Innovation Behind the Scene Starring Evita Spencer EDUC 6105 August 14, 2011 Week 6: Application Dr. Celeste Fenton
Transcript
1. Innovation Behind the Scene
Starring
LOWES
Evita Spencer
EDUC 6105
August 14, 2011
Week 6: Application
Dr. Celeste Fenton
2. History
Lowes was established in 1921
3. Founders: Lucius S. Lowe, Jim Lowe, Carl Buchan
4. The Mooresville, North Carolina-based chain has grown from a
tiny hardware store into the worlds second largest home improvement
retailer.
5. In 1961, the company went public and in 1979, the company
started trading on the New York Stock Exchange.
6. By 1962, its operations had grown to 21 stores.
7. In the early 1990s, Lowes adopted a big-box format to
compete with Home Depot.
8. Since then, the company has grown nationwide and today, its
stores offer around 40,000 products in stock and even more products
are available through their Special Order Service.
9. In 2007, Lowes opened its first stores in Canada.
10. It also open its first stores in Mexico by 2009.
11. Lowes is ranked 48 in the 2008 Fortune 500 Largest
Corporations in America and also made $46.9 billion revenue in
2006.
Lowes, 2008
12. Structure
Lowes 2009
Store Manager
13. Department Manager
14. Lawn and Garden
15. Seasonal
16. Appliances/Cabinets
17. Home Dcor
18. Electrical
19. Plumbing
20. Millwork
21. Lumber
22. Front End
23. HR
24. Head Cashier
25. Cashier
26. Receiving
27. Cash Office
28. Night Stock
Culture
Definition
The culture is when a leaders works with others in the organization
to understand the organizations culture, which are the core beliefs
and values that are shared by the organizations members that guide
their actions in its behalf and define their expectation about the
actions of those around them.
29. Break down of the Culture
A couple weeks ago the head cashier for that particular day called
off.So the cashier had to wait a little longer for money exchanges
or overrides from the managers. So I was responsible for contacting
the managers to inform them of each situation and make sure the
situation was taken care of in a timely manner because of course if
it wasnt, then I would have to handle it at the customer service
desk, which could lead to our company losing a customer, money or
confidence from community.
30. Facing the Culture Issue
I was able to assess the situation and acknowledge the culture of
the organization while keeping the companys vision a priority.Some
of my weakness as far as being a leader or becoming a leader in the
future is planning.I am able to plan how to handle a situation, but
I lack the skills to change that plan if something else comes up.I
believe that I can improve this weakness by always having a backup
plan just in case the original plan does not work out.I like the
company that I work for, but you are not properly train for your
position.Their training consists of you watching videos on the
computer and taking test about the video.Once you complete that you
are place in that position and you learn as you go.I believe this
has caused a great deal of turnovers for this company because
people are not confident in the position that they are in so they
eventually quit.The way I approach the situation is after learning
about how they train is I got a small notebook in my pocket and any
problems I run into and I have ask for help. I write down the steps
that I am given to fix the situation so I can know what do in the
future if I run into the same problem.This has also helped me
because sometimes there is not anyone around to ask questions or
ask the same question again.So I am able to recap on how to handle
the situation in a timely manner, which leaves the customer
satisfied and happy.I also can pass this information on to new
employees and maybe this can possibly lower the turnover
rate.
31. Researching the Change of the Organization
Lowes Goal focuses on the customers.
There are many factors that make up customer service, especially
behind the scenes.The people behind to scenes must be well-trained,
dependable and excited to help the organization see their vision.
These good employees are the ones that can be promoted, don't
create problems at work, and seem to know how to do their job. The
managers only needs to give them direction on occasion and the
workers seem to consistently show up to work on time
(ArticleClick.com, 2011).
32. Continue
Researching the Change of the Organization
This company is lacking good employees.They are not dependable,
lack self-determination, unappreciative, cheerfulness and
discipline.This affects the business as a whole.When a person does
not show up it puts more responsibilities on the other employees
and that causes the employees not to give the customers the
attention that they deserve.Recently the company let two managers
go and move a exist manager to another store.A lot of the employees
did not like this change and does not believe that this new manager
is as good.I was not under the old manager, but I believe that new
manager came from a store that had the same problems that this
current store has.One change that he has made is hire around
fifteen to twenty new front end employees; these employees consist
of head cashiers, cashiers, and customer service and return desk
employees.He saw that there were not a lot of dependable employees,
so to prevent the lack of customer service by making sure there
were extra employees on staff.
33. Organizational change can be defined as developing
systematic approaches to improve the way an organization conducts
its mission. Although we sometimes don't want to admit it, there
are always better ways of doing our job. Think of change as an
opportunity for improvement (Maxwell, 2002).
Innovation
34. Employees having issues with
Innovation
Some of the resistance within my organization is older employees
does not like that new employees are in higher position.They
criticize the work and constantly challenge their authority.These
individuals were once in the position that they criticize, but step
down for different reasons.
