Organizational Culture

Culture (Latin: cultura, means "cultivation")

An integrated pattern of human knowledge, belief, and behavior.
The set of shared attitudes, values, goals, and practices.
 Definition
 A pattern of basic assumptions – invented, discovered or developed by a given
group as it learns to cope with its problems of external adaptation & internal
integration – that has worked well enough to be considered valuable &
therefore to be taught to new members as the correct way to perceive, think &
feel in relation to those problems.
 It has also been defined as "the specific collection of values and norms that are
shared by people and groups in an organization and that control the way they
interact with each other and with stakeholders outside the organization.“
 organizational culture is a set of shared mental assumptions that guide
interpretation and action in organizations by defining appropriate behavior for
various situations.

“Total Customer Satisfaction”

“Think out of the box”
“If you have got time to lean, you’ve got time to clean”
“When you are green, you grow; when you are ripe, you rot.”
Characteristics
 Observed behavior regularities - pattern of interactions.
 Norms – guidelines about how much work to do – ‘Do not
do too much; do not do too little’.
 Dominant Values – high productivity, low absenteeism, high
efficiency.
 Philosophy – how employees/customers are to be treated.
 Rules – strict guidelines related to getting along the
organization.
 Organizational Climate – physical layout, conduct of
employees with each other & customers.