ACCA Applied Knowledge · Business and Technology · Organisational culture
A company's mission statement says 'we put customers first', but staff routinely ignore complaints and are rewarded only for meeting sales targets. Which level of Schein's model does the mission statement represent?
The mission statement is an espoused value. It records what the organisation says it believes and wants to be seen to value. The gap between this statement and actual staff behaviour suggests the real, deeper underlying assumptions are different, which is the situation Schein's model helps to reveal.
- AArtefacts
- BEspoused valuesCorrect
- CBasic underlying assumptions
Explanation
A mission statement sets out the values and beliefs the organisation says it holds, so it is an espoused value. The actual behaviour of ignoring complaints suggests the underlying assumption is different, that sales matter more than service. It is not an artefact or an assumption.
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