The stark truth is that 70 to 80% of cultural change programs fail. There are many reasons for that, not least of which is that whilst organisations and executives might recognise the need for change, they are rarely clear about what they want to change into. So, what often happens is some Cultural Change Consultants are engaged to run a few workshops, which those who attend find a nice break from their daily routine. The workshop group as a whole might agree to do things differently and attendees may make pledges in line with that. Then everyone goes back to work after the first, second or third costly workshop is over then life and work return to the way it was before. The attitudes, behaviours, processes and procedures employees are required to follow remain unchanged. Within a month or two the workshops are forgotten and the finance department can look back at how much the whole exercise cost. Culture is incredibly difficult and time-consuming to change, but if you don’t manage the culture of your organisation you will in all likelihood end up with the sort of culture you don’t want.
Service Profit Change (SPC) thinking is different.
First, it is not a cultural change as such but it does change the culture of an organisation. Service Profit Chain is a different way of working. It isn’t a short-term fix to cultural problems. It can’t be because there is no such thing. It requires absolute commitment from senior management and as it is progressively implemented across an organisation, the culture changes for the better. Employee and Customer LOYALTY improve, as do productivity & PROFITABILITY.
It might sound too good to be true, but it isn’t. Having implemented part or all of SPC across a number of local and international businesses operating across Australia and New Zealand we can attest to its effectiveness.