Professional Documents
Culture Documents
Measuring Culture - Walking The Talk
Measuring Culture - Walking The Talk
Measuring Culture - Walking The Talk
MEASURING
CULTURE
Insights and practical advice on how communication
can improve organisational culture.
by CAROLYN TAYLOR
Tracking
MEASURING
CULTURE 101
I often notice a surge in questions from clients
and friends around a particular topic. Right now,
it’s measuring culture. What is it? And how do we
do it?
HOW TO MEASURE
CULTURE CHANGE
One question I have encountered time and time
again when leading programmes of organisational
culture change for clients is the following:
“How do we know that change is happening?”
These include:
Increased
revenue
Financial Avoided
cost
Level 4
Reduced
metrics
cost
Benefits
Tangible
Non
Financial
Intangible
Level 3
metrics
HOW TO BUILD
A BUSINESS CASE
FOR CULTURE
Culture is a word that is on everyone’s lips at the
moment, but often not for the right reasons;
such as when a well-known brand was found to
lack integrity and has lied to its clients, or maybe
has treated its employees unfairly.
Rationale
Intangible benefits:
• Improved reputation.
• Long-term sustainability.
Investment
Return
1
5. What is the right metric for the business
outcome?
What is the
business
imperative? Example of ROI
5
What is the What 2
right metric for behaviours The table below illustrates the calculation of
the business are we trying a detailed return.
outcome? to shift?
What
What is the evaluation
measure of question are
success? we trying to
answer?
4 3
What is the right metric for 1. I ncrease in % of customers For a business with 250,000
the business outcome? who declare themselves customers: Customers lost =
100% satisfied after having 8% / year
their complaint processed
decrease in number of Decrease in numbers of
customers lost. customers lost: 10% (2,000
customers)
INVESTMENT
Culture $110,000
assessment
RETURN
ROI
CORPORATE CULTURE
IS A MAJOR RISK FACTOR.
TO AUDIT OR NOT TO AUDIT?
More than 56% of internal auditors in the
financial services sector in North America
consider corporate culture a high risk in their
organisations.
Assess target
culture
Solid audit 2
of culture
Perform a Check
behavioural systems,
assessment & processes and
compare the 3 symbols
results
HOW TO PERFORM
A CULTURE AUDIT
Do you want to facilitate the development of a
healthy culture in your organisation?
1. Behaviours.
2. Symbols.
3. Assess symbols.
4. Assess behaviours.
5. Recommendations.
1 Target culture
which the audit will be
conducted.
3 Symbols
chooses to spend its
precious resources.
Behaviours
4
After the assessment
the culture audit will
Recommendations clearly identify which
5 Elements for
elements need to be the
target for change.
change
Understanding what
drives people to do the
things they do is critical.
Unlock engagement by
measuring culture.
Assessing
culture for
engagement
MAKE CULTURE
YOUR SUPERPOWER
UNLEASH YOUR PERFORMANCE
hello@walkingthetalk.com
Head Office: +31 (0) 20 240 2233
North America: +1(0) 212 417 0221
Europe: +44 (0) 207 100 6999
Asia Pacific: +61 (2) 8310 5285
Latin America: +55 (11) 932 500 683