APML drives a culture of ownership and innovation: open-door policy makes employees feel part of the family

Abstract

Purpose – Discusses the key dimensions of organizational culture at Agarwal Packers and Movers Ltd (APML), India. Design/methodology/approach – Describes the role of human resource management (HRM) practices in building an organizational culture which enhances performance through innovation and a strong customer-service orientation. Findings – Discusses how field-level employees in APML are connected with the organization through the owners and top management. Through different HRM practices, APML has been successful in instilling a feeling of ownership among the employees and in harnessing their energy for fostering innovation, superior customer service and profitability. Practical implications – Highlights the positive aspects of employee involvement in the context of an Indian family business. Social implications – Illustrates that emphasizing family values in the organizational culture can enable the organization to develop a sense of gratitude and reciprocity. Originality/value – Stresses the importance of both the family orientation and related HRM practices of a large Indian organization.