In June of 2002, Ezra Hansel decided to analyze the culture of the Homestyle Sandwich shop,

located in Lausanne Switzerland. Ezra had heard that the company’s culture was a direct
reflection of its eccentric manager, Cosmo Kramer. Ezra decided to visit the store and
interview some of its employees.

The first thing that struck him was that when he walked in every employee, and even many of
the customers, said or waved hello to him in loud voices. “Welcome,” they said, “come on
in.” He felt at ease right away. Ezra ordered a sandwich and a soft drink and sat down at one
of the tables. On the table there were some crayons and paper to draw, and Ezra imagined this
was for children when they visited. He also noticed that there were expensive magazines from
all over the world available to the customers, above which was a sign that said “Help Yourself.
And if you don’t have time to finish reading what you started, feel free to take the magazine
with you and return it when you have finished.” Ezra’s sandwich was brought over to him
and he was delighted at the fact that the bread was hot and homemade and that all the
ingredients looked very fresh. And even more striking was the fact that the sandwhich looked
like a work of art.. He looked over the menu and saw that the original prices were crossed out
(but you could still see them) and next to them were newer, lower prices.

The restaurant’s design was very unusual as well. The walls were all painted different colors,
and one wall had a big and colorful mural painted on it. There were also some paintings for
sale by young and struggling artists. In ddition, rather than music the stereo system was
playing comedy routines.

After eating and enjoying his sandwich, Ezra asked to speak with some of the employees. “If
you won’t get into trouble,” he said. “Trouble?” one of the employees asked. “For speaking
with a customer? Don’t be crazy.”

The employee told Ezra that working here was great, everyone got along really well and
Cosmo was a nice guy to work for. “You know, he used to be a very famous artist and clown
when he was younger,” the employee said. “He is always encouraging us to be creative with
what we do. In fact, he even wants us to sign each sandwich so we will be proud of it. He is
always encouraging us to come up with new ideas. For example, even though we throw a
bucket of cold ice water on him at the end of days when we have record sales, that wasn’t his
idea. It was one of my colleagues who came up with that. And the idea for naming all the
sandwiches after famous paintings and sculptures, that was mine.”

Another employee told Ezra that “Sure, Cosmo has a strange side to him, but he’s also a great
businessman. Like when the competition opened up across the street, Cosmo decided right
away not only to cut prices, but also to show the customers that he had done so. He wanted
them to see that he would always treat them right and that he would do anything to keep them,
including reducing his profit.”

“What about saying hello so loudly and friendly,” Ezra asked.

“Oh that,” the employee said, “I’m not sure exactly, it just sort of happened gradually. Once a
bunch of us employees did it when a friend walked in, and then we did it a little later when a
regular customer walked in, and then, I don’t know, I guess we just started doing it all the
time. Cosmo loves it. He had been looking for a way to make the place even friendlier and he
thought that solved the issue really well.”
Just then Erza heard everyone scream “Hi Cosmo.” After a few minutes Cosmo Kramer came
over to Ezra’s table and sat down. “I heard you are writing a paper about the company,” he
said. “Can I be of help?”

Cosmo told Ezra that he had started the restaurant with one idea in mind: to copy the great
homemade food his mother had raised him on. “That’s why we only use fresh ingredients,
bake our own bread, and serve only healthy and wholesome food.” Ezra noticed Cosmo
drawing with the crayons. “Sorry,” Cosmo said. “I thought it would be a great way for people
to amuse themselves while they wait for their food. It’s also one of my strange habits. I
always have to have colorful crayon to doodle with. I really believe people should always be
able to express themselves, to let out their artistic nature.”

Ezra left the store knowing that what he had suspected was true. The culture of the restaurant
was entirely of Cosmo’s making.

Questions. Answer the following, making sure to link the theory from the article to the case
above. Important: Make sure to use the attached table to help you organize your thoughts
before answering the questions. And please bring the completed tables to class.

1. What values and norms are evident at the restaurant?

2. Where have different elements of the culture come from: Ezra or elsewhere? How do you
know? How can you explain this?
3. Do you agree with Ezra’s conclusion. Why or why not?
Question 1 Definition of value Example of value

Definition of norm Example of norm

Question 2 Explanation using theory Value or norm (specify) came

from…..

Question 3 Explanation using theory Culture came only from

founder

Explanation using theory Culture came from other

sources as well (explain)