Organizational Change
The company that is today FedEx Office was once Kinko's. Kinko's was a successful chain of office services stores. Prior to the takeover by FedEx, Kinko's was known for a casual corporate culture and decentralized organizational structure. By the late 1990s, Kinko's consisted of 128 different joint ventures, small companies and partnerships, but had not franchised its operations. A restructuring during that period streamlined the structure, resulting in a Kinko's that was a singular corporate entity (Quittner, 1998). The company went public and eventually faced another restructuring when it was acquired by FedEx in 2003. At this point, the company was no longer independent, but part of a larger organization. Culture clashes began almost immediately and over the coming years the Kinko's organization would face restructuring and a shift in the organizational culture to integrate it into FedEx.
Before and After the Change
Before the change, Kinko's was adapting to a more corporate organizational structure. In the 1990s, it was decentralized and the organizational structure comprised of a large number of loosely-related companies. The result was that while Kinko's had built a large and strong brand, there was little consistency with respect to quality and service levels. The company's staff members were generally casual, semi-skilled and transient. Local store managers made their own rules on the fly, emphasizing the decentralized nature of corporate structure (Deutsch, 2007).
After the change, the company became more centralized....
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