ADMS 2320 Lecture 5: ADMS 2320 Lecture 5 Notes
30 Apr 2018
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ADMS 2320 Lecture 5 Notes – Stories
Introduction
• As we noted in Exhibit 10-2, the artifacts of culture inform outsiders and employees
aout the uderlyig alues ad eliefs of the orgaizatio’s ulture.
• These artifacts, or physical manifestations of culture, include stories, rituals, material
symbols, and language.
• The extent to which organizations have artifacts of their culture indicates whether they
have strong or weak cultures.
• From Concepts to Skills offers additioal ideas o ho to read a orgaizatio’s
culture.
• When Toronto-based Bank of Montreal (BMO) decided several years ago to become a
leader in customer service in the banking industry, it needed a way of communicating
this message to the ak’s eployees.
• The deisio: Eery eetig starts ith a ustoer story.
• No matter what kind of meeting is being held, one staff member has to tell a recent
story about an interaction with a customer—ranging from feel-good stories to horror
stories of something that went wrong for the customer.
• By focusing on customer stories, employees know they need to pay attention to
interactions so that they can share the stories.
• Susan Brown, a senior vice-president with BMO, explains the importance of the story
focus for the bank
• If you want to change culture, a great way to do it is the customer story.
• It’s part of the eolutio of deelopig a ustoer-centric culture.
• Stories circulate through many organizations, anchoring the present in the past and
legitimating current practices.
• They typially ilude arraties aout the orgaizatio’s fouders, rule reakig, rags-
to-riches successes, reductions in the workforce, relocation of employees, reactions to
past mistakes, and organizational coping.
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