Discuss an organizational culture that is admired and describe the following: a

 The admired Organizations generally share following values with people:
OCTAPACE
- Openness-A spontaneous expression of feeling and thoughts and sharing the same without defensiveness.
- Confrontation-Facing rather than shying away from problem
- Trust
- Authenticity: Congruence between feeling and doing
- Proactive-ness: Taking initiative, pre-planning, and taking preventive action.
- Autonomy
- Collaboration
- Experimentation

b. Which of the seven primary characteristics of organizational culture does the organization embody?
The Organization has following primary characteristics:
- Innovation and risk taking
- Attention to detail
- Outcome orientation
- People orientation
- Team orientation
- Aggressiveness
- Stability

c. Does the organization identified have a strong or weak culture? Explain:

The admired organization in our case a Hotel has strong culture. Because in it strong culture core values are both intensely shared and widely held. The more members who accepts the core values and the greater their commitment to those values is, the strong the culture is. It has strong culture of service, its employees are highly customer responsive and customer orientated.

d. Is this culture ethical, customer-responsive, or spiritual?

In the above company cultural is customer responsive. This means that the employees have competence, ability, and willingness to solve customer problems as they arise.

2. Create a description on the organizations customers on what they want and need from the organization. The description of the organization's customer base, and describe its customers' needs and values.

If we take example of hotel, the customer will want following services from organization in excellent form:
- Check in Service
- Room Service
- Change Service
- Newspaper Delivery
- Automated Teller Machine (ATM)
- Baggage Storage
- Beverage Area
- Complimentary Concierge Desk
- Elevators
- Gift Shop
- Laundry/Valet Service
- Local Area Transportation
- Lounge
- Luggage Hold
- Multi-lingual Staff
- News Stand
The customer will need that they get at least all services in functional form.
The customer will want delight from all services. Service is based on customer perception therefore based on survey it should be found out what is expectation of customer for a particular service and which are the most important things of a service which must be attended for customer satisfaction. Apart from above following steps can be taken to standardize and customer orientation of services:
1 The services should be modeled as per customer expectation and necessities.
2 All non-value adding unnecessary activities should be eliminated in each of the services to save time and money.
3 All processes relating to services should be streamlined. Improvement in the layout, processing of records and the systematization of whole process should be carried out in view of keeping customer satisfaction in center of the whole service. This streamlining will also make all services conducted smoothly and giving services more smoothly and efficiently.
The example of services illustrated below show how above concept are implemented:
In case of three services of check-in and room, change following standards based on doing better than Industry standards can be set:
Processes of check in and room change
The Benchmark for check in time is 4 minutes. To achieve benchmark or better it for reducing of waiting time following should be done:
1. The procedure to wait should be expedited by other person coming to help the check in desk if some queue is formed.
2. The above step should be supplemented by stream lining the entire procedure that is systematizing and eliminating unnecessary non-value adding activities. Once guest requests for check in, the operational and necessary steps of the model procedure are as following:
- Retrieve reservation, check the room status, and retrieve registration card
- Ask for photo ID to verify reservation information
- Present registration card to guest to verify that the information is correct and ask the guest to sign it.
Confirm the following:
- Credit card
- Departure date
- Room category (bedding, smoking preference, view) and rate
Next:
- Inform a bell person.
- Change reservation status to in-house.
3. Once all the steps are streamlined, the time taken for it should be observed.
4. Further layout of entire area including man, facilities, and records should be streamlined for smooth and fast work.
5. Issues of keeping of records, their retrieval procedure and training of person handling the records should be addresses for improving on efficiency and timing.
6. The Bell person should be alert and ready before hand so that time can be further reduced.
7. The other processes like room change request should be similarly improved and time for room cleaning and shifting of luggage and the procedural work of recording can be reduced by observing the procedure and eliminating non-value adding unnecessary steps and streamlining processes and information flow. Here in addition, customer preferences in order of preference should be taken before hand and if it is feasible, the process can start and mean while procedural work can be completed.
8. The activities, which can be done simultaneously, should be identified, which can be as following-
Like after initial verification, a) the bell person should be called to shift luggage to room and b) other activities filling the registration card, signing by guest, verifying credit card, departure date, room category, rate, and changing reservation status to in house can be done simultaneously to save time.