Organisational Behaviour Analysis: A Waitrose Case Study

This report provides an in-depth analysis of organisational behaviour, specifically focusing on the case of Waitrose. The report begins with an executive summary, highlighting the importance of organisational behaviour and its management through various theories, including Hofstede's cultural dimensions, and models of communication. It delves into Waitrose's organisational culture, differentiating between power, role, task, and person cultures. The report explores communication models such as linear, interactional, and transactional models in the context of Waitrose. Furthermore, the report examines motivational theories, including content theories like Maslow's needs hierarchy, to understand how Waitrose motivates its employees. The analysis is supported by primary research and a questionnaire, offering insights into Waitrose's management strategies and areas for improvement. The report concludes with a summary of findings and references.

Organisational
Behaviour
Executive summary:
In this report we have analyse the importance of organisation behaviour and how it can
be mange , by the application of organisation management theory's. Such as Hofsted's culture

dimension theory, Linear model, Interactional model, Transactional model, Content theory's,
Process theory's . along with this we did primary research of the Waitrose organisation behaviour
and their management strategy's.

Table of Contents
INTRODUCTION ..........................................................................................................................3
Theories of organisational culture in context to Waitrose .....................................................3
Theories/models of communication in context to Waitrose.................................................5
Theories of motivation in context to Waitrose......................................................................7
Questionnaire........................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCE.................................................................................................................................12

INTRODUCTION
Organisation behaviours is related to the study and management of employees nature ,
mangers behaviour, directors behaviour. So that company can measure and mange the
behavioural changes if require. Because behavioural defines the performance capabilities of
human resources (Bal-Taştan, 2018). Waitrose is the British retailer company selling groceries,
known for its fresh product and largest employee's. Its headquarters at Bracknell, UK, Waitrose
make themselves different from other retailers business by its fresh food such as meat and fishes.
This report purpose is to analyse the Waitrose organisation behaviour, how they mange it and
what improvement they require to increase their profit by enhancing the performance
behaviour ,of employee's. Topic's which going to be consider are, organisation culture,
communication model and motivational theorise along with the primary research of Waitrose
organisation behaviour.
Theories of organisational culture in context to Waitrose
Culture is the part of work environment which has to be mange in well organized manner,
it involves the behavioural of individual for each other that how they treat, meat and help every
one in the organization. Culture of the organisation should be respectful, skilled, specific to the
business and educated, so that customers prefer to their for services because of the effective
culture of the company. So it depends on organisation which they kind of culture they wont in

their company. Waitrose posses the best organisation culture to treat their customers and their
subordinate.
Types of organisation culture
Power culture: This culture is of higher authorities, who posses the power over other
culture system of organisation. It involves the directors and senior manger behaviour for
managing the performance and activities of their employee's. Waitrose power culture is well
organized and effective, which guide the workers for right performance.
Role culture: This is about departmental, managers behaviour that how they mange their
subordinates. That how they treat their team member, hoe they support them for work efficiency.
Team leader should be skilled, educated, kind and supportive (Beneke, Blampied, Dewar, and
Soriano, 2016). So that employee's work effective in the support of them.
Task culture: This is the culture of team or group, it includes the behaviour of team
member for each other, that how they co-ordinate, and help each other for the accomplishment of
task. Waitrose task performing, means customer management team and stock management team
are well skilled and organized help each other to mange their customer's.
Person culture: This couture is about giving the higher value to their employees, more
than organisation ( Hassan, Dias, and Hamari, 2019). So employee's work with higher interest
by taking as this their own business and they have to make it successful.

Hofsted's culture dimension theory: This is the framework use to analyse the cross
culture communication. This tool is given by Geert Hofstede to analyse and compare the cultural
system of different country's, objective is to evaluate that in how many ways this smiler business
is done in the multiple country's of the world. It basically aid to understand that what are the
different way to do the same task management and what will be the best one, this is done by
doing worldwide survey (Lamch, Ronka, 2020). This model involves the six different method's
explain below.
Power of distance index: it involves the measurement of acceptance for power
hierarchy, that which who can except the power ruling over them.
Individualism Vs collectivism: This part of the theory involve the analysis of individual
objective, task, and their rights. Collectivism involves the evaluation of the collective goals of
groups, that what should be the best for particular group.
Masculinity Vs. Femininity: It involves the differentiation of responsibilities,
acquisition of wealth on the basis of gender and sexuality. Femininity it the term which involve
the consideration of individuals role in the society on the basis of gender (Landers, 2019).

