Changing Culture: It’s more than a ‘Lick of New Paint’
It was a beautiful morning in the IFSC. The temperature reading in the car was a glorious 24 degrees (there might be some form of in-built thermostat in Irish people that makes 24 almost perfect). I walked along the river, then across the Sean O’Casey bridge. Right on queue, an enormous Seal was basking in the sun – sitting on one of the stanchions. I was half expecting someone to roller skate over the bridge, moving to the soundtrack of Beautiful Day from U2. A local coffee shop served up a smooth latte. Historically, coffee of this quality was only available in Rome. Dubliners now discuss coffee with the same reverent tones that my father discussed Guinness. A little later, I attended an event at the National Convention Centre, the epitome of architectural confidence about the future of the country.
When I was growing up, my first cousins lived in Sherriff Street. Despite the fact that I’m from a corporation estate in Cabra, we were afraid to visit. Sherriff Street was a no go and no hope area, drug addled, the off-campus section of Mountjoy Prison. Now it has some beautiful architecture. The social housing projects and the general environment are a testament to what can be achieved with good urban planning. We tend to forget the achievements of the Celtic tiger era (there were many) and even some upsides in the recession which followed…
Superior Value: We developed a new focus on value for money. Some of the Celtic Tiger arrogance abated (as exhibited by restaurants and plumbers). We’ve had to relearn that stinging customers is a pyrrhic victory.
Customer Service: When the market tipped the scales at circa 50% of the former business volume, consultants came to understand who pays the bills. If you’re not ‘easy to do business with’, you are not in business. Pin-Stripe types who formerly sold hope are now signing on at Hatch 22 at the local employment office. You get asked back if projects deliver real value. The consultants who survived morphed into ‘resultants’. Long may it continue.
So, the Celtic Tiger has left us with some good stuff (e.g. the road to Galway) and some bad stuff (Ghost Estates). And the fall of the Celtic Tiger has reminded us of some old stuff including courtesy, the joy in having a good job and of doing quality work.
Social Re-Generation: But, to go back to the Sherriff Street story. It’s relatively easy to make physical changes to an area (assuming that you have the finances). However, it’s much more difficult to bring about social change. So, while the North Inner City is physically very different, a range of social problems still plague the area. In case you believe that the ‘class system’ in Ireland is a thing of the past, how about the latest wave of parties which are very much a working-class phenomenon. First it was Tupperware. Then Make-up parties. Then Ann Summers for a more risqué evening. The latest is Tattoo parties. Come along, have a few beers and leave with the name of your dead granddad emblazoned across your collarbone. Now, that’s what you call a night to remember.
Real Change: Organisation change follows a somewhat similar trajectory. For sure, you can re-write the Customer Charter or modify the manufacturing process. But to make real progress, you need to think about changing the culture – and not just the outward elements like the new apartments in Sherriff Street. You can’t steer a car by replacing the wing mirrors. Real change, requires swimming into the deep end of the pool. That’s why so many ‘organisation change’ projects don’t deliver sustained change. Like the Garda Reserve Force, organization change projects often produce lots of heated debate – but very little on-the-ground change. The ‘existing’ way of doing things presents a powerful pull to do nothing.
The trick is to understand the difference between surface and deep change and to know what levers to pull. Now, there’s a thought! Have a good one!
Paul
PS Mea Culpa! The priest joke (last blog) might have been a bit too close to the edge for some readers. I’m not deliberately trying to cause offence – just trying to lighten up your day. Just for this blog only – I’ve decided to chicken -out and go fully ‘PC’ on the jokes. Don’t worry – normal service will be resumed shortly!
PPS: Lighter Moment
Q: What have Christopher Columbus, George Washington and Abraham Lincoln got in common?
A: They were all born on major American holidays!
Dog Day Afternoon: Last week I brought the kids to the Zoo – but they only had one animal, a tiny dog. I think it was a ‘Shih Tsu.’
2 Left Feet: Did you hear about the guy who had 2 left feet and went to the beach? He bought himself a pair of flip-flips!
2 More Minutes? The attached clip about growing up in Dublin is worth a look…
Check our website http://www.tandemconsulting.ie or call 087 2439019 for an informal discussion about executive or organization development.
Confessions of a Consultant 