Please contact the Finance Department if you have any specific questions. You should report to work in condition to perform your duties, free from intoxication due to drugs or alcohol. Do you encourage and drive change? To outsiders, that might come across as inconsistent or weird. This proves the companies dedication not only to the employees work life, but to their personal well-being. The best team members take ownership of issues and collaborate with other team members whenever challenges arise. In the end, all the employees that were laid off received an amazing six months of COBRA health insurance coverage, paid for by the company. It is our policy to disclose information concerning Zappos to the public only through specific limited channels to avoid inappropriate publicity and to ensure that all those with an interest in Zappos will have equal access to information. The program promotes environmental awareness through outlets including cleaner water, recycling, reusable packaging, air quality, and energy conservation. Communication is always one of the weakest spots in any organization, no matter how good the communication is. Do you believe in what we are doing and where we are going? Passion is the fuel that drives ourselves and our company forward. Never accept or be too comfortable with the status quo, because historically, the companies that get into trouble are the ones that aren't able to respond quickly enough and adapt to change. We want to create an environment that is friendly, warm, and exciting. As CEO, Tony Hsiehs has given priority to encouraging a strong corporate culture. If you think you may be pursuing such an opportunity, you should discuss the matter with the director or Vice President of your department or business division or the Zappos Legal Department. Your company has a culture. Strong relationships allow us to accomplish much more than we would be able to otherwise. Similar restrictions on political contributions may apply in other countries. The efforts of Zappos to reinvent itself as a flatter, evolved organization with far-out corporate-speak structures, ambitious manifestos, and abstract solutions to common sources of modern employee dissatisfaction are interesting to study but challenging to implement. How do you challenge and stretch yourself? This vision led Zappos to deliver happiness through the four Cs: Commerce, Customer Service, Company Culture, Community. Embrace and drive change. It exemplifies the honest and ethical values the company has built. Humbly speaking, creating a positive, productive culture is our bread and butter. It's a setup that's supposed to encourage collaboration by eliminating workplace. In any relationship, it's important to be a good listener as well as a good communicator. The only reason we aren't swamped by our competition is because what we do is hard, and we do it better than anyone else. For example, the idea for our culture book came about from a casual discussion outside the office. The company's revenue grew from $1.6 million in 2000 to $1.64 billion in 2010. One of the main perks of working for Zappos are the vast and numerous benefits. Our ten core values are: Looking to implement Design Principles with your team or organisation? These stories range from a six-hour phone conversation with a customer having trouble with their transaction, informing customers of where the best pizza parlor is in their location, to just being a friend to talk to. For example, there is nothing improper about having dinner with a vendor when the vendor is in town, even if the vendor visits regularly because there is a legitimate business purpose servedyou are developing a strong relationship with the vendor. Officers and directors who are employees of our parent, Amazon.com, Inc., must comply with the Amazon.com, Inc. Code of Business Conduct and Ethics. mariaquintana, To help avoid conflicts of interest, Zappos has adopted the following rules: Employees or consultants who buy or sell goods or services or have responsibility connected to buying and selling for or on behalf of Zappos and members of their respective families are prohibited from having (i) any economic interest in private business concerns that transact business with Zappos or are in competition with Zappos, and (ii) any significant economic interest in such business concerns that are publicly held. We set and exceed our own high standards, constantly raising the bar for competitors and for ourselves. Have you WOWed at least one person today? It's an endless cycle, and it's a good thing: it's the only way for a company to survive. We believe that no matter what happens, we should always be respectful of everyone. That part is fairly easy. organized under the Zappos Family. Today, we still sell shoes as well as clothing, handbags, accessories, and more. http://danielsethics.mgt.unm.edu/pdf/ZapposCase.pdf Where laws have been violated, Zappos will cooperate fully with the appropriate authorities. It may seem sometimes like we don't know what we're doing. And for anyone we bring on board, the best expertise they can bring is expertise at learning and adapting and figuring new things out -- helping the company grow, and in the process they will also be growing themselves. Zappos equipment should not be used for non-company business, though incidental personal use may be permitted on a case-by-case basis in accordance with our other policies and procedures. You must never engage in competitive conduct that cannot be justified by sound business considerations wholly apart from its effect on any injured competitor. While we celebrate our individual and team successes, we are not arrogant nor do we treat others differently from how we would want to be treated. Instead, they want an open and honest relationship. At Zappos.com, our purpose