Nordstrom Inc. is a Seattle-based department store rivaling the likes of Saks Fi

Question

Nordstrom Inc. is a Seattle-based department store rivaling the likes of Saks Fifth Avenue, Neiman Marcus, and Bloomingdale’s. Nordstrom is a Hall of Fame member of Fortune magazine’s “100 Best Companies to Work For” list. Nordstrom is known for its quality apparel, upscale environment, and generous employee rewards. However, what Nordstrom is most famous for is its delivery of customer service above and beyond the norms of the retail industry. This service orientation serves as a form of control as it helps employees decide how to behave when they encounter new situations. Stories about Nordstrom service abound. For example, according to one story the company confirms from long ago, in 1975 Nordstrom moved into a new location that had formerly been a tire store. A customer brought a set of tires into the store to return them. Without a word about the mix-up, the tires were accepted, and the customer was fully refunded the purchase price. In a different story, a customer tried on several pairs of shoes but failed to find the right combination of size and color. As she was about to leave, the clerk called other Nordstrom stores but could only locate the right pair at Macy’s, a nearby competitor. The clerk had Macy’s ship the shoes to the customer’s home at Nordstrom’s expense. In a third story, a customer describes wandering into a Portland, Oregon, Nordstrom looking for an Armani tuxedo for his daughter’s wedding. The sales associate took his measurements just in case one was found. The next day, the customer got a phone call, informing him that the tux was available. When pressed, the associate revealed that using her connections she found one in New York, had it put on a truck destined to Chicago, and dispatched someone to meet the truck in Chicago at a rest stop. The next day she shipped the tux to the customer’s address, and the customer found that the tux had already been altered for his measurements and was ready to wear. What is even more impressive about this story is that Nordstrom does not sell Armani tuxedos. How does Nordstrom persist in creating these stories that serve as a way to control and direct employee behavior? If you guessed that they have a large number of rules and regulations designed to emphasize quality in customer service, you’d be wrong. In fact, the company gives employees a 5½-inch by 7½-inch card as the employee handbook. On one side of the card, the company welcomes employees to Nordstrom and states that their number one goal is to provide outstanding customer service, and for this they have only one rule. On the other side of the card, the single rule is stated: “Use good judgment in all situations.” By leaving it in the hands of Nordstrom associates, the company seems to have empowered employees who deliver customer service heroics every day.

What balanced scorecard elements does Nordstrom seem to view as most important and why?

Explanation / Answer

Nordstrom is an American chain of the specific luxurious items which is located in some of the major cities of United States of America. This company has a started as a shoe retailer and later turned itself into a luxurious join. This company was established by John C nordstrom in 1887. We have been operating to 60 stores located in 35 different states with the number of 117 full line stores and 143 nNordstrom rack stores.

Not strong has focusing on their capabilities of operation by providing extensive support to the ethical perspectives of the organisation and creating a collaboration between different processes which could increase the employee as well as the customer morale.

Nordstroms vision is very simple. It has always been focusing to its customers to be relevant and to maintain a lifelong relationship with the customers. Serving the customers face to face is always a Foundation as well as a specifically identity of the company. As the customer is evolving according to the market customer experience as well as needs are also changing with which company is also changing and would be changing according to the market. By improving their online experience with the accessibility increased, hi-Tech inclusivity of the stores is unmatched in the society and the market segment.

Nordstrom has been very widely forecast of the new opportunities. Every place in which the new opportunity arises, nordstrom work very intensely to provide the best available service towards its customers. By believing in the service, selection, quality and value town which was said by the John w nordstrom, company has been extremely competitive advantage.

While nordstrom proposes themselves as a very ethical company, and complimenting their organisational structure with number of sustainable alliances, not the storm has been unsuccessful in developing a very ethical working environment. Nordstrom has been very widely implemented into reducing the overall carbon emissions but still they are struggling to specify their specific target. They have also joined the list of American apparel and footwear association for reducing the restricted substances. Though nordstrom not from does not provide any kind of information about the same for eliminating hazardous material for chemicals which is used in its supply chain.

Not the sound does not have a very good working environment and the liver condition of this company is not good enough. It has a supplier code of conduct which is based on the International Labour Organisation convention and the fair labour standards act with UN guiding principles for business and human rights. Nordstrom definitely sources its products from different countries which are prone to the extreme abuse of the child labour as well as different kind of labour abuses. Piping lower wages not this from has never provided any kind of clarification of importing the goods from these developing countries and selling it in United States of America.

P.S.- please leave a comment if any explanation is needed.

Related Questions

Navigate

• Browse (All)
• Browse N
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.