1. CULTURE CHANGE Focusing on the Customer while improving Morale & Productivity Ian Blanchard

2. 2 Culture Organizational Culture Types of Culture Creating Your Organization Culture Culture Definition Culture Creation Agenda

3. 3 Culture rules virtually every aspect of your life Culture is taught and learned and shared culture is symbolic Culture is vital Culture is learned and forgotten Culture is significant Culture

4. 4 Organizational culture is the personality of the organization. Culture is comprised of the assumptions, values, norms and tangible signs (artifacts) of organization members and their behaviors. Culture is one of those terms that's difficult to express distinctly, but everyone knows it when they sense it. Organizational Culture

5. Corporate culture can be looked at as a system. The concept of culture is particularly important when attempting to manage organization-wide change. There's been a great deal of literature generated over the past decade about the concept of organizational culture -- particularly in regard to learning how to change organizational culture.

6. Types of Culture Academy Culture: Employees are highly skilled and tend to stay in the organization, while working their way up the ranks. The organization provides a stable environment in which employees can development and exercise their skills. Examples are universities, hospitals, large corporations, etc. Baseball Team Culture: Employees are "free agents" who have highly prized skills. They are in high demand and can rather easily get jobs elsewhere. This type of culture exists in fast-paced, high-risk organizations, such as investment banking, advertising, etc. Club Culture: The most important requirement for employees in this culture is to fit into the group. Usually employees start at the bottom and stay with the organization. The organization promotes from within and highly values seniority. Examples are the military, some law firms, etc. Fortress Culture: Employees don't know if they'll be laid off or not. These organizations often undergo massive reorganization. There are many opportunities for those with timely, specialized skills. Examples are savings and loans, large car companies, etc.

7. Types of Culture Power Culture: Strong leaders are needed to distribute resources. Leaders are firm, but fair and generous to loyal followers. If badly managed there is rule by fear, abuse of power for personal gain, and political intrigue. Achievement culture: Rewards results, not unproductive efforts. Work teams are self-directed. Rules and structure serve the system, not an end by themselves. A possible downside is sustaining energy and enthusiasm over time. Support Culture: Employee is valued as a person, as well as a worker. Employee harmony is important. Weakness is a possible internal commitment without an external task focus. Role Culture: Rule of law with clear responsibility and reward system. Provides stability, justice, and efficiency. Weakness is impersonal operating procedures and a stifling of creativity and innovation.

8. 8 Culture Organizational Culture Types of Culture Creating Your Organization Culture Culture Definition Culture Creation Agenda

9. What is this all about? "I respect those who know their own wishes. The greatest part of all the mischief in the world arises from the fact that many do not sufficiently understand their own aims. They have undertaken to build a tower, and spend no more labor on the foundation than would be necessary to erect a hut." Johann Wolfgang von Goethe

10. Three Core Questions (3 Ps) Where are we going (our vision or picture of our preferred future)? What do we believe in (our principles or values)? Why do we exist (our purpose or niche)?

11. What is the Link? Our customers are the very reason we exist Our Staff are at the core of what we do and therefore they must feel valued If we are to be competitive and sustainable, we must be efficient and productive

12. Business Management Model

13. Change Management ( Scale )

14. Change Management ( Barriers )

15. How do I fit in?

16. Questions THANK YOU