Chapter 2

Question 1

Organizational Culture

Answer 1

A system of shared meaning and beliefs held by its members that determines how they act towards each other and outsiders

Question 2

Omnipotent View

Answer 2

The view of managers is directly responsible for an organization’s success or failure. Quality is determined by the quality of Managers

Question 3

Symbolic View

Answer 3

The ability of managers to affect outcomes is influenced and constrained by external factors.
Good quality managers use both viewpoints

Question 4

Implications of organizational culture

Answer 4

Perception
Shared
Descriptive Term

Question 5

Strong Culture

Answer 5

Key Values are deeply held by all
Have a strong influence
(Weak culture will have the opposite effect)
Loyal employees, High performance
The drawback is that it can prevent innovation
Subcultures
Organisations have Dominant Cultures and Subcultures
Defined by department designation or geographical separation

Question 6

Where does it come from?

Answer 6

• Based upon the vision and mission of the organisation’s founder
• Is passed on and modified based on macro environmental factors.

Question 7

How is it Established and maintained?

Answer 7

Recruitment of employees who “fit”
Actions of Top Management
Socialisation of new employees to help them adapt to the culture

Question 8

How Employees Learn Culture

Answer 8

Stories
Narratives of significant events or actions of people that convey the spirit of he organisation
- Rituals
- Repetitive sequence of activities that express and reinforce the values of the organisations.

Material Artifacts and Symbols
Physical assets distinguishing the organisation

Language
Acronyms and Jargon of terms, phrases, and words meanings specific to an organisation

Question 9

Creating Ethical Culture

Answer 9

High in risk tolerance
Low to moderate aggressiveness
Focus on means as well as outcomes

Question 10

Creating an innovative Culture

Answer 10

Challenge and Involvement 
Freedom
Trust and openness
Idea time
Playfulness/Humor
Conflict Resolution
Debates
Risk-taking

Question 11

Creating a customer Responsive Culture

Answer 11

Outgoing and friendly employees
Few ridgid rules, procedures and regulations
Widespread use of empowerment
Good listening skills
Role Clarity
Employees attentive customer needs

Question 12

Creating Culture That Supports Diversity

Answer 12

Showing that they value diversity through their decisions and actions
Look for ways to reinforce employee behaviors that exemplify inclusiveness.