A Tale of Two Cultures
Organizational values are determined, in part, by the CEO and can have a significant impact on effectiveness. To achieve excellent customer service, Southwest Airlines maintains a flat structure marked by understanding the needs and problems of employees, encouraging them to act autonomously in finding solutions, and devising rituals to foster closeness. On the other hand, Value Line under CEO Jean Buttner, monitors employees closely strictly, regulates trivial aspects of employees’ work style, and provides meager raises and health plans. Thus, frugality being their main instrumental value has led to widespread dissatisfaction among employees and customers alike.