Reference no: EM132782957
In a previous week you were introduced to the fictitious company, Creative Colors. Creative Colors sells art supplies through three retail stores in Washington as well as online, and offers art classes at its flagship store in Seattle.
The owner of Creative Colors took your advice regarding restructuring and downsizing the company. The organization is now operating much more efficiently and has seen revenues begin to climb in its retail stores. With the improving economic climate in the region and the growing strength of the U.S. dollar compared to the Canadian dollar, the owner now sees an opportunity to acquire a regional competitor, Art Depot, based in Vancouver, Canada. The Owner of Creative Colors wants to expand the retail service capacity of Creative Colors by bringing Art Depot's two retail stores (both located in Vancouver, Canada) under the Creative Colors' brand.
Creative Colors has distinguished itself in the marketplace with high quality, personalized service, while Art Depot has focused on a low-cost business strategy. The owner of Creative Colors is anxious to create a culture within the two Art Depot stores that supports excellent customer service. She has asked you to give her advice about creating a new culture in the Art Depot stores.
Identify the types of organizational values and norms that are likely to be found in the low-cost Art Depot stores prior to their acquisition by Creative Colors. Then, identify the types of organizational values and norms that would encourage employees in the two Art Depot stores to behave in ways that produce high quality, personalized service. Discuss how you would create a culture that would help the employees of the two Art Depot stores transition from a low-cost strategy to a strategy that is differentiated by excellent customer service. Reference the four building blocks of organizational culture as you give your advice to the owner of Creative Colors about how to build a culture of excellent customer service at the Art Depot stores. Describe the challenges inherent in implementing the kinds of changes that will be necessary to achieve the desired culture at the Art Depot stores, including any challenges that may be associated with the fact that the Art Depot stores are located in Canada. Identify ways of overcoming potential resistance to change.