipping, a 365-day return policy, and an extremely friendly customer service team, which went out of its way to delight customers. At the same time, the company was recognized time and again as the best employer, for providing employees a fun filled atmosphere, where each employee’s individuality was recognized and valued. The culture at Zappos was guided by ten core values. These core values guided the company in every sphere.

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The case discusses in detail the emergence of the core values at Zappos and the way they were used to recruit, train, retain, and appraise employees. The case also discusses how the values helped the company in maintaining its unique work culture.

Issues:

Examine the work culture at a company that was recognized as one of the best companies to work for in the US.
Understand the core values and how they played an important role in HR policies of Zappos.
Study the positive elements in the company's culture and understand how they contributed to employee morale, innovation, and productivity.
Analyze whether the company's culture would be put at risk as it grew in size.
Understand how the work culture enabled the company to maintain high levels of customer service.

Contents:

  Page No.
Delighting Customers and Employees 1
Background Note 2
Customer is the King 4
Internal Customers Matter Too 6
Values that Drive the Culture... 9
Also Guide Recruitment... 11
...And Training 12
Values-Based Evaluation 14
Sustaining the Culture 15
Exhibits 17

Key Words:

Zappos, Tony Hsieh, Core Values, Nick Swinmurn, Shoes, e-retailing, Customer service focus, Culture Book, Pipeline team, Values-based culture, ecruitment, Training, Appraisal , Performance, HR policies, Interview , Culture book, Footwear, Customer delight, Empowerment

Delighting Customers and Employees - Next Pages >>

 

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