Individual Final Project. Describe the company’s leadership culture

Name
Tutor
Course
Date
CVS Health
1 The company that you have chosen for class should be used for the diagnostics of this project. All analysis and writing should be done individually.
CVS Health
2 Please specify what the company is known for in the news
CVS Health is known as a healthcare provider.
3 Please describe the company’s leadership culture.
CVS Health has a creative leadership culture. This type of culture is less concerned with leading but more with creating an environment where all employees utilize their creative thinking skills to improve the overall performance of the organization. This does not mean that everyone generates the ideas, but is empowered to ask whether there is a better way and is involved in the implementation of solutions aimed at improving the organization. Everyone is held accountable. This type of leadership drives a culture of innovation in the organization. CVS Health’s bold move to scrap tobacco products from its shelves is a demonstration of a creative leadership culture. By removing tobacco from its shelves created risks for the company but also various opportunities as well. Companies need to adapt to the changes in the business environment. People have become more concerned with the effects of tobacco on one’s health and retaining the products could have created a bad image for the company in the long-run.
4 Is the company a public or private company?
CVS Health is a public company because its shares are traded in the stock exchange market.
5 How large is the workforce of your company?
CVS Health has a chain of pharmacy stores and health centres across the country. By the end of 2018, CVS Health had more than 290,000 employees.
6 Please describe the diversity of your company in detail.
CVS Health serves clients from all cultures and in order to ensure that their needs are well addressed, the company hires employees from all backgrounds to ensure that their clients are well represented. Therefore, since the company serves millions of clients every day, they have workforce that does not only reflect the large client portfolio but also their communities. The company believes that this diverse workforce will help it thrive and achieve its objectives.
7 Please summarize employee feedback about their work experiences.
Most of the employees current and former praise CVS Health from a number of aspects. They mainly focus on the culture, perks, autonomy, experience with other co-workers among other important aspects. Most of them said that they love CVS Health because of its values which does not discriminate your background. This creates an environment where everyone wants to come back to tomorrow. Also, others said that they received discounts everywhere which kept them motivated. Additionally, others said that the company provides them with opportunities to grow and develop themselves. From these feedback experiences, it is evident that CVS Health has created an environment that makes everyone appreciated. However, not all employees have the best experiences there are those who have bad experiences. Some of the current and former employees said that they were not happy because the company has created a toxic environment by coming up with huge expectations. They have heavy workloads with a small staff making them exhausted. On other hand, some say that they are not happy with the company because there is no job security. They claim that the company is laying off employees in order to increase their profits. Others say that their working time is getting reduced; some who are supposed to be full-time employees are now part-timers. So, some employees say that they are not sure whether they will be back to work tomorrow and that keeps them worried.
8 Who are the customers of your company?
CVS Health has services based on two categories: Pharmacy services customers who consist of primary sponsors of health benefit plan such as insurance companies, MCOs, employers, government employee groups and unions and individuals; and retail pharmacy customers who consist of commercial employers, government-sponsored health care programs (Medicare and Medicaid plans), and managed care organizations (CSI Market).
9 Please summarize customer feedback about their experiences dealing with your company.
From the feedbacks provided by the customers, majority of them are satisfied with the experience they receive at the centres. However, most of them are concerned that the company has no place in the digital world where they can inquire about certain prescriptions or general inquiries without visiting the stores. Generally, many of the customers are happy with the services they receive at CVS Health. However, some customers are concerned with the modes of payment since they are required to pay out of their pockets for prescriptions when their plans are not updated.
10 A) Conduct the following research:
1 Workforce Diversity Improvement
The objective of most organizations is to earn profits and enhance their productivity. The research demonstrates that having a diversified workforce has become the trend in modern business environment, but to manage it has proved to be a challenge to the management. The same research has also demonstrated that although a diversified workforce improves the productivity of an organization, it can also be a disaster if not well managed due to various factors such as language barrier, differences in perceptions and attitude clashes which has a direct relationship with human behaviour which has a significant impact on the organization’s productivity (Saxena, 2014). Due to these issues, workforce diversity is being treated as a problem in an organization and must be handled carefully. The research suggests that this problem can be handled by adopting various strategies such as:
* Use of a common language among employees.
* Implementing an effective reward and mentorship programs (Valantine, Lund & Gammie, 2016).
* Having an effective communication channel.
* Encouraging a collaborative culture.
* Accept that it is all about quality and not culture.
2 Implementation of Smart Technology for Customer Service Processes
Smart services through information and communication technology address the dynamic needs of customers. Smart technology improves service delivery and helps in the decision making process. Through the adoption of smart technologies, customers can engage with the producer and remove the traditional process where the customer was required to visit the headquarters or retail shops. With smart technology, especially online purchases, customers are able to search for online coupons, compare the prices, daily deals, or other incentives that will decrease the price. Therefore, before the implementation of a smart technology, the organization must consider various customer dynamics (Foroudi et al., 2018). Studies suggest that before implementing a smart technology, the organization must evaluate its profitability by investigating how smart services are changing the business models (Dreyer et al., 2019). Additionally, the organization should consider the feedback provided by customers after the implementation of the smart technology because they provide insights on where to improve.
B) Identify one other organization that has successfully implemented the above 2 initiatives and describe their success story with implications to that organization’s competitive advantage
I chose Coca Cola company which is a beverage company and has proved to be a leader in its industry.
Coca Cola has implemented a number of strategies to improve its workforce because it acknowledges that its people are among and closest stakeholders who will make it achieve its objectives. It believes that a supported workforce plays a significant role in the performance of the organization. In order to improve its workforce, Coca Cola has implemented an online application HELO (hiring, empowerment, learning online) platform aimed at helping the workforce to realize its full potentials. Through this platform, Coca Cola accelerates th...