Uncertainty Avoidance index: This involves the analysis of uncertainty, that what
bothers the individual at society, and then the inhibition of that problem.
Long term Orientation Vs. Short Term Normative Orientation: This involves the
analysis of focus for particular task, goal or thing at long term and short term level. Short term is
the best because it focus on the present needs.
Indulgence Vs. Restraint: Analysis of factors which aid for happy life and the factors
which suppress the needs and gratification. And selection of the best one.
Waitrose use this theory to select the best cultural system for their organisation.
Theories/models of communication in context to Waitrose
Communication is a process of making, interpretation and negotiating. It can be verbal,
textual or non-verbal. It is a process where people use symbols to create and interpret
meaning(Chapter 1: Introducing Communication, 2020).
Models of communication:
There are three models used in communication process. These models are used to simplify the
basic structure of communication. They provides visual representations, pictures etc. these
models are:
 Linear model: This is the first model which describes how a sender conveys its message
to the the receiver. The message may be in words, sound or a action (Lin, Liu, 2018).
The sources of a message is listener or a sender. The message is transferred to a channel
to a receiver. Channel is a path of communication and receiver is the person who receives
the message. There may be a barriers called noise during conveying message. Noise is a
disturbance in the channel. Linear model is the one way communication model from
sender to receiver. As there is no feedback receives from other side. For example- In
Waitrose, they upload products on their website with price. This is the one way
communication model because here customer cannot give any feedback.
 Interactional model: As the name suggest interaction, means communication between
sender and receiver both. That is getting feedbacks or responses from receiver. Feedback
can be good or bad, verbal or non-verbal. Feedback is simply a response which is given
from receiver to a sender. This model is a two way process as in this receiver can become

a sender. And it also includes personal experiences, reviews, cultural background etc. for
example- In Waitrose, when customer purchase any product through their website or an
app, then after using it he tells his experiences. Experiences can be good or bad.
Company needs to improve that.
 Transactional model: This is the last and a dynamic communication model. In this
sender and receiver communicate as a communicators. Like in linear model sender sends
his message, then in interactional receiver understands and gives his feedback, In
transactional model people communicate with each other in a more dynamic process. His
model also place on filed of experience. Communicators in this models share some
degree of overlapping in languages, cultural and environment. This model also make sure
that messages are not alone, they are interrelated with each other. Interrelated means
messages are connected with one another. Noises are the distraction between the
communicators. It focuses on three theory that is people are not simple senders and
receivers, they are the changeable communicators. Then messages in this model are
interdependent, and there is a overlap in field of experience. It is a theory which includes
three things that is seeing, interpret and explain. Waitrose follows this model as when
customer comes at the store for purchasing a product and ask about the details and
feedback of the product from the employees working there (Mayfield, and Mayfield,
2017). This is called as Transactional model.
Theories of motivation in context to Waitrose
Organization is the complete structure of business management assets and system, it
involves, product, service material, infrastructure, human resources and so on. And one of the
most important assets of the business is human resource, because for any kind of the mechanical
and physical activities we need the mental activities of humans which plan for strategy,s and who
operate the complete project along with technological assets. As organisation is involves the
huge functions and procedure, which can make the person tired, and no one is going to do those
work for free (Perryer, Celestine, 2016). That's way organisation recruit the the specific
employee's by offering them relevant money in exchange of their work. But along with the
appropriate salary workers need some additional support due to the higher stress of work. For

that mangers, leaders need be aware about the employee's problem and help them according to
that. There are some motivational theory which should we use by the leader and manger to
motivate and satisfy their subordinate.
Motivational theory's are the best option for managing the workers performance. It
provides the multiple structure and strategy's for analysing the problem of the employee's and for
encouragement workers in order to increase their performance efficiency, which can lead
towards the success of organisation (Richards, and Sang, 2019). Motivational theory's are
broadly divided into two categories content theories and process theory's .
Content theory's: This group of the motivational theory's involves the, strategical use of
individuals needs for the encouragement of individual performance,s. This focus on the analyses
of employee's needs, then implementation of their needs in the task objectives. Which means
giving the opportunities of needs fulfilment on the achievement of organisation task. Some of the
content motivational theory's are Maslow's needs hierarchy, Alderfers theory and so the brief
explanation is given below.
Maslow's needs hierarchy: According to Maslow's individual get self motivated for the
fulfilment of their needs. And he has divided those needs into five stages on the basis of needs
priority in the individuals live ( Williams Jr, 2018). Person automatically move forward form
one stage to another by achieving them. Waitrose apply this motivational theory to motivate their

