What is Culture Change?
Culture can never be changed by a top down, autocratic instructional approach it has to be collaborate selling of the benefits of the change – we needed to create a pull with the staff so they were the owners of the change.
This involved working with them to design new processes for the physical maintenance as well as becoming workplace champions from those teams to move out into the business and demonstrate the effectiveness of the approach, both on the value add to the customer and to the staff involved.
This will change the perception of not only the internal stakeholders who have a vested interest in the financial aspects of the change but also to the external customers, showing them the benefits that this gives them.
Brand Identity
There is a lot of work that has been done on brand identity as well.
They also targeted social media with a strong presence on LinkedIn and internal yammer to make the change all-encompassing for all of the differing stakeholder groups.
This is broken down with the points below:
1
Define the brand the business wants to be based on what the business can and wants to provide and how it wants to be perceived both by internal and external stakeholders.
2
Agree what needs to change within the business to reflect this.
3
Agree the intellectual agenda so it can be distilled into a statement that is easily communicable and understandable to the business.
4
Agree the behavioural agenda – to reflect the above how do people have to act both internally and externally. This involves the idea that each employee becomes an advocate for the company demonstrating the behaviours that define the new culture of the business and selling this externally.
5
As a business what do we have to do to support and encourage this can be flexible working, training and development internally but also provide excellent customer service, value and being seen as a trusted partner and expert with the area of operation. Why would you use another company when we trust the advice and service from here.
6
Design the organisational structure to support this – empower people to make decisions but with a reasonable framework as not to overload them with responsibility.
7
Lastly review the above – if the business wants individuals to own and solve problems for the client there needs to be a mechanism that supports this not something that actively moves the solution to a different area/individual – does the proposed model support what the business is looking to achieve is the most important question to answer.
Bremond Services 