Question

Decribing the culture of your past place of employment;

1 Duscuss Observable artifacts

2 Duscuss Espoused value

3 Discuss Enacted Values

Also describe impacts how each of the above impacts the values and culture of the organization.

Answer 1

Let's assume you were working as a cashier/team member at Kmart.

Ans 1

Observable artefacts include all the outer/physical manifestations of the organisation's culture viz. published list of values, dress codes/uniforms, special lingos, observable ceremonies and rituals etc. For Kmart it'd be the workwear (blue top, black pants), its logo, its mission/vision statement on its website, its store organisation - arrangement of tills & cash counters, overall cleanliness, kind of products on display etc.

Ans 2

Espoused Value: The public image that the leaders/managers of Kmart want for the company. For instance, Kmart Australia has it among its "people goals" to provide the same respect, rights and work opportunities to all employees. It boasts of an inclusive and collaborative culture, where "people (i.e. employees) always come first - (i.e. are given priority above all else)"

Ans 3

Enacted Values: The real values in action...i.e. the values that are really followed. Kmart has been in bad light recently for failing to provide any choice in superannuation funds to its employees. This means employees aren't free to choose where their retirement savings are pooled. Contrariwise, other retailers in the marketplace have already extended the said choice/flexibility to their staff!

What does this show about the "people first" value at Kmart? Clearly, the company wants to save on costs (expenses involved in the changeover to a choice-based policy) rather than focussing on long term employee well-being...

Impact on the organisation:

Culture is complicated. What we discussed above are its various facets. It is something that works from inside out. Enacted values are the main thing. These show how the organisation is really run. The more they diverge from espoused values - the more negative it is for the brand's public image - because, ultimately, this divergence reflects in the observed artefacts - which is where the connection with the market/customers lies.

For instance, on being put at a disadvantage in terms of the "inflexibility in superannuation choice", employees may decide not to follow the company's policies/vision/values diligently. This will impact their quality of service. What if the cashier chooses to take a break at the peak hours of sale? or What if he/she's rude to the customer? .... Wouldn't it spoil the company's image?.. People would choose another retailer, for better customer service, the next time they go shopping!