Shaping your Culture for Success

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Shaping your Culture for Success and Sustainable
Improvement Tim Pilsbury Fenland District
Council
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In the beginning(2002/3)
Peer Review
Corporate Services Review Staff Survey
lack of corporate management capacity Inadequac
ies in project management Weak people
management No effective performance
management Poor financial management Departmen
talism cited as biggest stressor Heirarchical,
top-down, silo-bound, outdated Only 2 PIs in top
quartile over 70 below median No change is not
an option Overhaul the culture
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The First District Council to jump from FAIR to
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STOCK TRANSFER
3-CHANNEL CUSTOMER ACCESS
Major Project Delivery
3-Bin RECYCLING ROLLOUT
50 MILLION REGENERATION
CUSTOMERSERVICEEXCELLENCE
COMPLETE ICT RE-ENGINEERING
ACCOMMODATIONREVIEW
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Culture Shaping !
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Symbols
People are valued for their contributions

• Job titles off badges
• Qualifications off doors
• Generic letterhead
• Redesign of customer interfaces
• Take services to the community
• Remove unnecessary barriers
• New Council logo
• New branding
• No Directorates
• No Departments
• No Divisions
• No Units
• No Sections

Think Community! Think Customer!
Things are changing
Bad Language !
ONE TEAM !
ACTIONS
IMPACT/MESSAGE
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Power Structures

• Establish new mgt. norms
• Agree/live mgt. behaviours values
• Encourage challenge (upward peer)
• Foster dedication to core values
• tolerate individuality
• Demonstrate humility (be truly umble)
• Learn dont blame
• Walk towards problems

We mean what we say We are One Team
People are valued for their contributions
Senior Mgt. is approachable listens
Leads by example
ACTIONS
IMPACT/MESSAGE
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Control Systems

• Listen to the community/communities
• Adjust priorities - Shift resources
• Act Collectively - No bidding round
• Change the Constitution
• Risk aware, not risk averse

Community comes first Priorities drive budget
other resources Members agree priorities Think
community! Think customer! Balance pragmatism
with creativity
PRIORITY
HIGH PRIORITY HIGH PERFORMING
ATTENTION, FOCUS, RESOURCE
PERFORMANCE
ACTIONS
IMPACT/MESSAGE
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Rituals Routines

• Cut bureaucracy to a minimum
• No Memos
• Processes are a means to an end
• Recharges are for accountants!
• Focus training on behaviours
• 3-stage staff induction
• Staff Awards scheme
• Celebrate - Party!!

You are trusted to get on with it make a
difference
You are valued for your contribution
ACTIONS
IMPACT/MESSAGE
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Org. Structure
Structure can send a powerful cultural message

• Performance mgt. not line mgt.
• Project mgt. not line mgt.
• Fluid informal matrix mgt. approach
• Clear recruitment messages
• Ongoing challenge of mgt. culture

Empowerment Mutual Trust One Team!
ACTIONS
IMPACT/MESSAGE
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Stories
SPEED DATING!
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The Member Officer Interface
Clarity and Respect of Roles One Shared
Agenda One Team
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• Set your stall out
• Remove Barriers
• Generate trust respect
• Reinforce the messages
• Dont create new barriers!!
• Remember Uriah Heep

01354-622255 timpilsbury_at_fenland.gov.uk