Nordstrom: Focusing on a Culture of Service
|
Case Details: ![]()
For delivery in electronic format: Rs. 500; For delivery through courier (within India): Rs. 500 + Rs. 25 for Shipping & Handling Charges
»
Human Resource, Organization Behavior Case Studies ![]()
Custom Search
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. Chat with us ![]() Please leave your feedback ![]() | |||||||
Excerpts Contd...Empowered EmployeesMotivating EmployeesAll the employees including sales associates, buyers, and managers set daily, monthly, and yearly goals for themselves. All the employees worked toward meeting their own goals, along with the goals of the department, store, and region. They strove to surpass their previous year’s achievements. If any department fell behind in achieving its daily target, the next day’s target was increased. At the beginning of each work shift, the employees were reminded of their goals. The managers also constantly monitored the employees’ goals and their achievements... Challenges and Opportunities in the Digital EraWith the advent of new technologies like digital commerce, the concept of customer service had undergone a sea change. But Nordstrom used the technologies to serve the customers better. However, the company experienced initial hitches when it started selling the merchandise online in 1999. At that time, the prices of merchandise available in the physical store and online were different, which confused the customers. Nordstrom then worked on the website and created a seamless shopping experience for the customers. In 2002, Nordstrom introduced a perpetual inventory system through which sales associates could find sizes, colors, and styles of merchandise that was available at other outlets of Nordstrom. Later on, further improvements were made and the online inventory was combined with instore inventory. This enabled the customers to access any item that was available with Nordstrom at any of its stores ...
Exhibits
Exhibit I: Consolidated Statements of Earnings |
Case Studies Links:-
Case Studies,
Short Case Studies,
Simplified Case Studies.
Other Case Studies:-
Multimedia Case Study,
Cases in Other Languages.
Business Reports Link:-
Business Reports.
Books:-
Textbooks,
Workbooks,
Case Study Volumes.