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Anz Case Study

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It is generally accepted that the first step in maximising performance and gaining the people advantage is through an organisations culture. Why is this the case?

“Culture can be defined as the set of key values, beliefs, understandings and norms shared by members of an organisation” (Kitmann et al., 1986; Smircich, 1983). For a company to maintain an advantage over their competitors they must first look internally to ensure they have effective employees. ANZ recognised just how important this is when they identified the need to make changes to the organisation, “... then we needed to change the hearts and minds of the people inside the organisation” (ANZ Case Study, 2012). Managing corporate culture is important for two reasons, the first reason is that managers are unable to be present for every minute during business hours so culture will shape the way employees work without constant supervision and secondly, maintaining a strong corporate culture influences the employees decision making so they make the best decision for the organisation. The effects of culture are not limited to the internal environment but also the external environment, the culture of the workplace controls the way employees behave amongst themselves as well as with people outside the organization. Because the culture of an organisation is highly visible they facilitate adaptation to the external setting plus integration of internal processes.

Negative corporate culture has effects on immediate stakeholder relations and the wider microenvironment. Employees are less likely to be motivated and driven to provide outstanding customer service when they exposed to a negative internal environment which reflects on public perception of the company and brand.

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Fig 1.1

2. ANZ took a carefully thought-out approach to transform it’s culture. Discuss the key steps in ANZ’s approach…...

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