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분야
hwp1.1 Reason for company selection
1.2 About NORDSTROM
Chapter2. Customer Service
2.1 Customer Satisfaction Management
2.2 Service Strategy
2.3 Critical Success Factor - (Customer management skills)
Chapter3. Human Resource Management - HR practices of the company
3.1 Organizational culture
3.2 organizational structure - inverted pyramid style
3.3 Job requirement, description
3.4 Recruiting&Employee Training
3.5 Promotion policy - internal promotion system
3.6 Rewards - incentive, Nordstrom Special contest
3.7 Excellent Achievement Award
3.8 Empowerment
Chapter4. How to apply NORDSTROM`s HR practices to hospitality industry
Chapter5. Our Opinion
Nordstrom provides a significant amount of training for salespeople through the continuous coaching and mentoring provided to new hires, and through the ongoing support provided to staff by managers and senior sales people. Managers are taught to be servant leaders, an approach that has taken hold in many great organizations. This is best exemplified by the notion that a great leader is first a great servant to those who depend on her or him.
At Nordstrom this is best seen in the ‘each one teach one’ approach to insuring that employees are continuously supported in their professional growth and development. While there are formal, structured programs that support professional development such as Nordstrom Future Leaders and the New Manager Development Program, it all rests on the expectation that mentoring and coaching is part of everyone’s job.
In the Culture Audit© response to a question about training and development, Nordstrom writes: “At Nordstrom, we are often asked what makes our company unique. Many people think we have a rigorous training process or a special secret. There is no secret. Without a doubt, it is our people. Nordstrom is a company made up of nice, competitive, hard-working people who like to have fun at work. An “each one teach one” philosophy is ingrained in the culture, and all the great leaders in the company are amazing teachers. We believe our employees often learn more through the examples and lessons of mentors than they do in formal training.”
“Nordstrom customer services are always directed toward excellence. We are the best team workers. Nordstrom is a company always worried about the professional development of its employees. It provides proper training for facing actual and future challenges.”
“Management consistently trains employees. Classes are held often attended by not only new hires but by old employees. The company gives you a sense of family, a sense of belonging. Employees are given a chance to meet members of the Nordstrom family who visit locations from time to time and have a one-on-one communication during their visits. Best of all is the focus on customer service. Employees are trained to give the best service.”
-고객 감동의 신화-노드스트롬 조직행동이론(이인석 교수님, 서강대)
-신화가 된 전설적인 서비스(뱃시 샌더스, 미래지식, 2004. 12. 20)
-삼성은 왜 노드스트롬을 벤치마킹하는가?(예문, 이광종, 2005. 1. 24)
-서비스기업의 경영전략(이순철, 삼성경제연구소)
-15초 안에 팔아라(패트릭 매카시, 세종서적)
-조직행동이론(박내회 교수님, 서강대)
-경영학연습(정순진, 에듀넷)
-경영정보시스템(남기찬 공저, 대영사)
-머니투데이 2005-01-21
-연합뉴스 2005-05-06
-한국경제 2004-07-09
-매일경제 2003-12-04
-www.nordstrom.com http://cafe.daum.net/lovemeandyou/ nordstrom.com/ourstores careers.Nordstrom.com
-Nordstrom - Great Service for over 100 years, best company for 25 years/GREAT PLACE TO WORK INSTITUTE
-Handbook on service excellence: A guide to service excellence in public management with lessons from best managed companies/The Centre for Good Governance(CGG)
