culture

When Home Depot needed to re-establish a customer service culture, they instructed employees on how to behave, how quickly to speak to customers, and what to say. Home Depot accelerated the culture change with

training program

When John, an American, and Qing, a Taiwanese immigrant, worked together, there were many missteps due to unspoken assumptions. Americans tend to prefer working independently, and Chinese value consensus more in decision making. ________ differ from culture to culture.

workstyles

E.H. Schein's three levels of corporate culture are

artifacts, values, and assumptions

Warren Buffett and Berkshire-Hathaway have a reputation for fair dealing and a hands-off approach to management. Because of this, company founders who are planning for retirement will negotiate with him. Other investors may not even hear that a firm is for sale until the sale is announced. Berkshire Hathaway's culture has created a ________.

competitive advantage

Steve Jobs of Apple was known as a perfectionist. "My job is not to be easy on people," he said. "My jobs is to take these great people we have and to push them and make them even better." Apple probably looks to hire people who are innovative and

detail-oriented

When Deloitte does audit work, its accountants deal with huge amounts of data. Yet one receipt or one memo may be the clue to fraud. Deloitte looks for employees who are

detail-oriented

When Home Depot needed to re-establish a customer service culture, they instructed employees on how to behave, how quickly to speak to customers, and what to say. Home Depot accelerated the culture change with

employees with diverse background

Carnegie Mellon University has the best master's program in financial engineering. The Wall Street banks should

hire from CM & other top schools

Bob visited the offices of MASS, a successful insurance company in Boston. MASS needs people who are good with numbers. When Bob visited, he noticed that the analysts wore conservative suits and their desks were laid out in a large space like a warehouse, without cubicles, walls, or decorations. The ________ seemed like a clue to a miserly culture.

physical space and decor

In an article in Fast Company, GE's Shane Fitzsimons, SVP of Global Operations, writes, "We want people who are comfortable being a little uncomfortable, who thrive in the ambiguity of a less hierarchical structure, and are prepared to fail-repeatedly-because we know it takes trial and error to bring ideas to life." GE is using ________ to manage its culture.

recruiting

Culture change is difficult. Executives usually need a crisis to persuade employees to focus on the change. The crisis may be a competitive threat or a large loss. That is, executives need

to create a crisis