At the heart of Asda’s success is its organisational culture which has been built over time. This defines how colleagues behave at Asda. It ranges from how colleagues treat customers and other external stakeholders to how they treat each other. Asda’s culture of trust pervades all that happens within all elements of Asda’s operations. Asda is a company with a conscience, dedicated to doing the right thing for its customers, colleagues and communities. Andy Clarke, President and CEO states:
‘Building trust with each other is the most important step to winning the absolute trust of our customers.’
Asda’s beliefs are behind every decision that every colleague within the company makes and help influence the organisation’s culture. These are:
• to provide excellent service to our customers
• to show respect for the individual
• to strive for excellence
• to act with integrity.
In 2009 Asda ran a survey to discover what its customers thought about the company. From the results of this survey Asda created its ‘customer pledges’ outlining what customers should expect to experience from Asda. The success of these pledges led Asda to replicate this with ‘colleague pledges’. These were covered in the annual colleague survey in 2013, ‘Your Voice’, which surveyed every colleague across the business in stores, Home Offices and Distribution. The four colleague pledges demonstrate what Asda is committed to providing for its workforce. These are:
• Fairness at work.
• Opportunity for all.
• Respect for each other.
• Pride in Asda.