Mission Statement and Goals

• “Through these doors pass the most courteous people in the world”.
Found at employee entrance at almost all Nordstrom stores across the
country.
• “Nordstrom’s long-term goal is to deliver industry-leading performance,
and the goal for the next several years is to build a multi-channel
merchandise offering.”

(http://about.nordstrom.com/aboutus/diversity/mission_statement.asp).
 One Rule
• “Our goal is simple and its been the same for 100 years: to provide outstanding
customer service in interactions with customers, coworkers and vendors. This is
what we were founded upon and this is what we believe supports our success.

As a Nordstrom employee, you’re part of a legacy of talented individuals who work

together to provide the highest level of customer service. As an employee, you’re
going to face many new challenges and opportunities. As you rise to these
challenges and take advantage of the opportunities, we ask that you follow the
philosophy Nordstrom was founded upon. We believe the three ideas below
empower you to provide outstanding customer service every day.. One customer
at a time.
• Use good judgment in all situations
• Be truthful and forthright with your
customers, coworkers and vendors
• Value honesty above all things, as it is the
foundation of successful teamwork and
superior customer service.”

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 Customer and Employee Testimonials
• “Nordstrom is a class act with a well-deserved reputation for doing right by
customers” Eric Starkman (Forbes)

• "If a customer comes in and needs a suit in a hurry for an interview or a funeral, I
will find them the suit, get it altered for them so they can have it in time. I even go
in on my days off to be certain things are being taken care of for my customers,"
Shelton Cole (Tacoma Nordstrom wardrobe consultant)
 Community Service
“Give back to the communities that give to us”
• Services
– Community giving, Support Nonprofits, Nordstrom scholarship
programs, United way and International Development.
• Go green
– Resource conservation, waste management, packaging and product
innovations, organic cotton development, and Nordstrom
restaurants.
• Protecting human rights
– Partnership guidelines, social responsibility in manufacturing, and
strong partnerships.
• Nordstrom cares program
– Haiti Relief
 Diversity
• OUR DIVERSITY MISSION STATEMENT:
– To maintain a workforce that represents many backgrounds, while remaining
deeply committed to cultivating an environment where the contributions of
every employee, customer and vendor are valued and respected.

• Of the Company's total employment

– 42.2% are people of color and
– 72.1% are women.
– 31.9% of our management population is comprised of people of color and 73%
are women.
– Two people of color and two women also serve on our Board of Directors.

• “We consistently use models from a variety of backgrounds, which include age,
race and disability.”
• “Supplier Diversity Program” est. 1989
– provides a business opportunity to supplying companies that mainly owned by
minorities and women.
• Saipan sweatshop case
– "We believe the settlement is a positive step toward our goal of ensuring that the goods we contract to manufacture in
Saipan are made in compliance with law," Nordstrom's co-president, Erik Nordstrom, said in a statement from Seattle.
• EEOC discrimination case
– "Employers must act swiftly to correct harassment and prevent abusive conduct," said EEOC Regional Attorney Nora E.
Curtin. "Instead of dealing with the despicable racial and ethnic comments, Nordstrom management allowed the
harasser to retaliate against the employees for complaining."
• Alioto discrimination case
• False advertisement
– "We found that some of our ads in Southern California were not as clear to the public as they could be, but it never
was our intention to confuse the public."Chris Breidenbaugh, Nordstrom's corporate director of public relations
• Gregory Payton discrimination case
– Nordstrom uses a dispute resolution program to resolve many disputes and claims between Nordstrom employees and
the Company and its agents. This means that certain disputes and claims must be resolved through . . . final and
binding arbitration. Should you be employed by Nordstrom, you may not purse courtroom litigation as a means to
resolve disputes or claims between you and the Company that arecovered by the dispute resolution program.
• Failed to pay wages case
 Ethical Assessment
• “Diversity Eyewash?”
– “In spite of Nordstrom's diversity initiatives and the honors it received from
minority and disability rights organizations, the company did not escape
criticism. Over the years, Nordstrom became involved in a few controversies
regarding discrimination against employees on grounds of disability. “

• Individualism approach
 Social Responsibility Assesment
• Social responsibility and economic
performance:
– Great customer service bring customers back vs.
lawsuits because of how diverse company is.
• Environmental responsibility approach:
– Activist
• Social responsibility:
– Ethical and legal troubles but positive economic
and discretionary.