3. PHASE 1: PLANNING FOR SUCCESS
• A culture audit is an essential first step to
planning the cultural change effort. The
advantage of this is to gain more in-depth
insight into the culture, build relationships and
additional buy-in, reduce the risk of resistance
to skill development and culture
change, identify leaders that can be change
champions and provide key input into an
Assessment and Implementation Plan. This is
also a time for the executive leader to craft and
refine the vision, goals, strategy and priorities.
This needs to have within it a sense of urgency
which can be easily communicated and
understood by everyone in the organization.
These elements are inputs to a culture change
plan.
4. PHASE 2: CULTURE
TRANSFORMATION
• Launch of a culture change requires a
memorable event and ongoing
communication and activities that
demonstrate what the new culture is to
look like. A powerful guiding coalition is
needed to coordinate and lead the
changed behaviors. New skills may be
required and methods for sharing learnings
and experiences need to be put in place.
5. PHASE 3: EMBEDDING THE NEW
CULTURE.
• During the culture transformation process
(Phase 2) new attitudes, skills and shared
learnings are experienced. Usually the
systems and processes lag. This is for good
reason because learning best practices is
still occurring. But the time comes in the
embedding phase when orientation and
performance evaluation systems and
processes require redesign. These should
include desired culture behaviors and
targets to support the embedding process.
6. PHASE 4: PERFORMANCE
MONITORING AND REVITALIZATION
• Performance should be measured in terms
of customer satisfaction and cultural
behaviors. Both should be benchmarked so
that targets for improvement can be set.
