Ryan Lewis & Jeromee Bell
Communications 1010
Anosike – 05-20-10
Term Paper – Organizational Culture
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Best Buy Organizational Culture
Section 1: Introduction
We chose Best Buy as our subject in researching the organizational culture of business.
The definition of Organizational Culture is a relatively stable shared set of rules about how to
behave, and a set of values about what is important. In theory if emphasis is placed on
developing and implementing the planned cultural organization of the business, it will be a
success. The primary factor in choosing Best Buy to research organizational culture is based on
the fact it is a nationwide organization, and a household name. In order to gain the status of being
a household name and utilizing the support of thousands of shareholders the company must be a
successful provider of not only products, but also customer service. The structure and appearance
of the organization plays a vital role in achieving this success.
Section 2: Physical Setting
When making our initial trip to Best Buy we approached the store from the point of view
of two critics which have never heard of or visited the store. We made our trip at approximately
seven o’clock on Saturday in order to conduct our research at one of the busier times of the work
week. Upon entering the parking lot we noticed only four handicapped accessible parking stalls.
Four stalls are the minimum handicapped parking requirements by the state to meet ADA
compliance. This gave us the impression they were only willing to meet the minimum
requirements to cater the disabled portion of their clientele.
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The parking lot was clean and well lit to present a welcome and safe environment for
customers. The building itself was well maintained. Although the majority of the building was
white, it appeared to have been cleaned recently. The garbage cans were emptied and the
ashtrays cleaned out. The signs were back lit and used large text and contrasting colors in
relation to the building.
When we entered the store we received the impression of the store being a warehouse at
first glance. This is possibly to portray to customers warehouse prices are available if they shop
here. The building is large and open inside. Walls and partitions are not used through the store to
present an open and inviting impression to customers. The lighting was bright and inviting. The
individual departments were labeled with large brightly colored signs. At first glance the
employees were hustling across the showroom, well dressed and clean cut. Every employee wore
a blue shirt with a name tag. The shirt was clean and tucked into a pair of slacks accompanied by
dress shoes.
As we walked through the aisles of the departments we observed wide clean isles. The
inventory was well organized and the shelving displays were labeled and easily accessible for
anyone not in a wheelchair. The flooring was consistently concrete on the pathways between the
different departments. However, the actual departments were covered in carpet. This gives an
inviting and comfortable feel as you enter each different area of the store.
The bathrooms were another story. As we walked in tagging was evident all over the
walls and mirrors. Two of the three stalls did not have any toilet paper, and there was much to be
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desired in the cleaning department. The garbage can was overflowing, and the soap dispensers
were empty and hanging off the walls.
Section 3 – Greeting Strangers and Employee Input
Upon entering the store we were greeted by automatic doors, and a very friendly
greeter/security employee named Oscar. Oscar asked if he could point us in the direction of what
we were looking for. We told him our reason for the visit, and asked if we could get some
information on his experiences working for the organization. He let us know that he would have
to ask a manager if it would be alright.
While waiting for the manager we asked how he liked working for Best Buy. He
informed us of his employment at the store for the past five years. In his time working for Best
Buy he stated, “This is the best job I have ever had. I started out as a stock boy, and with hard
work and some security training I was allowed to work the front door, which is what I like. I
enjoy talking to people.” We took this as the sign of a thorough, but friendly security guard and
employee which understood the value of not only customer service, but fulfilling his obligations
to the company by asking a manager before allowing us to research the facility.
After talking with Oscar we were put in contact with one of the assistant managers who
asked to remain anonymous in our reporting. We asked what she thought about working for Best
Buy and she responded, “Well it’s a job.” A little surprised by her answer we asked her to
expand on her experiences. She stated, “It is a good company to work for if you can stand
working with the public. The pay is alright and we get mandatory breaks. I like working here
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though. Is that it?” We asked her for literature on the company, and she directed us to the Best
Buy website. This experience gave us the impression of a disgruntled manager, who was only
working to get a paycheck. We would soon discover customer service was lacking in most
departments, starting with the management.
