Contents Menu

1 INTRODUCTION

Context
Change failure rates
The people factor
Definitions of culture
Success examples
An adaptive culture
Culture and change management
Key success factors

· Case study: Continental Airlines

2 CORPORATE CULTURE: THE KEY TO SUCCESSFUL BUSINESS TRANSFORMATION

Executive summary
Context
Research findings
'Culture and Change Management' survey findings
Harvard research
The financial impact of employee satisfaction
The cost of culture
Aligning corporate culture with strategic goals
Case study examples
Where culture fits with strategic or change objectives
Culture and change objectives
Creating an adaptive culture
Case report: Bulgari
Comparing adaptive and unadaptive cultures
Fashioning a 'high-performance' culture
Orchestrating culture
Conclusion
Key learning points

· Case study: Inland Revenue Accounts Office

3 CULTURE AND CHANGE MANAGEMENT: EXCLUSIVE RESEARCH

Executive summary
Context
Questionnaire format
Subjectivity
Rating your current corporate culture
Cultural characteristics
Discussing culture
Owning the culture
Corporate values
Cultural alignment to strategic objectives
Supporting key activities
Change mechanisms
Managing corporate culture
Cultural statements
Changing corporate culture
Actions to change corporate culture
Communications
Timetabling cultural change
The use of consultants
Cultural change enablers
Culture change results
Key problems and lessons
Conclusion
Key learning points

· Case study: Millennium Inorganic Chemicals

4 LEADING CULTURE CHANGE: THE ROLE OF THE CEO AND THE SENIOR MANAGEMENT TEAM

Executive summary
Context
Case study examples
Research findings
'Culture and Change Management' survey findings
Harvard research
The role of the senior management team
Case study examples
Case report: Western Provident Association
Role models
Senior managers as communicators
Changing senior management behaviour
Case report: BT Northern Ireland
Case report: KFC
Statements of leadership behaviour
A new model for 21st leadership behaviour
Value statements
Research on values
Case report: General Electric
Case study value examples
Value questionnaire
Vision and mission statements
A good vision
Case Report: Ernst & Young
Conclusion
Key learning points

· Case study: KFC

5 ASSESSING THE CULTURAL CHALLENGES

Executive summary
Context
Assessment tools
Employee opinion surveys
Senn-Delaney corporate culture profile
ODI Alignment Diagnostic
Case report: DSM
Normative Systems Culture Change Process
Involving stakeholder groups
Customer surveys
Geographical and subcultural considerations
National cultures
Subcultures
The unwritten rules of the organization
Resistance to change
Pro-change and anti-change forces
Conclusion
Key learning points

Case study: DSM Resins
Case study: Superdrug

6 FRAMEWORKS FOR IMPLEMENTING AND DRIVING CULTURE CHANGE

Executive summary
Context
Unfreezing and refreezing cultures
Involving the whole employee-base
Warning
Case study examples
Case report: Anglian Water Services
Case report: Siemens Nixdorf
Change agents and facilitators
Case study examples
Case report: Transco
14 roles for a change agent
The aligning power of measurement
Case report: Federal Express
Case report: Motorola
Strategic implementation frameworks
Case report: Whirlpool Europe
Case report: Inland Revenue
Employee opinion surveys
Conclusion
Key learning points

· Case Study: BT Northern Ireland
· Case Study: Siemens KWU

7 ALIGNING HUMAN RESOURCES MANAGEMENT WITH CORPORATE CULTURE

Executive summary
Context
What's in it for me?
The role of the HR function
Being customer-focused
Research findings
'Culture and Change Management' survey findings
Harvard research
The global needs of employees
Case study examples
Mutually reinforcing practices
Recruitment
Case report: Western Provident Association
Case study examples
Performance appraisals
Upwards appraisals
360 degree appraisals
Team-based and individual appraisals
Career development
Case report: Transco
Training
Investor In People (IIP)
Recognition and incentives
New heroes
Car incentives
Bonus plans
Compensation
Pay as an inhibitor of change
Pay research
Case report: Yorkshire Water
Compensation transparency
Conclusion
Key learning points

· Case study: Hyundai Car (UK) Ltd

8 THE COMMUNICATION IMPERATIVE: MESSAGES, MEDIA AND PRACTICES

Executive summary
Context
Research findings
Language
The efficacy of communications
The role of senior management
Case study examples
Communicating bad news
Case report: Continental Airlines
Internal communication plans
Segmenting audiences
Case study examples
Communicating strategy
The balanced scorecard
Communication mechanisms
The efficacy of face-to-face communication
Case study examples: enthusing the employee-base
A variety of communication tools
Electronic communications
Case report: BBC Worldwide
Case study examples: knowledge-sharing
Knowledge, communications and culture
Conclusion
Three stages of communication
Key learning points

· Case study: Ernst & Young

9 MERGERS AND ACQUISITIONS: THE CULTURAL CHALLENGE

Executive summary
Context
Merger and acquisition activity
Key drivers for increased activity
Levels of M&A failures
Failure examples
Why culture is overlooked
The role of the CEO
Creating a new vision
The victor versus vanquished mentality
Roffey Park research
Cultural due diligence
Undertaking a cultural audit
Alignment diagnostic
Case report: Ernst & Young
Merger integration
Case report: GE Capital
Integrating human resources management
Compensation and benefits
Case report: Hoeschst Marion Russell
Internal communications
How not to communicate
Losing key staff
Case report: Bristol & West
Case report: Lehigh Portland
Conclusion
Roffey Park 10 key learning points
Key learning points

· Case Study: Lehigh Portland Cement Company

10 CONCLUSIONS AND KEY LEARNING POINTS

Executive summary
Context
In support of corporate strategy
Case study examples
The role of senior management
Case study examples
Value statements
Culture as a corporate asset
Delivering shareholder value
Assessing the existing culture
Subcultures
Creating a gap analysis
Creating a 'line-of-sight'
Strategy implementation frameworks
Aligning human resources
Internal communications
Case study examples
The cultural factors of mergers and acquisitions
Tomorrow's high-performance cultures
Speed and flexibility
Accountability
New leadership traits
Stakeholder relations
A healthy cultural mind

References
Index