Continuing our theme of how organizational culture is a key driver of continuous improvement, it is important to properly align strategies with culture because culture can support or constrain strategy in a number of ways.
For example, an organization that that fosters employee engagement supports a culture of hard work, innovation, and “going the extra mile;” a culture in which people generally like coming to work. Such a culture enables successful execution on a strategy to give customers better responsiveness and reliability.
Similarly, a culture of caring and respect for others is essential to a strategy based on providing the most helpful and caring service to customers so as to win loyalty and referrals. For example, one of the Partners described how their cultural value of giving back to their communities in donations and volunteerism enabled them to appeal to the civic-mindedness that their customers valued. Another described “maverick thinking” that prompted employees to challenge things that were not quite right as a culture that supported the strategy of constantly improving safety, quality, and efficiency.
Each of these examples described core strategies that were aligned with and supported by their cultures.
But what if an organization’s culture no longer supports a winning strategy?
Sometimes a culture becomes out-of-step with its strategy due to internal changes. For example, a change in leadership behaviors can very easily shift an organization’s culture from engaged to disengaged, from collaborative to everyone out for his or herself, from maverick thinkers to risk-averse CYA’s. Careful work is required to rebuild and to sustain the cultures that support the strategy.
Sometimes, leadership must create a new strategy that the culture is ill-equipped to support when external factors change. For example, a company with a culture that values tradition and continuity will suffer from the entrance to the market by an innovative, paradigm-changing upstart. A company that thrived by attracting and rewarding hot shot individuals may struggle when the market begins to demand sophisticated coordination and execution. A company that thrived on risk taking may suffer when expectation about quality and reliability rise.
Clearly in some instances the culture must change, or it will devour the organization’s strategy and everyone will be out of work.