is simple: to live and deliver WOW. t. Falsedeveloping relationships with charities helps the employees develop strong codes of personal ethics. A strong culture means lower employee burnout and therefore, lower turnover. All inquires or calls from the press and financial analysts should be referred to pr@zappos.com. They were completely honest and open about the financial situation they were in and the employees understood what and why they needed to take these actions. Ask yourself: How much do people enjoy working with you? They can copy our images, our shipping, and the overall look of our web site, but they cannot copy our people, our culture, or our service. We don't take "no" or "that'll never work" for an answer, because if we had, Zappos would never have started in the first place. The principles of accountability and improvement underlying the company's supplier responsibility are major objectives because of the need to ensure safe and ethical working conditions as well as compliance with various regulations in the global business environment. The Code of Ethics and Code of Business Conduct assures . There is excitement in knowing that everyone you work with has a tremendous impact on a larger dream and vision, and you can see that impact day in and day out. Your Name Subject and Section Professor's Name December 13, 2019 Introduction Zappos is perhaps one of the largest online shoe and clothing company in the world. You must also avoid any investment, interest or association that interferes or might interfere with your independent exercise of judgment in Zappos best interests. This was a hard decision as the company cherished every employee. Backtrack to 2013: Tony Hsieh, Zappos's CEO, started promoting a new management structure called holacracy. Just like every person has their own personality, every company has their own culture. Zappos also respects the intellectual property of third parties. One of the things that makes Zappos different from a lot of other companies is that we value being fun and being a little weird. Zappos ten core values are Deliver WOW Through Service, Embrace and Drive Change, Create Fun and A Little Weirdness, Be Adventurous, Creative, and Open-Minded, Pursue Growth and Learning, Build Open . Soon after, the company faced some of its biggest challenges involving technical difficulties and the theft of customer information. We encourage diversity in ideas, opinions, and points of view. In addition, the authors emphasize the importance of valuing others' autonomy and dignity. Be Adventurous, Creative, and Open-Minded, Build Open and Honest Relationships With Communication, Challenges the status quo or common wisdom, Is comfortable with chaos and uncertainty. Zappos employees are given few boundaries for working with clients and are expected to be completely helpful and comfortable to help with any customer need. In order to maintain our integrity and reputation, it is important that you obey the laws affecting our business, whether those laws are federal, state or local, and to the extent that foreign laws apply to what we do, you must also obey those laws. Reports made on the Ethics Hotline may be made on a confidential and anonymous basis. We know that companies with a strong culture and a higher purpose perform better in the long run. We are more than just a team though -- we are a family. This means offering shoppers more clothing styles and variety, reimagining ways to exceed customer expectations, protecting and growing our company culture, and serving communities near and far. Lets be friends! It is never appropriate to receive or give cash. It is how it sells these products and what it does for its employees and customers that makes Zappos what it is today. Please bear in mind that each of us has a personal responsibility to incorporate, and to encourage our colleagues to incorporate, these principles into our work. We expect every employee to deliver WOW. Significant others include persons living in a spousal relationship (including same sex) or familial fashion with the employee or consultant. Disciplinary actions may include the immediate termination of employment. You bear some of the burden of helping to maintain a safe and healthy workplace for all by following safety and health rules, and by reporting accidents, injuries and unsafe equipment, practices or conditions. If you make an anonymous report, please provide as much detail as possible, including copies of documents you believe relevant to the matter. Download and print these Zappos-inspired adult coloring pages that are sure to make you smile. Are you inspired? D. http://www.zapposinsights.com/training/holacracy These values guide everything we do, including how we interact with our employees, how we interact with our customers and community, and how we interact with our vendors and business partners. Like all enduring enterprises, Zappos faces the challenge of reinventing itself to strive for longevity and sustainability. It combines two ethical convictions: respect for the dignity of the person and recognition of the diminished autonomy of others. Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it's not what you say or what you do, but how you make people feel that matters the most. This further enriches the 6th core value, open and honest communication. Zappos is an effective learning organization because they establish from the first day a commitment to learning. The giving of gifts to government employees, even gifts of low value, is highly regulated and in many cases prohibited. You may not, without the approval of the Finance and Legal Departments use any Zappos funds for political contributions of any kind to any political candidate or holder of any national, state or local government office. Shopping tip: Zappos also offers coupons and promo codes . You may not pay or accept bribes of any type. Over the years, Zappos has taken strides to eliminate the common fates that most companies of our age and size contend with: slowing innovation and evolution, too many management levels, bottle-necked decision making, and disengaged employees. We don't want to become one of those big companies that feels corporate and boring. An Evolutionary Organization Over the years, Zappos has taken strides to eliminate the common fates that most companies of our age and size contend with: slowing innovation and evolution, too many management levels, bottle-necked decision making, and disengaged employees. How do you get the company as a whole to grow? And that's where we're breaking new ground. Please do the right thing by not violating the trust your prior employer placed in you. We must all learn not only to not fear change, but to embrace it enthusiastically, and perhaps even more importantly, to encourage and drive it. We want the company to have a unique and memorable personality. While you may think that there would not be a problem with taking a government employee out to dinner or paying for a round of golf, there may be. Ask yourself: What can we do to be a little weird and differentiate ourselves from everyone else? We had never heard of employees going out of their way to do perform sincere and heartfelt actions that show the customer how much they mean to the company. If the violation or suspected violation involves any of those parties, or concerns accounting, internal controls or auditing matters you should make your report directly to the Zappos Legal Department or the Zappos Ethics Hotline at 800-348-1496 (Espaol: 800-216-1288). If it ever gets too easy, start looking for a tidal wave of competition to wash us away. As a result, employees and managers will not have official job titles. How much fun do you have in your job, and what can you do to make it more fun? You can set values and identify the behaviors that you want to be the core of your culture. Actions that may lead to you unfairly taking advantage of someone may include manipulation, concealment, abuse of privileged information, misrepresentation of material facts or any other unfair dealing practice. However, if not carefully implemented, they can have the opposite effect. Also check out this interview with Andy Orsow who's a UX Manager at Zappos. Customer Loyalty Director Rob Siefker discusses the company's mindset for WOWing callers and shoppers at every turn. Ben Brignell maintains principles.design as an open source resource. Zappos code of ethics is written for employee reference in decision making. Each has had its own twists and tricks to surprise and delight partygoers. Zappos has addressed some critical challenges, handling them with agility, strength, and precision. Employees and managers on the same level playing field can constrain friendly-competition that motivates employees to keep progressing. You can choose to be thoughtful about your company culture. The 2008 financial crisis has seemingly convinced an entire generation of leaders that business has entered new, uncharted territory and leaders must continually attempt novel structural disruptions to their organizations as a response. WOW is such a short, simple word, but it really encompasses a lot of things. Do you exemplify a positive team spirit? A CUSTOMER-FOCUSED BUSINESS MODEL . You may not have "planned" it. Please take the time to read this Code of Conduct, keeping in mind that over time as Zappos grows and evolves, this Code of Conduct will necessarily have to evolve as well. It is important to consider how these two principles are embodied in the actions of others. A key ingredient in strong relationships is to develop emotional connections. We look for both fun and humor in our daily work. Our company culture is what makes us successful, and in our culture we celebrate and embrace our diversity and each person's individuality. We never want to become complacent and accept the status quo just because that's the way things have always been done. How do you encourage more people to take initiative? Our Vendor Party where we invite all of our brands to thank them and celebrate our partnership. Every company, responsible or not, faces ethical challenges. We aim to inspire the world by showing its possible to simultaneously deliver happiness to customers, as well as employees, vendors, shareholders and the community, in a long-term, sustainable way. Source: Zappos.com, inc. Code of business conduct and ethics At Zappos, anything worth doing is worth doing with WOW. Due to the economic times, Zappos had to layoff 8% of their highly-valued employees. In January 2005, Zappos polled employees on what they thought the companys core values should be. We believe that if we get the culture right, then most of the other stuff like delivering great customer service or building a long-term enduring brand or business will be a natural byproduct. The current board of directors did not want the company to focus on their clients but to shift focus exclusively to product sales. It shouldn't be a struggle to find a balance between life and work where you are truly fulfilled and happy. Our service is not average, and we don't want our people to be average. Instead, the best team members are those that strive to create harmony with each other and whoever else they interact with. Zappos promotes social interactions and activities among its' employees. There are many stories regarding the remarkable things that Zappos employees have done for their customers. Great culture leads to employee happiness. Please let your supervisor know of any safety or health concerns so that they can be addressed. At Zappos, delivering WOW customer service, building relationships, and learning