The Stanton Marris Blog

Articles filed under organisational culture

  • Leaders must step up to avoid excessive risk taking in financial institutions

    Bank reforms will not stop banks from taking excessive risks in the future according to an academic report by Professor Simon Ashby (i), released today.  He says that, without a cultural change, excessive risk appetite will continue.

    Twenty senior risk professionals from the banking industry took part in the study.  They placed much less emphasis than external experts (who have predominantly reported before)  on economic and market factors, such as low interest rates or the growth in securitisation, and much more on human and social aspects of the crisis within the institutions and the regulatory machinery. Instead, they saw inappropriate risk cultures, poor risk communication and an over-reliance on mechanistic (model-driven) approaches to risk assessment and control.

    Nevertheless, the official investigation into the financial crisis commissioned by the Government and chaired by Sir John Vickers of the Independent Commission on Banking is expected to concentrate on structural reforms and capital requirements for banks when it releases its final report on 12 September.

    Ashby says that financial institutions, especially those whose failure would cause excessive market turbulence or economy-wide disruption, should promote the principles of so-called high reliability organisations (that is to say those that have succeeded in avoiding catastrophes in an environment where normal accidents can be expected due to risk factors and complexity).

    Wyke and Sutcliffe (ii) studied such organisations and concluded that they all have a culture of collective mindfulness which is characterised by a preoccupation with failure, reluctance to simplify interpretations, sensitivity to operations, commitment to resilience, and deference to expertise.

    Eastern wisdom helps to illustrate the concept of mindfulness.  Niskar (iii)  gives a great example. Imagine going to the cinema.  When we are watching the screen, we are absorbed in the momentum of the story, our thoughts and emotions manipulated by the images we are seeing. But if just for a moment we were to turn around and look toward the back of the cinema at the projector, we would see how these images are being produced. We would recognise that what we are lost in is nothing more than flickering beams of light. Although we might be able to turn back and lose ourselves once again in the film, its power over us would be diminished. The illusion-maker has been seen. Similarly, in a culture of collective mindfulness, we look deeply into our own movie-making process. We see the mechanics of how our collective story of the world gets created, and how we project that story onto everything we see, hear, taste, smell, think, and do.

    The challenge in becoming a high-reliability organisation is to build a culture in which everyone is mindful.  Leadership builds cultures.  Structural reforms and capital requirements, though important, are just not enough.

    i.Simon Ashby, Associate Professor in financial services at Plymouth Business School: Picking up the pieces: Risk Management in a Post Crisis World
    ii.Weick, K. E., & Sutcliffe, K. M. (2001). Managing the unexpected.
    San Francisco: Jossey-Bass.
    iii.Niskar, W. (1998). Buddha’s nature: Evolution as a practical
    guide to enlightenment. New York: Bantam Books

    Read the full article "Leaders must step up to avoid excessive risk taking in financial institutions"

    Published August 23, 2011
    Written by Rupert Symons. This article is filed under: , , ,
    No Comments

  • The real value of customer service

    We’ve all heard and experienced a lot of claptrap about customer service. Which company doesn’t put their customer first? Or rather which company really does? Of course there is good theory (e.g. ‘the Customer value chain’ showing that higher customer service leads to higher profits₁)

    I’ve been working recently with two companies which really do go that extra mile and see customer service as major competitive advantage. They’re both in very different markets – one high end luxury consumer brand, the other a commodity supplier, essentially business-to-business. Both are in ‘challenger’ market positions, with some much bigger and more powerful brands ahead of them.

    For the luxury brand, personal service is at the heart of their brand promise. For them the trick is not just about teaching their staff customer service by rote. It is about enabling their staff to gain a deep understanding of individual customers and to respond to those in a personal, authentic and empathetic way. The latter requires so much more than the plastic smiling ‘have a good day’ style of customer service.

    For the commodity supplier, customer service is about creating relationships in the round with their customers (who in turn sell to consumers). So having market research about consumers is valuable if it helps the customer; investing in marketing direct to consumers is valuable if it helps the customer; ditto the basics of supplying the goods in full, on time and to quality which may mean sophisticated modelling and building in of flexibility in the supply chain around customer demands.

    For both these companies, their route to customer service is something rather more than a one off brand slogan. It requires a whole company culture of service, responding to customer (and internally to colleague) needs. It requires being on the front foot, anticipating customer needs, always looking ahead. And it requires leadership that walks that talk every moment.

    1 Harvard Business Review 2008, ‘Putting the Service-Profit chain to work’ by James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger

    Read the full article "The real value of customer service"

    Published August 8, 2011
    Written by Andrew Jackson. This article is filed under: , ,
    No Comments

  • 4 steps from blame to learning

    A strong learning culture is increasingly important to all organisations. If something changes, (think iPad) or something goes wrong (think BP), adapting is what helps organisations survive.

    So how do you turn mistakes or ideas into real organisational learning?

