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What would be on your Culture Dashboard?

Services

A culture dashboard is a trendy name for something any organisation, that is keen to understand the effect their behaviour has on their people and users, should think about implementing. It is straightforward to do and will give insights, which will enable the leadership team to understand why things happen rather than just that they “have”.

I think there are just three things to measure for a culture dashboard.  They are:  Trust, Joy and Resilience, here is why.

Trust, is vital, because if an organisation can create trust throughout its stakeholders they are operating at the top of their game. Trust is an outcome measure; that is, it measures a sum total of a number of activities and transactions an organisation delivers.  Trust is also a derived benefit, this means, if a service organisation does what it says it is going to do, when it says it is going to do it, to the right standard, with a good attitude and it does this regularly, users will develop trust in that organisation.

The same goes for those who work at the organisation.  When employees are asked to deliver a service, they need to be; measured on the service,  (rather than spurious things like NPS – likelihood to recommend, type measures), trained properly, supported to deliver the service and have confidence in the whole team.  This will ensure they are all focused on the same shared goal of excellent service. That’s what creates trust inside the organisation to be delivered to those using it.

Joy would be my next measure because great organisations have a passion for what they do and passion equals joy, and joy is much easier to measure than passion.

The business-speak for joy tends to  “engagement” partly I feel because we tend to shy away from emotive terms like “joy” in our work life.  I have learnt in measurement that it is best to be very explicit about what an organisation actually wants to measure, as even moving a little bit away from the goal can mean ending up a very long way from the target.  If an organisation is able to spark joy in those who work for them the chances are they are going to be getting far more from their teams than if they are just working for the pay check.

Joy is easy to measure, and again is an outcome, so more important than an input one.  These measures might be around having a good day at work, whether people feel they are making a positive difference in what they do or about looking forward with enthusiasm to work, changes and the future.  Joy is much easier to achieve if there is trust, which is why I would put joy after trust in my measurement hierarchy.

Resilience is my final pick.  I put it last because whilst it is just as important, this is about being excellent when things haven’t worked or when there is some sort of failure in process, service or product. People who work in operational roles will often really enjoy a spot of fire fighting, and fixing stuff when things haven’t gone according to plan, and for an organisation to have resilience they must have the capacity to recover quickly whilst maintaining levels of trust and keeping the right attitude.  This means having those expert and keen fire fighters in place when they are needed and for them to have the support of the team to do their stuff. Again this is easy to measure, and can be done very effectively with a mix of audit numbers and attitudinal measures, around the “fix service”.  What is more, if trust and joy are both in place, resilience will be achievable more naturally.

So what would an organisation with Trust, Joy and Resilience measured on their Cultural Dashboard achieve? Firstly, the leadership team would find it pretty straightforward to run.  There would be less reliance on business recovery or damage limitation PR.  Secondly, they would attract the best people to work for them and customers who fit their DNA as they would feel drawn in and loyal to the organisation.  It would also be efficient as the organisation wouldn’t waste time looking at, and chasing the wrong measures and people would feel empowered to deliver to their highest level of competence without being frightened to admit when they couldn’t do something.

If you would like a conversation about how to develop your own cultural dashboard please contact us on 01276 477445 or email alison@thehaloworks.com.