Chapter 10: Motivating Employees and Building Self Managed

Chapter 10: Motivating Employees and Building Self Managed Teams
VIDEO: Working for the Best: The Container Store
Time:
11 minutes
Learning Objectives
1. To understand the contribution that a highly motivated work force makes to
exceptional organizational performance.
2. To see the practical application of Maslow’s Hierarchy of Needs, Theory Y, and
Herzberg’s Theory by managers to successfully motivate their employees.
3. To see examples of open communication in an organization and understand its
importance to the motivation of employees.
Key People and Companies
Garrett Boone, co-founder and Chairman of the Board and Kip Tindell, co-founder and
CEO
Overview
This video features The Container Store, a national retailer headquartered in Dallas,
Texas that was voted the best company to work for in America twice and was runner-up
two other times. The company’s two co-founders discuss the management philosophy,
human resources strategy, and motivational techniques that have contributed to their
company’s phenomenal success. Emphasis is placed upon the importance of strong
organizational culture, empowerment of employees, open communication, cross training,
and a commitment to exceptional customer service.
The video also provides a brief explanation of the majority of motivational theories
discussed in the chapter and cites examples illustrating their practical application by The
Container Store’s managers. The benefits of a highly motivated workforce have included
an exceptionally low turnover rate and promotion of many part-timers attempting to reach
their full potential to full time positions. The video closes by emphasizing that good
managers do not rely upon a single motivational theory. Rather, they tailor the
motivational efforts used to the needs of their employees and their workplace.
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Preparing Students Before the Video
Encourage students to recall a situation during which they work hard to accomplish a task
or reach a goal, and then ask them to identify the factors that motivated them to do so.
Similarly, encourage students to recall a situation in which they felt frustrated by their
work environment and ask what factors contributed to those feelings. Ask students if they
think managers should rely primarily upon money as a motivator, and encourage them to
explain their response. Also, ask students why they think that managers and others in
positions of authority are often reluctant to communicate openly.
Major Issues in the Case
The Container Store’s strong organizational performance can, in part, be attributed to its
highly motivated work force. The management strategies that foster the development and
retention of such a high achieving work force are examined. The organization’s leaders
do not rely upon a single motivational theory. Rather, elements from several theorists,
including Maslow, Herzberg, and MacGregor, are effectively combined to build and
maintain a strong corporate culture that rests upon hiring and empowering exceptional
employees.
Other Discussion Questions and Answers:
1. Consider the Container Store’s human resources strategy. Why is it so important
to top management that the company they only hire “great people”?
The Container Store is very selective and hires only those applicants that they consider to
be the ‘best’. This selective hiring strategy allows the company to amass a group of
employees possessing personal values and characteristics consistent with its corporate
culture. A close fit between individual and corporate values helps to ensure that
employees will feel comfortable at the company, embrace its practices and policies, and
remain with the company for a long period of time.
2. Why are turnover rates lower at the Container Store than at other comparable
retail establishments?
The Container Store works very hard to meet the various needs of its employees, as
defined by Maslow’s Hierarchy of Needs. According to Maslow, each of us has the need
to self-actualize. The majority of employees seize the opportunity provided by the
company to fulfill their greatest potential by remaining with the company for the long
term and working their way up the corporate ladder.
3. Why has the Container Store been able to provide a level of customer service that
exceeds that of most other retailers?
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Exceptional customer service is one of the company’s key goals. Open communication
between top managers and employees helps both to fully understand that goal and work
together to achieve it. At the Container Store, the concept of open communication
extends downward to the team level, where peers are encouraged to share their
knowledge with each other, regardless of position. This allows team members to be as
responsive as possible to customer needs.
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