the company culture is a top priority. Welcome, my friends, to your Zappos Oath of Employment. http://redcouch.typepad.com/weblog/2009/07/why-i-dont-like-the-amazonzappos-deal.html Other Zappos employees are not allowed to communicate with the press on Zappos behalf or provide any information about us off the record, for background, confidentially or secretly. It is our policy to employ only persons who do not engage in other business activities that compete with or sell to or buy from Zappos or Amazon. Our goal is to help employees unlock that potential. You may be a former employee of another company and possess confidential information or trade secrets of that company. While we've built a good foundation, this is yet another stepping stone in our journey for ultimate self-organization and long-term sustainability. http://blogs.zappos.com/blogs/ceo-and-coo-blog/2009/01/03/your-culture-is-your-brand Further, we dont promote work-life balance in the traditional sense. At Zappos, our 10 Core Values are more than just words. Ethics is "a set of principles for determining good and right conduct (Willerton, 2015, p. 60). Do you understand the company purpose? It's important to constantly challenge and stretch yourself, and not be stuck in a job where you don't feel like you are growing or learning. Lets be friends! This year, we invited our vendors to run away with us to the Untamed Circus.". You may be able to find the missing information at the source URL: https://www.zappos.com/c/code-of-conduct. While we may be casual in our interactions with each other, we are focused and serious about the operations of our business. If you have any question about whether you can accept a gift, please check with your supervisor. Bullets vs. cannonballs. Fundamentally, we believe that openness and honesty make for the best relationships because that leads to trust and faith. Any suspected fraud or theft should be immediately reported to your supervisor, or the director or Vice President of your department or business division. You must WOW (go above and beyond what's expected) in every interaction with co-workers, vendors, customers, the community, investors with everyone. Before making any payments to any foreign government officials or employees, please obtain approval from the Zappos Legal Department. Paradoxically, one way leaders try to retain relevance and stay appealing to both customers and employees is to embrace change. And in our culture, we celebrate and embrace our diversity and each persons individuality. We are a special company, and pride ourselves in doing the right thing. We approach situations and challenges with an open mind. Are you afraid of making mistakes? Ask yourself: How do you grow personally? Since our humble beginnings, Zappos has been a customer-obsessed company that focuses on delivering a WOW experience. Another challenge that Zappos faces in upcoming years is . Having a defined set of values will serve as your guide to continue your culture's growth and evolution in a positive direction. Zappos is a leading online retailer and presents an interesting ethics case as it copes with the challenges of remaining competitive. For all our emphasis on customer service, our #1 priority is company culture. You must not reveal any information to Zappos or Amazon that would reasonably be considered confidential information or a trade secret of a former employer, unless that information is available in the public domain or you have written permission to use it. If we want to continue to stay ahead of our competition, we must continually change and keep them guessing. No undisclosed or unrecorded corporate funds shall be established for any purpose. Zappos Insights offers a range of services that can suit your business needs. Are you learning something every day? Upon hearing the name Zappos, selling shoes and other retail goods should not immediately come to mind. Your culture doesn't stay the same, it will continue to evolve. You are also prohibited from using Zappos property, information or position for personal gain, or competing with Zappos or Amazon. Each one we pass means we've gotten better. We want to be able to laugh at ourselves. That's a bit scary, but you can take comfort in knowing that nobody else knows how to do what we're doing either. In one way or another, the concepts of integrity, honesty and commitment contained in this Code of Business Conduct and Ethics (the Code of Conduct) are already touched on in our Core Values and currently exist in our company culture. Customers were confused on why Zappos had decided to unite with Amazon, and instead of leeaving their loyal consumers wondering, they publicly expressed the situation. It is our policy and your responsibility to comply with federal and state antitrust laws. By reading, studying, and understanding this Oath of Employment, you agree to enact each item and agree to embrace each item in energizing your roles and in your decision making.. Investing four weeks of training for every employee is sending a strong message that they want employees to be informed and knowledgeable about the organization. Experiments with new ideas before going all in. Check out our Oath of Employment, which we use to not only highlight our values, but commit to them both as Zappos employees and as a business. As we continue to grow, we strive to ensure that our culture remains alive and well. http://www.lighthouse-services.com/incidentlogin.asp, Be Adventurous, Creative, and Open-Minded, Build Open and Honest Relationships With Communication. We aim to . http://www.forbes.com/sites/csr/2010/11/23/at-zappos-getting-fired-for-not-contributing-to-company-culture/ Our bonds go far beyond the typical "co-worker" relationships found at most other companies. Hsieh did not approve of abandoning the