Boscov's Culture

This report discusses the findings that are based on customer experiences, site visits, and an interview with a regional manager at Boscov’s, which is a large family-owned department store. Customer experiences and site visits provided an insight into the store’s organizational mission, the culture, and how the store sustains a competitive edge over its competitors. Based on feedback from the one-on-one interview with the regional manager, information was presented which included how the store has an ongoing effectiveness of the store’s culture, the causes and effects in which the store performs in an exemplary manner, and the connection between the store’s strategy, performance, and culture.

Organizational Mission Based on my observations

In meeting with Ms. Bailey, she shared that all employees participate in a morning huddle meetings. These huddles are face-to-face meetings with leaders and employees in each department, and employees share stories for how they went the extra mile to help a customer, made friends with a customer, and described how they personally provided exceptional service to a customer (D. Bailey, personal communication, January 20, 2017). In addition, morning huddle meetings provide the opportunity for sharing of ideas and values for how each employee can learn from his or her coworkers’ different strategies for providing great customer service to shoppers. If an employee shares a positive experience that can benefit everyone, then the employee is recognized for providing his or her story and other employees may adapt to the concept. Moreover, the store celebrates co-workers’ successes. (D. Bailey, personal communication, January 20, 2017). For example, this concept may change the way customers are approached or greeted in a department or different ways to handle customers’ questions, and then the store is open to change and allows for employees to be self-motivated, open to new processes, and share their innovative ideas for taking ownership in their work. Furthermore, leaders organizing morning huddle sessions with employees can help them become more effective in their job duties, expectations, and contributions to the store. This information provided by Ms. Bailey indicates why Boscov’s has a reputation for high employee retention. “If you make them a part of the company and make sure they know what is going on, their loyalty is amazing” (“Boscov's Keeps Things in The Family”, 2011, p. 19). Moreover, the store is flexible in work schedules, vacation times, and flexibility in family leave programs. Many employees have a long work history with