I believe that the development and building of a culture of responsiveness to customers begin to develop strategies to do so.
Also creating a culture of the organization to serve this concept.
So what is the organizational culture?
According to Buchanan & Huczynski, they described organizational culture as “the collection of relatively uniform and enduring values, beliefs customs traditions and practice that are shared by an organization’s members learned by new recruits and transmitted from one generation of employees to the next”. (Buchanan & Huczynski, 2007, p623).
Organizational culture fundamentally represents the set of implicitly shared norms and values that be in the majority within a given organization. With respect to customer-responsive relations, some organizations may develop cultures that encourage and value positive customer-responsive interactions. (Jex, 2002, p357)
For example, some universities cultures that encourage and facilitate cooperation between the departments. Individuals in this culture, might participate in a lot of interdisciplinary work without even thinking about it, because it is so ingrained in the culture of the institution. (Jex, 2002, p358)
On the contrary, the culture is very important to understand many of the behaviors in organizations. In fact, all Conduct non happen in a cultural context. Perhaps this explains why things (mentioned, incentive pay), which is working well in some organizations fail miserably in others. It can also culture Help us understand why some organizations are successful, other reasons are not. (Jex, 2002, p401)
For example, if people applauded the streets in a way to serve the customers the way that Diane has done in Federal Express the passing of the wedding dress delivered against all odds, a growing number of people who go out of their way customer service in the normal routes. That was very clear on the first day of the federal where people took atrocities, which ultimately led to a customer-centered culture. (Safari Books Online, 2007)
McDonald’s , for example, the No. 1 fast food because of-systems or cultures that are prevalent in each outlet and customer-oriented service. It goes on to the advantage today, which invented customer service in the car, despite the fact that many of their competitors had reiterates regulations. In many cases, which leads with company regulations establish good edge indomitable. (Safari Books Online, 2007)
The organization of which I am the organization is governmental organization that exist originally to serve the citizenry, and I think that the strategic objectives is the health of the citizen, therefore, is the establishment of a culture of serving this concept.
Organizational culture creates pressure on personnel Organization to move forward to think and act in a coherent and commensurate with the prevailing culture organization, no sense of culture and sense of identity for members and helps create commitment among employees, and information technology contributes significantly to the strengthening of stability as a social organization and the reference to give meaning to the activities of organization.
Buchanan, D. & Huczynski, A. (2007): Organizational behaviour:
an introductory text. 6th ed.
Jex, Steve M. (2002): Organizational psychology : a
scientist-practitioner approach: John
Safari Books Online website. (2007): Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day. [Internet] Available at:
http://safari.oreilly.com/0130353310/ch01#X2ludGVybmFsX1RvYz94bWxpZD0wMTMwMzUzMzEwL2NoMDI= (Accessed on 1 SEP 2007)