chapter  7
23 Pages

Culture: The Collective Mindsets of the Conductive Organization

The second key organizational capability of the highly conductive organization is culture (see Figure 7.1). An organization’s culture reflects the collective mindsets of its employees. It’s best represented by, “That’s just how things are done around here.” Having a culture that is engaged in fulfilling the customer imperative relies on having employee values focused in the same direction-on the customer.