employee's in order to increasing their performance. They analyses customers needs of stability
and then offer them opportunity for the fulfilment of those needs in the completion of project or
task. Five stages of needs are explaining below.
Physiological needs: This stage of the needs is comprise of basic needs such as food,
water for internal needs of body satisfaction. Shelter for living, clothes for warmth. Their is no
need to force any body to work for the fulfilment of basic need, because every one do this by self
motivation as it is important for survival.
Safety needs: The next stage of the needs involve safety needs, after the fulfilment of
basic need person try to get safe in prospect of living property, family, financial savings, social,

social stability, health insureance and so on. Waitrose motivate their employees and grab their
loyalty by providing financial and health safety.
love and belonging needs: Once the person get stable in their life they want some
peaceful and enjoyable live. For this they need family, friends, life partner, and so on. Waitrose
use the effective sifts for their worker so that they can spend their time with friends and family.
Self esteem: This stage of the needs involves satisfaction of psychological needs such as
respect in the society, in the office, name, fame and so on. In this stage person start to do hard
work so that they can achieve the respect from others for their success. Waitrose provide the
opportunities to their for for the satisfaction of this stage, by providing the increment and
promotion of the work position in the company.
Self actualisation: This stage is about the fulfilment of others need, by the aid of own
money and stability power. This is the final stage of needs satisfaction, but there are only 1-2%
of people who chase for that. Because it is the stage where individual earn almost more then their
requirement and if they aim to help others from their resources then this will be called as self
actualisation.
Process theory's
This group of the theory's involves the implementation of some encouragement process
which can motivate the workers to give their best for achievements of organisation goals. This
involves the use of some influencing offers and some imagery motivational comment like, by
encouraging for goal achievement that you can do it, you are the one who can achieve this. All
of this comments are motivational comment, which force the person to prove it by the hard work.
Waitrose apply some the process theory's for motivation of their employee's. The brief
discussion on process theory is given below.
Vroom expectancy theory: Vroom analyses that the behaviour of the person is depends
on their choice in between the multiple alternative of personal goals in order to increasing
pleasure and reducing the problems. It state that person have their one sets of goals related to the
office work and they can achieve that, if they get supported by the organisation, for increasing
their belief that they can do it. Theory is sub divide into three part which is explain below.
Expectancy: Is the individual level of expectation and confidence that they can do it so
organisation should use this factor to motivate them. By Creating the strong belief that if they

work effective then they can achieve good performance stage and giving the complete support to
them such as resources, training and supervision.
Instrumentality: If they perform effective so they can achieve the goal completion.
Manger should provide the reworded for their hard work.
Valence: The stage of strong belief that they can achieve the goal, so they started
working hard by ignoring other enjoyments. Organisation should effectively use this factor by
promising for promotion, holidays, and bonus.
Waitrose use this theory to analyse the employees behaviour for developing the
motivational offers and process (Sousa, and Rocha, 2019). In order to get goals achievement at
time.
Questionnaire
1) What kind of culture is existing in the company & is it supporting you in
performing your job roles?
As per the analysis, it is stated that out of 40 employees, 25 employees said that there is power
culture followed in Waitrose as there are less authority of employees to take decision and take
part in activities accordingly.
2) According to you how company motivates its employees that is whether through
monetary and non-monetary benefits?
In this question out of 20 staff members were having a view that company provide both
monetary and non monetary benefits in order to influence its employees such as holiday
packages, insurance and so on.
3) Do you believe that effective communication will help in ensuring higher productivity
and efficiency?
The 24 employees out of total 40 selected respondents said that their higher authorities clear each
and every role as well as responsibility to them that leads to proper execution of activities and
attainment of high performance as well.
4) Have you experienced that effective techniques of motivation is the backbone of the
cultural dynamics in Morissons?
It is determined that the company make use of effective leadership practices & motivational
techniques that is aligned with the mission, objective and vision of company. Staff members in a

majority segment that is 31 out of 40 participants had a answer that application of effective
motivation techniques thrives the procedure of proper cultural dynamics within Morrisons.
CONCLUSION
After the brief study of organisation behavioural above in context to the Waitrose. It has
been concluded that organization behaviour is nature of human resources at work environment.
Management of the organisation behaviour is necessary in order to get success in the competitive
world of business and this can be done by implementing the management strategy's according to
the guidance of different management theory's. Such as management of organisation culture on
the basis of cultural theory's, management of staff performance by the aid of motivational
theory's, management of human resource communication skill by the help of communication
models and theory's.
REFERENCE
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