Unwritten ground rules: transforming organization culture to achieve key business objectives and outstanding customer service

Abstract

Discusses the importance of bringing to the awareness of all employees the “unwritten ground rules” (UGRs) that operate in an organization. UGRs can be used to transform an organization’s culture to a new set of ground rules that directly reinforce behaviours that contribute to strategic organizational objectives and excellent customer service. Defines and describes unwritten ground rules and then discusses their relevance to customer service and the achievement of organizational objectives. Examples of negative and positive unwritten ground rules that were described by staff to be at the core of their organization’s actions are provided. Provides a model that defines unwritten ground rules in four quadrants of organizational activities and suggests that all four quadrants need to have effective ground rules for an organization to succeed. Finally, it provides an UGR change process that involves seven elements for changing the UGRs to achieve the organization’s strategic objectives and a truly “balanced scorecard”.