Organizational Culture is Shared values and beliefs that underlie a companys identity (183).

DMV is a classic example of an organization with passive defensive culture and a conventional normative belief. Passive defensive is defined as by overriding belief that employees must interact with others in ways that do not threaten their own job security. These are organizations that are extremely beaurocratic in its functions and require the employees to conform to the norms, rules and policies. From the point a person walks in to gain services of the DMV he or she is supposed to have the correct forms filled out, all the necessary supporting documentation in place and then wait in line to be called by a representative. Once called the employee will check that all the documents that are required are in order and the forms that are filled out are also in order this is done because of the stringent laws that are in place in order to get the product that a person desires for example a drivers license. The employee must follow the laws that are in place and to ensure conformity so that every customer is treated equally without feeling discriminated against. This culture of conformity and following the laws is the organizational culture that the DMV is known for, at the end of the day if the customer walks out satisfied or not, is not much of their concern as long as they have followed the procedures and rules that are in place. To create this organizational culture most of the time employees are probably screened to ensure that they have had past experience based on bureaucratic environment; they are then trained to know how the system functions and following the rules and procedures that are in place for the organization. Furthermore perspective employees must meet minimum qualifications and take certain exams in order to work at the DMV. In order for the organizational culture to remain intact and in place employees have the incentive to work hard by ensuring that they confirm to the rules; this would give them to opportunity to work their grade level up and eventually earn better compensation. The entire goal of the employees would eventually be to help all the customers who walk through their doors by

processing their requests and these employees are trained to correctly process these requests by following the policies and procedures in place; so that they dont get lost in the system.

1. Service culture define? 2. How DMV really doesnt meet such criteria? 3. Advise, like south west creating a fun environment, happy employees will eventually equal happy customers. 4. Constructive, affiliative -