customer-centric model that Zappos was founded upon, and decided he must take action. Zappos was able to keep its unique culture and core values. We want everyone to always try to go the extra mile in encouraging thorough, complete, and effective communication. Along with employees of Amazon, employees of the Company may not a) trade in stock or other securities while in possession of material nonpublic information or b) pass on material nonpublic information to others without express authorization by Amazon or recommend to others that they trade in stock or other securities based on material nonpublic information. Certain employees must comply with trading windows and/or preclearance requirements when they trade Amazon.com securities. It's the responsibility of every employee to represent and foster culture. Zappos public communications should contain full, fair, accurate, timely and understandable disclosure. Our culture would not be what it is today without Zapponians past and present. We decided that we wanted to build our brand to be about the very best customer service and the very best customer experience. Where Zappos has suffered a loss, it may pursue its remedies against the individuals or entities responsible. Our ten core values are: For more information about our core values, please refer to our core values document and our Employee Handbook. Sometimes it may seem that new problems crop up as fast as we solve the old ones (sometimes faster! A law is defined as: . The hard part, is committing to the values once they are set. The social responsibility pyramid is comprised of four components, namely legal, economic, philanthropic and ethical (Boone & Kurtz, 2012, p. 95). We want the weirdness in each of us to be expressed in our interactions with each other and in our work. We value passion, determination, perseverance, and the sense of urgency. But it's there. The Mark Fulton 8,000 Meter Challenge requires grit and character. Work can be fun! However, Zappos has not limited itself to just selling shoes. Service to Zappos should never be subordinated to personal gain or advantage. If you are unsure whether a contemplated action might violate any of the antitrust laws, you must review it with the Legal Department prior to implementation. Learn how we deliver happiness daily. Deliver WOW Through Service 2. Get a $10 credit for Fathom Analytics. The Zappos Legal Department is responsible for the interpretation and application of this Code of Conduct to particular situations and will recommend an appropriate resolution of the conflict. The same way a toxic culture leads to unhappiness. Zappos' Main Ethical Standard . If you use company funds, please make best efforts to ensure that Zappos has received proper value in return. And for these Zapponians, it's the perfect backdrop to build meaningful connections. Yet no matter how much better we get, we'll always have hard work to do, we'll never be done, and we'll never "get it right." The ethics website is http://www.lighthouse-services.com/incidentlogin.asp (user name: Zappos, password: Zappos). The best team members have a positive influence on one another and everyone they encounter. A key ingredient in strong relationships is to develop emotional connections. Zappos.com, Inc. Code of Business Conduct and Ethics As Revised May 1, 2010 Living Our Core Values In one way or another, the concepts of integrity, honesty and commitment contained in this Code of Business Conduct and Ethics (the " Code of Conduct ") are already touched on in our Core Values and currently exist in our company culture. Do you approach situations and challenges with an open mind? Yessica Najarro. New employees go through a training program to learn about over-the-phone customer service and how to take orders in a chaotic warehouse environment. Please consult with the Zappos Legal Department before providing or paying for any meals, refreshments, travel or lodging expenses, or giving anything of value to a government employee, whether US federal, state, local or foreign. 2. If they did, they'd be the web's most popular shoe store. Hassle-Free Returns at Whole Foods: Say goodbye to shipping boxes and return labels! Instead, we carry ourselves with a quiet confidence, because we believe that in the long run our character will speak for itself. How do you get your fellow circle members to grow professionally? Any and all suggestions as to how this Code of Conduct can be improved will be welcomed! It is critically important in maintaining our integrity that nobody at Zappos, whether an employee or consultant, be subject to influences, interests or relationships that conflict with Zappos best interests. Proper and prompt action must be taken to reconcile any variances. The more widespread and diverse your relationships are, the bigger the positive impact you can make on the company, and the more valuable you will be to the company. But it can also at times feel risky, stressful, and confusing. Zappos will promptly investigate all reports of alleged non-compliance with this Code of Conduct and other reported improprieties, and determine an appropriate course of action. Help needed for "Zappo's Design Principles"! Second, if the company begins to ship products abroad, will they have to abandon their policy of free shipping? The proper use of Zappos property calls to mind Core Value #8 Do More With Less. This took shape at Zappos in 2015 via a new management structure called Holacracy. Additional restrictions on use of confidential information are more fully set forth in the Confidentiality Agreement each of you signed upon accepting employment with Zappos. As Zappos continues to transform and scale, we want to ensure the four Cs remain top of mind in our day-to-day business operations. 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