35. The Effect of the Innovation
Some of the resistance within my organization is older employees
does not like that new employees are in higher position.They
criticize the work and constantly challenge their authority.These
individuals were once in the position that they criticize, but step
down for different reasons. The new people can adapt to the change
because they have not been in the position as long as some of the
employees have been a part of the organization.
36. Innovation Process
Convincing the organizations members and relevant outsiders that
things are better for having undergone change (Beach, 2006) is very
important.It is very important to communicate.The leaders/manager
must be willing to listen to the employees/followers opinion on the
change.This will keep the negativity about the change from
spreading.With communication you must also keep all organization
materials update as you are going through the change so there will
not be any confusion internally and externally.
37. Resisting Change
Resist change if they are not approach with reexamining the vision
and mission statement that were written at the beginning (Beach,
2006).I believe that any time there is change you have to plan for
the positive and negative impact it may have on the people of the
organization, the organization itself and the community surrounding
the organization.This is why you should explain the change to the
employees of the organization and the community that surrounds
organization.
38. The big change within the organization is the technology
update.This has cause a lot of issue with the computer processing a
lot of things and updating lots of things.As the organization goes
through this change we have a lot of attendance issues with
employees and other policies being broken by some of the
managers.
39. The strategies that the leader of the organization that I
am apart of use is having a positive outlook even through the
unexpected changes of losing three manager.He keeps you on your
toes and challenges you.Since he head manager is short three
managers now, he and the other manager takes on those
responsibilities too.The manager that is there now does not just
set at the desk, but is very active in the organization.If there is
a department that needs assistance; they are willing to help
instead of sending someone else to help.I believe that these
characteristics will rub off on the employees and will encourage
the employees to step up to the plate.
40. Once the Change is..
Once technology is updated and they work out the kinks, I believe
that this change will benefit everyone has a whole.It will help
with inventory issues, order issues, and over customer service.The
existing employees were informed and are being train and the new
employees went through the training process when they
started.Information has been communicated, but not a lot of the
documents have been updated.
Completed
41. The leader needs to seriously focus on these
four steps for the change to be successful...
Effective communication is important for the management to
communicate
the reason for the change, and the positive impact the change will
have on the organization (and the people).
2. Team building helps with the developing a cohesive team builds
confidence in the team members,
and they are willing to accept change as they work towards a common
goal.
3. Time to adapt give the members of the organization time to
adjust to the changes you are recommending.
4. Show resolve be committed to implementing new ideas. This will
help foster creative thinking from
the members within the organization (Maxwell, 2002).
42. Work Cited
ArticleClick.com. (2011, January 12). Article Click. Retrieved July
22, 2011, from Article Click:
http://www.articleclick.com/Article/The-Definition-of-a-Good-Employee/966130
Beach, L. R. (2006). Leadership and the Art of Change. Thousand
Oaks: Sage Publication.
Bligh, D. M. (Director). (2010). Resistance to Change [Motion
Picture].
Chinn, D. (2011, June 30). Employee Adaptation to Organizational
Structure Changw. Retrieved August 30, 2011, from eHow:
http://www.ehow.com/info_8670036_employee-adaptation-organizational-structure-change.html
Lowes. (2008, May 10). Lowes. Retrieved August 13, 2011, from
Lowes: http://media.lowes.com/history/
Lowe's. (2009, June 10). Lowe's. Retrieved August 13, 2011, from
Lowe's:
http://www.thehistoryofcorporate.com/companies-by-industry/traderetail/lowe%E2%80%99s-home-improvement-warehouse/
Lowe's. (2010, December 12). Lowe's Home Improvement. Retrieved
July 10, 2011, from Lowe's Home Improvement:
http://media.lowes.com/company+overview/
43. Maxwell, J. C. (2002, November 11). National Headquarter
Civil Air Patrol. Retrieved August 6, 2011, from National
Headquarter Civil Air Patrol:
http://members.gocivilairpatrol.com/Prof_Dev_Modules/cap_admin/cap_homepage.htm
Money-Zine.com. (2004-2011). Career, finace and Investing:
Money-zine.com. Retrieved January 14, 2011, from Money_zine.com:
http://www.money-zine.com/Career-Development/Leadership-Skill/Transformational-Leadership/
Reiter-Palmon, R. H. (2006, August 11). Innovation. Encyclopedia of
Industrial and Organizational Psychology. , p. 20.
Steneker, E. (2003-2009, May 12). Making a Point of Good Customer
Service: Customer Service Point. Retrieved June 12, 2011, from
Customer Service.com:
http://www.customerservicepoint.com/customer-service-definition.html#
Warrilow, S. (2009, July 3rd). Transformation Leadership Theory:
The 4 keys Components in Leading Change & Managing Change.
Retrieved December 12, 2010, from Ezine Articles:
http://EzineArticles.com/?expert=Stephen_Warrilow
Wiley&Son. (2009). Organizational Change and Development. In M.
M. Hitt, Organizationa Behavior: A Strategic Approach (pp.
498-502). Colellan.
Continue Work Cited
44. Not everything that is faced can be changed, but nothing
can be changed until it is faced.
--James Baldwin