LUSH COSMETICS

ORGANIZATIONAL
CULTURE
MICHELLE BASSIL, BIANCA LOFTON, VIGNESH
MURALIDHARAN, RICHARD NGUYEN,
MUHAMMAD SHARIQ
WHO IS LUSH COSMETICS?

Lush Cosmetics is a company

that offers an array of cosmetic
products such as bath bombs,
shower gels, facial cleansers,
soap bars, etc. containing high
quality ingredients
THREE LAYERS OF LUSH’S ORGANIZATIONAL CULTURE:

• In creating a strong brand,

customer
satisfaction/experience is the
most important factor in
customer retention

Espoused
Values:
• “The
customer is
always right”
Visible Artifacts

• Shop atmosphere and

employees cater to the
customer every step of
their shopping experience
 DO ALL THREE LEVELS ALIGN?

Underlying
Assumptions
Yes! Underlying assumptions are carried
out through the visible artifacts, and
espoused values stay the center of Lush’s
Espoused Visible
Values Artifacts
theme.
 RECOMMENDATIONS FOR IMPROVING:

Fast change: Offer incentives/prizes for employees based on customer satisfaction scores
collected during checkout rather than based on number of units sold (implement a digital system
for this); shifts attitudes of employees therefore affects organizational culture

Long-term change: Create strong relationships among team members by holding monthly staff
get-togethers; affects organizational culture pertaining to teamwork, which can then affect
customer satisfaction scores if team members are collaborating effectively to best assist
customers