Dennis FOO 符史坚’s Post

How can corporate culture help ensure that a company's branding, image, and growth are not risked or affected by operational incidents? How many companies and their leaders look into their corporate culture to ensure they have what it takes to do what is right, that its people are the right people for them, that its people know what they should be doing, and that their behaviors, thinking, words and actions can affect what happened to the company? What exactly should corporate culture be? How should it be communicated, enforced, or practiced? How can it affect how a company operates, lives, and acts, and how should it be for everyone? Recently, heated debates were sparked by some social media videos circulating about a popular coffee chain's customer service. The videos featured interactions between the chain's baristas and its customers. There were all sorts of comments, from blaming the baristas for their services or saying the customer is always right to unreasonable customers, management leadership, store operations strict policy, and staff morale to whether the rapid expansion of the chain is at the sacrifice of its baristas. https://lnkd.in/gF2Z5BU4 How does the corporate culture matter in these spats of incidents? For many companies, the corporate culture is always present - nicely framed or labeled and supposedly communicated throughout the company website, employee handbook, boardroom, and company introduction. But is that enough? In fact, how could the derailment happen in the first place? The same goes for Boeing, Wells Fargo, Evergrande, D & G, and many others who fell off the sideways and feel the pains of returning to what they should be. Obviously, something is wrong when employees do things differently, or such a thing can happen… The crux of it comes down to the company's corporate culture, and the real culprit is that the company management and leadership don’t do enough or that their corporate culture is not being used properly. As the HBR article by Erin Meyer said, building a corporate culture that works involves looking at the dilemmas its people will face. https://lnkd.in/gEdEr4zk She offers 6 guidelines for building the right corporate culture. 1.    Build it based on the employee's real dilemma 2.    Move culture from abstraction to action 3.    Articulate the values clearly 4.    Hire the right people to help build the right culture 5.    Align the strategy to its culture 6.    Make it a North Star She said corporate culture, in its simplest form…is the personality of a group, and the group culture influences the behaviors of the individual. The company culture should be the North Star for everything. So, the next time something untold happens, don’t blame the employee or the "baristas"; it's time for a relook at the company culture and make sure that it is done right, correctly, and well all across.