'Employees First, Customers Second': Wegmans' Work Culture

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Please note:

This case study was compiled from generalized experience of the authors, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

Case Details:


Case Code : HROB095 For delivery in electronic format: Rs. 300;
For delivery through courier (within India): Rs. 300 + Rs. 25 for Shipping & Handling Charges


organizational culture
Case Length : 13 Pages
Period : 1916-2007
Pub Date : 2007
Teaching Note : Not Available
Organization : Wegmans Food Markets Inc.
Industry : Retail
Countries : The US


Wegmans was consistently voted as one of the best companies to work for in the US by several independent sources. It was also one of the rare companies in the retail sector that had a relatively low voluntary attrition rate (seven percent for full time employees).

This case examines the elements of Wegmans'work culture, and how they contributed to making Wegmans a great place to work. It discusses the steps that the company took to ensure that employee engagement remained high and the culture stayed strong. The case concludes with a commentary on Wegmans'future prospects, and whether there is any danger of the culture becoming diluted in the future.


To study the organizational culture of a retail company that was consistently voted as one of the Best Companies to Work For in the US

To examine the various elements of the company's culture, and to understand how they contributed to keeping employees happy and attrition low

To analyze the factors that contribute to creating and sustaining a strong organizational culture

To understand the importance of keeping employee engagement high, and to study the steps taken to that end by the company in focus.

To study the issues related to the continuity of organizational culture and the steps that companies can take to ensure that their culture remains constant as they grow


  Page No.
An Employee-Friendly Company 1
Background 2
The Wegmans Way 3
Working at Wegmans 4
Looking Ahead 9
Exhibits 11

Key Words:

Wegmans , Retail industry, Organizational culture, Voluntary attrition, Employee engagement, Employees first, Customers second, Meeting in a Box, Employee empowerment, Shared vision, Employee Benefits , Storytelling

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