Organisation Culture & Service Excellence : A study of Contemporary Business Operations

Organisational culture is a complex phenomenon usually related to shared values and norms. It is also the way members deal with different issues and problems; a form of common sense, an outcome of cultural processes at work in a particular setting (Linstead, 2004). During 1980s the economic success of Japanese firms brought the organisational culture to the spot light in order to understand the resulted economic success of recent war ravaged economy. Japanese companies seemed to have a particular employee management technique which has created committed employees ultimately resulting in a high quality output. The perceived connection between organisational culture and organisational performance draw further interest in the management literature (Anon, 2008).With the emergence of modern corporate organisation researchers have focused on how this phenomenon of organisational culture can contribute towards the achievement of corporate goals. There have been attempts by various researchers to identify effective and ideal organisational culture by studying the different attributes possessed by them.In this case study we would explore the organisational culture of Royal Arcadia Mall and further analyse the relation between its culture and other concepts such as organisational structure, motivation, leadership, power and strategy. We will analyse the positive contribution of existing culture to the success of this organisation and further identify weaknesses which need improvement to continue business success in future