    1. Understand your current culture: Leaders may think they are encouraging learning, but get a group of individuals in a room, from different levels, and ask them how it really is. Good questions might be: “What do you do if you have a good idea?”, “What stops you reporting things that go wrong?” “What usually happens when you suggest something to your manager?”
    2. Communicate with your people: Demonstrate you have listened by sharing findings on current culture with all your employees. Listen to reactions. Agree, as a leadership team, what an ideal learning culture would look like, and share this with the organisation. Keep the dialogue open with surveys, work groups, and encouraging all managers to ask more questions.
    3. Remove the blame: In a recent survey for an engineering company, many employees confessed they did not report unsafe situations since they did not want to get the blame. State clearly the need for honest reporting, encourage openness by trying something different (confidential reporting boxes worked here) and spend less time on assigning blame and more on developing learning.
    4. Praise, praise, praise: Good ideas often stay in people’s heads because they believe they may not be welcomed. Say “Thank you” publicly to ideas from employees, share widely and celebrate learning.
    Read the full article "4 steps from blame to learning"

    Published May 18, 2011
    Written by Julia Outlaw. This article is filed under:
    No Comments

  • Virginia Merritt on SimplyTV

    A video round-up of the latest information, views and news from the world of internal Communications, from Simply TV.

    The May edition features our very own Virginia Merritt interviewed on our recent work with a highly-publicised global safety campaign.  Just click here to view (and select the slide index tab to jump straight to Virginia’s interview).

    This video also features:

    • Aldo Liguori, Communications Advisor to Sony Ericsson, discussing crisis communication in the aftermath of the recent earthquake in Japan;
    • VMA Group’s Charlotte Butler in an exclusive interview on industry trends found in the recruiting firm’s soon-to-be-published 2011 Professional Development in Internal Communication survey; and
    • Chicago-based consultant and seminar leader, Jim Ylisela, talking communication audits and the value it brings to your business.
    Read the full article "Virginia Merritt on SimplyTV"

    Published May 6, 2011
    Written by Melissa Hope. This article is filed under: , ,
    No Comments

  • Keeping things simple

    I’m renewing my campaign on keeping things simple.  It’s long been one of our hallmarks as consultants to help our clients make complex things simple.  Perhaps it’s in the nature of management to proliferate frameworks and systems and measurement.  It sometimes takes an outside view to help organisations back to the essence.

    Adrian Furnham, Professor of Psychology at University College London, wrote recently in The Sunday Times of the perverse consequences of performance management systems.  They’re meant to systematise how things are done and to encourage the less good performers to do better.  Instead, with their complex rules and targets and metrics, they tie up the best performers in red tape and allow the worst performers to play games.  I once had a client who introduced a performance management system with a 76 page book of guidance.  They then wondered a year on why it wasn’t working.

    So let’s get back to the simple things:  good managers who are clear with those who work for them about what is required, support them to deliver those things, are able to have tough conversations with them when they aren’t delivering; good leaders who can look beyond their BlackBerries to the longer term, ask the hard questions and challenge their organisations to grow and deliver more.   Let’s remove the organisational cobwebs – those over-engineered performance and reward systems, the crazed strictures of procurement bureaucrats, the non value adding paraphernalia imposed by corporate centres. 

    One of our current clients has a doctrine of making things simple.  If you’re reading this, I encourage you to play your part in challenging these over complex systems.  Ask what their real purpose is.  Ask whether they really serve that purpose.    Then be rigorous is cutting them back to the simplest system to meet their purpose.

    Read the full article "Keeping things simple"

    Published April 22, 2011
    Written by Andrew Jackson. This article is filed under: ,
    No Comments

  • Don’t be limited by what you’re good at

    My colleague Rupert wrote last week about challenging constructs.

    I’ve been working recently with some companies that are by any reckoning very successful.   They’re highly profitable, well led and well managed. They’ve developed strong business ‘formulas’ in their different markets and are disciplined in sticking to what they know works.  They have stripped costs out, made their supply chains highly efficient, and honed a way of growing their existing businesses.   In short they’re doing all the right things and delivering the results. 

    So what’s the problem?

    It’s this.   The very discipline of their approach is an inhibition to thinking more broadly about their future.   Their senior people have got to where they are because of their personal discipline and drive, and have executed well (sometimes brilliantly) against the formula.   But where is the creative spark?   Business plans are highly technically competent, but they add up to making a few percentage points growth in market share.  Not the stuff of the Collins and Porras ‘Big Hairy Audacious Goal’.   Their formulas and discipline will enable them to keep up their results for the next few years.  But what after that?  These companies are in markets which are highly dynamic and competitive.

    So what’s the answer? Certainly not to throw away their formulas and discipline.   But they need to import a ‘gadfly’ to their thinking, to build in some creative challenge to their top teams, or to hire a new leaders who can think beyond existing formulas.  They need to think and believe they can do the impossible.  In Warren Bennis’ phrase they need ‘to dream with their feet on the ground’.  Jung saw dreams as a way to break us out of the limitations of the conscious ‘stories we tell ourselves’ – or constructs.  

    Perhaps more prosaically it’s about not just looking down and in (e.g. at the numbers) but also looking up and out (e.g. at the possibilities).  Their leaders need not just to be highly competent ‘technically’ at leading to the known; they need also to be able to lead ‘adaptively’ to the unknown.

    Read the full article "Don’t be limited by what you’re good at"

    Published February 23, 2011
    Written by Andrew Jackson. This article is filed under: ,
    No Comments