The Analysis of Cisco Systems - 1747 Words

Wenmao Yang MBA 610AE: Organizational Behavior Professor Tammy MacLean November 16, 2011 Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture Introduction/General Problem Statement: Doug Allred was Vice President of Customer Advocacy organization of the Cisco’s corporation. This organization was erected to consolidated all functions that directly touched the customer but sales to provide high-quality customer service. Since August 2001, the IT market turned down and brought severe challenges to Cisco as the company had to lay off 18% of its employees and reorganized its structure, transforming from decentralized organizational structure with three business units to centralized organization. However, these changes†¦show more content†¦Alternative Solutions: In such a situation, since the bad economic environment, it is not possible to keep the original structure to fit its culture. One possible method to solve this problem is to collect continuous customers’ feedback and to subdivide the feedback by different departments. The culture of Cisco is to keep paying attention to the customers, no matter the amount of resource. But the new structu re made the whole resources of the company useless to satisfy customers. Thus, a good way to know what customers need is to collect the feedback from them. In the article How to Change a Culture: Lessons from NUMMI, the author told us that â€Å"those of us trying to change our organizations’ culture need to define the things we want to do, the ways we want to behave†.iv By collecting the feedback of customers, each Cisco’s employee could be clarified of what they need to do to satisfy the customers. To make the feedback effective, Cisco should pay attention to two aspects. One aspect is to look for attitudes of the customers. Unlike the common survey of other companies, Cisco should constantly to collect the data and feedback from new customers. By this method, Cisco could have the newest tendency of the customers’ need. The other aspect should relate to the employees of Cisco. Just as in the article Leading by Leveraging Culture, the author says, â€Å"the strong cultureShow MoreRelatedCisco Systems Inc. : Analysis998 Words   |  4 PagesCISCO SYSTEMS INC., is one of the worldwide leaders in networking for the Internet, headquartered in San Jose, California, that manufactures, designs and sells networking equipment. Their unique hardware and software designs are used for connecting computers and PC networks, so the populace have trouble-free access to information. The company was originated by two computer scientists in 1984 from Stanford University in quest of a sim pler way to connect different types of computer systems. 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Cisco Systems, Inc. designs, manufactures, and sells Internet Protocol (IP) based networking products and services related to the communications and information technology industry worldwide. Cisco also provides broad line of products for transporting data, voice, and video within buildings, across campuses, and around the world. Various products offered by Cisco are switching, NGN routing, collaborationRead MoreCase Study for Cisco1383 Words   |  6 PagesCisco Case Study Cisco Systems, Inc. (NASDAQ: CSCO) is an American multinational corporation headquartered in San Jose, California, United States, that designs and sells consumer electronics, networking, voice, and communications technology and services. Founded by Len Bosack and Sandy Lerner, a married couple who worked as computer operations staff members at Stanford University, along with Nicholas Pham, founded Cisco Systems in 1984. For the first time in a decade Cisco experienced its first