Section 4 – Customer Service & Employee Time Management
Walking through the aisles we would pause in anticipation of a customer service
representative to assist. In the DVD section in particular we had three employees hastily walk by
not only us, but other customers without saying a word. At one point we asked an employee were
to find the DVD’s for different TV series. The only response we received was, “I will be with
you in a moment sir.” He never returned. We experienced the same issue in the CD section,
game section, car stereo, and computer departments.
The computer section was particularly difficult to receive any sort of customer service.
The presentation of the department was quite elaborate with huge lighted display areas for the
Macintosh computers. They had every different type and style of computer on display for
customers to try first hand. The other departments were almost completely void of
representatives. However, we noticed three sales associates in the computer section. We waited
at a computer for over fifteen minutes with no response. We did observe two employees in the
department laughing together and talking about the latest RPG games. They were leaning against
some shelving and seemed very relaxed for two individuals with customers to assist. In addition
to ourselves, there were several other customers waiting around with confused looks anticipating
sales help.
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Our next observation took us to the customer service counter. We observed a line
containing approximately fifteen customers with very impatient looks on their faces. At the
counter only one person waited on the growing line. As we walked around the backside of the
desk we noticed two managers talking and laughing. One was sitting down slouched in a chair,
and the other was leaning against a wall with his arms folded laughing. It appeared they were on
break. As the line grew the sole employee shouted to the back, “How about a little help here!”
The two managers stopped talking rolled their eyes at each other and hesitantly walked over to
assist the lone employee.
As a final observation we decided to purchase a stack of writable CD’s in order to gain
further understanding of the organizational culture presented to customers at checkout and
leaving the store. As we approached the registers lines were short and the pathway to the register
was fully stocked with every final impulse purchase you could imagine.
When our turn came to check out we were greeted with, “Did you find everything you
were looking for?” The cashier was friendly and quickly scanned our items while asking us how
our day had been. We paid the cashier, and as we left the station she said, “Thank you for
shopping at Best Buy.” As we left, Oscar the security/greeter thanked us for coming in, checked
our receipt, and stated, “Have a nice day.”
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Section 5 – Diversity in the Workforce
The diversity of cultures inside Best Buy was very reassuring at first. We observed
people from all different cultures not only working together, but enjoying each other’s company.
The ratio of men to women seemed about even. This was reflected in each department, and in the
management. However, the diversity seems to have stopped there. During our time at Best Buy
we did not see a single handicapped employee. In fact we asked a sales associate in televisions if
they discriminate against the disabled. In a very robotic monotone voice he informed us Best
Buy does not discriminate against anyone. After his response we asked him if he had ever
witnessed an employee of Best Buy that was disabled. His response was no, and a quick change
of subject. The reality of this situation seemed quite the opposite.
We observed similar issues with discrimination regarding age diversity. As we walked
down the aisles, and into the different departments we did not see a single person over the age of
about forty. The majority of employees visible at the time of our research were between the ages
of 18-30. Personally I have never taken the time to look around me with the intention of
observing diversity outside of cultural. However, after our research we think Best Buy may need
to address this issue.
Section 6 – Literature and Mission Statement
As previously stated upon entering Best Buy we requested literature from the manager.
She referred us to their website for information regarding the company and mission statement.
We decided to do this after we had a chance to view the store in an attempt to better understand
the goals of the organization, and see if the focus of the mission statement is a reality inside the
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store. The Best Buy mission statement is, “Our formula is simple: we’re a growth company
focused on better solving the unmet needs of our customers – and we rely on our employees to
solve those puzzles. Thanks for stopping.” The store presents a vision to all customers from the
store appearance and design to the cleanliness of a professional well organized and managed
store.
The facts show a business which struggles to employ motivated and enthusiastic people
to fulfill their mission statement and ideals. Our overall perspective of Best Buy did not match
the mission statement of the organization. Although the store does reflect a growth based
company through their store design, cleanliness and displays the reality of shopping there shows
minimal focus on employees and customer service. The mission statement set by the executives
clearly states an emphasis on customer service. However the reality of this statement is a well
maintained, but poorly managed store and employees.