Subject category:
Strategy and General Management
Published by:
Graduate School of Business, The University of Cape Town
Length: 24 pages
Data source: Field research
Abstract
This case study discusses a rekindling of a company''s values within a retailing company that has grown from 4 stores and 50 employees in 1967 to some 265 stores and around 28,000 staff in 1998. These values, such as supremacy of the customer, are based upon the experiences of Raymond Ackerman, the Chairman and CEO. They were developed from many key sources such as learning from his father to visiting and studying supermarkets in America during the 1950s. The case study shows how values such as loyalty, honesty and integrity have become intertwined in many acts such as looking after sick staff and training persons from formerly disadvantaged communities at Disneyworld in America where they attend the ''Disney approach to Quality Service course''. The case study discusses a failed early globalisation attempt in Australia during the apartheid era and future governance issues. A joint venture agreement with Shell in the Philippines is presented as a possible way for future growth.
About
Abstract
This case study discusses a rekindling of a company''s values within a retailing company that has grown from 4 stores and 50 employees in 1967 to some 265 stores and around 28,000 staff in 1998. These values, such as supremacy of the customer, are based upon the experiences of Raymond Ackerman, the Chairman and CEO. They were developed from many key sources such as learning from his father to visiting and studying supermarkets in America during the 1950s. The case study shows how values such as loyalty, honesty and integrity have become intertwined in many acts such as looking after sick staff and training persons from formerly disadvantaged communities at Disneyworld in America where they attend the ''Disney approach to Quality Service course''. The case study discusses a failed early globalisation attempt in Australia during the apartheid era and future governance issues. A joint venture agreement with Shell in the Philippines is presented as a possible way for future growth.