Charles Everett, Lehigh Valley International Airport, African American Business Leaders Council Chair
What's up at Fox News, United Airlines and Wells Fargo? Is it merely inappropriate behavior and poor treatment of staff and customers or is there a broader issue?
It's the Culture... Culture or unspoken rules of behavior are critical elements of an organization.
Two predominant components of organization culture are people and values. Various examples exist of organizations which have distinctive positive culture. They include companies like Southwest Airlines, Zappos and Google.
When you think of these companies, you think of their people first. People are fundamental to any organization. As a unified team with a common purpose, people bring their unique knowledge, skills, abilities and perspectives to successful performance, problem-solving and interaction. The team embraces the culture. The culture of the organization the guides how the people (staff and customers) are treated and treat each other in the process.
A value is an intrinsically desirable principle. Values guide establishing goals, setting priorities and making decisions. Values are a factor in every action and decision by individuals, teams and organizations. Values govern how individual tasks are accomplished.
Together these components of culture (people and values) define a largely unspoken set of rules or parameters of behavior. Culture drives performance in organizations. When it becomes necessary for an organization to improve the culture through formal or informal change management initiatives, the first step is to determine the values and understand the degree to which the values are embraced by the organization's staff and customers.
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