Building a Culture of Competence through Transparency and Accountability
THE CHALLENGE
An iconic retail brand had experienced steady growth for over 25 years. The brand and its founder were known for progressive thinking and inclusivity, ideals that contributed to their success and longevity. The founder shared ownership with employees and spoke publicly about the importance of sharing profits to boost morale and build an ownership mindset. But as the company faced new business challenges, it became clear that the company culture and the founder’s brand promise were not aligned.
For example, supply chain problems were reported by lower-level managers, only to be ignored by upper management. Employees knew their customer base was eroding but had no visibility to leadership’s plan to correct it. Initiatives would launch without role clarity, accountability or follow-through. As frustration grew, the founder and leadership team sought to answer the question, “How do we develop a strategy and a company culture that authentically represents our unique brand values?”
THE SOLUTION
We believe culture change only effectively occurs when strategies are implemented at all levels of the organization. In this case, that meant we needed to use a comprehensive approach that encompassed product, marketing, distribution, supply chain, technology, and culture. We started by building competencies to frame and guide the complex initiatives and then worked with leadership to create a new organizational structure that facilitated greater agility in making change while enlivening cultural values. As momentum for change was building, we installed a comprehensive internal communications strategy to ensure all voices were heard across the organization, including high-engagement all-hands meetings and a monthly call-in show where employees could interact directly with executive leaders.
THE IMPACT
By defining the necessary culture change and effectively implementing clear competencies, structural changes, and new lines of communication throughout the organization, employees felt empowered, elevating their ability to execute changes. Through their engagement and commitment, they moved the business forward and strengthened the organization’s culture.
