Trust conference presentation
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Zappos has 10 core values that guide their business and culture. They are willing to hire and fire people based on their alignment with these values. To ensure commitment to the values, Zappos focuses 50% of interviews on culture fit, does 4 weeks of new hire training focused on culture and service, offers payment for new employees to quit, and practices hiring slowly but firing quickly. The company also uses a management structure called Holacracy to break down bureaucracy, give employees more voice, increase visibility, adaptability, and efficiency. Overall, Zappos prioritizes company culture above all else.
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Trust conference presentation
- 1. 1 Delivering Happiness Building a Committed Team
- 3. Zappos Core Values 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open- Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble 3
- 4. Company Culture Alignment 4 We wanted a list of committable core values that we were willing to hire and fire on. If we weren’t willing to do that, Then they weren’t really “values”. - Tony Hsieh
- 5. Committing to our Values Z=CV2: 5 • Recruiting: Interviews are 50% based on culture fit • 4 Week Training: Focusing on Culture and Service • We will pay you to quit • Hire slowly, fire quickly
- 6. No Monkey Business Culture Everyone’s Job 6
- 9. Enter Holacracy • Break down bureaucracy • Gives everyone a voice • Increases visibility • Makes us more adaptable • Increase efficiency Bureaucracy Visibility Adaptability Voice Efficiency Politics
- 10. Key Elements of Holacracy 1. Organizational Structure Organizing the Work, Not the People 2. Governance Process Working on the structure of the organization Tensions Drive Change 3. Operations Tactical Meetings to get work done in the organization
- 12. Community, Charity, Events Fun in our work environment Inspires creativity Brings teams together Ties to our values and/or goals 12
- 13. Programs Wellness Gym / Endurance Program Co-Worker Bonus Zollar Store Wishez 13
- 14. 14
- 15. Programs Wellness Gym / Endurance Program Co-Worker Bonus Zollar Store Wishez 15
- 16. Know your Team/Build Relationships #mentors 10-20% time outside of the office Team Building Happy Hours Offsite Zappos U 16
- 17. 17 CULTURE THE #1 PRIORITY “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” -MAYA ANGELOU
- 18. Commitment in Action “What is truer than truth? The story.” Jewish Proverb
- 19. Thank you for allowing me to be here! 19 Check out Zapposinsights.com For more information! speaker@zapposinsights.com Tour Zappos HQ Q&A Sessions Live Events Speaking Membership
Editor's Notes
- The whole story started in 1999 when founder Nick Swimnurn couldn’t find the Airwalk Desert Chukka boots he wanted in any of the stores… Over the years we learned a lot about what customers want from an online retailer. Shipping costs and timeframes were a major concern for customers (and still are today!) – The Return policy and ease of executing a return was also very important. Drop-Shipping as a start – Eventually got our first Fulfillment Center (in California) – next slide
- Go into CV story 2006 – growing at such a rapid rate
- To understand Holacracy – we have to start in the beginning. The multidivisional form of companies was first realized by General Motors in 1920. In this model you divide labor into functions and specialties. As you continue to divide an organization in this way you increase efficiency, but as a side effect you disconnect people form each other and from the overall purpose of the business.
- What happens when there are layers and layers of management hierarchy? This person has an idea on how to solve a problem at Zappos in their role – they happen to be out to beers with their friend, who happened to be a manager two levels above him. He shares his idea, and comes up with ways to start changing things. When they get back to work on Monday, the direct manager finds out and is miffed that this person went over their head to address a problem on the team. He makes his way up the chain discrediting the person, and all of a sudden the conversation is more about how to share ideas, and less about the actual idea. This is something that happens at Zappos. To the audience: What are some other challenges that come from this management hierarchy? SHARE OUT
- Holacracy is a new operating system. Changes the way power works. The way decisions get made. The way we structure and work around a purpose. Break down bureaucracy: no more titles. Gets rid of office politics Gives everyone a voice: meetings give sacred space to share their ideas Increases visibility: helps each of us define our work and contributions and others can see what your skills and strengths are Makes us more adaptable: can respond to different needs across the company, over time you’ll be able to leverage your passion and skills to make change across the company Increase efficiency: don’t have to go through all these levels to make things happen Connect to core values – this will help us better embody our core values!!
- Cool – so Holacracy sounds great …what is it? <read through slide>
- Not only does a traditional management hierarchy cause problems - these structures are 50- 100 years old. If we were using computers that were that old they would look like this. Why are we using organizational technology that hasn’t changed in nearly a century?
- Mom passed away, wanted to return shoes, rep thought how can I help. I am going to go above – send UPS to door ($10) rep used their best judgement customer was thrilled. Went to sup said we should do something, lets send her flowers, go ahead. This woman had a blog, blogged about her great experience. Media picked it up and now it has about 50K hits. Can’t plan for this type of exposure. Hire the right people to fit into what you vision and core values are and your people will do the right thing.