sustainable brands culture building

Sustainable Brands – Culture Building Richard Barrett

Powerful metrics that enable leaders to measure and manage cultures.

www.valuescentre.com

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CULTURE AND BRAND ARE TWO SIDES OF THE SAME COIN

Employee Perspective Customer Perspective

Who you are on the inside, looks a lot like who you are on the outside

CULTURE BRAND



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THE BIG MESSAGE

IF YOU WANT TO BUILD A SUSTAINABLE BRAND THEN

YOU NEED TO BUILD A VALUES-DRIVEN CULTURE.



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MY SPEECH TODAY

HOW TO BUILD, MEASURE AND MANAGE A VALUES-DRIVEN CULTURE



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Available in July 2014



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Richard Barrett has made extraordinary contributions to our understanding of organisational values and culture. His frameworks for measuring culture and enabling whole system change are elegant. His reservoir of knowledge is vast and his connection to timeless wisdom is profound. Raj Sisodia Co-founder and co-chairman of Conscious Capitalism Inc. and Professor of Marketing at Bentley University



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THE BIG QUESTION WHY ARE VALUES-DRIVEN ORGANISATIONS THE MOST SUCCESSFUL SUSTAINABLE ORGANISATIONS ON THE PLANET?

WHAT DO THEY FOCUS ON? WHAT MAKES THEM SUCCESSFUL?

THEY CARE ABOUT THE NEEDS OF THEIR PEOPLE



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S&P 500

Average Annualized Return

16.39%

Average Annualized Return

4.12%

BCWF

The Best Companies to Work For engender high levels of employee engagement and commitment, because the leaders of these organisations focus on meeting employee’s basic needs and satisfying their growth needs: they focus on helping their employees feel happy and find meaning in their work.

The Top 40 Best Companies to Work For (USA)



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The Top 40 Best Companies to Work For (USA)

Adobe Systems Inc.

Adobe Systems Inc.

Aflac Inc.

Amazon.com Inc.

American Express Co.

Autodesk Inc.

Build-A-Bear Workshop Inc.

Capital Trust Inc. Class A.

Chesapeake Energy Corp.

Devon Energy Corp.

Dreamworks Animation SKG

Inc.

EOG Resources

FactSet Research Systems Inc.

General Mills Inc.

Goldman Sachs Group Inc.

Goldman Sachs Group Inc.

Google Inc. Class A.

Hasbro, Inc.

Intel Corp.

Intuit Inc.

Marriott International Inc.

Mattel Inc.

Medical Properties Trust Inc.

Men’s Wearhouse

Microsoft Corp.

National Instruments Corp.

NetApp Inc.

Nordstrom Inc.

Novo Nordisk, A/S ADR

Novo Nordisk, A/S ADR

Nustar Energy, L.P.

Publix Super Mkts, Inc.

Qualcomm Inc.

Rackspace Hosting Inc.

Salesforce.com Inc.

Southern Michigan Bankcorp.

St Jude Medical, Inc.

Starbucks Corporation

Stryker Corporation

SVB Financial Group

Ultimate Software Group, Inc.

Umpqua Holdings Corporation

Whole Food Markets, Inc.



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GtG Average Annualized Return

5.32%

S&P 500 Average Annualized Return

4.12%

$60m

$100m

$140m

$180m

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2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

20m

The 10 Good to Great Companies (Jim Collins)

The seven characteristics Collins identified in the so-called Good to Great companies, on their own, are not sufficient for long-term success. Focusing on the needs of your employees

and the culture of the company are more important.



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Abbott Laboratories

Abbott Laboratories

*Circuit City

**Fannie Mae

Gillette Company

Kimberly-Clark

Kimberley-Clark

Kroger Co.

Nucor Corp.

Philip Morris International Inc.

Pitney Bowes Inc.

Pitney Bowes Inc.

Walgreen Company

***Wells Fargo & Co.

* No longer trading. ** Involved in a home mortgage scandal. *** Received $25 billion bailout from the Troubled Asset Relief Program (TARP) as part of the United States government’s response to the subprime mortgage crisis of 2008.

The 10 Good to Great Companies



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“Culture eats strategy for breakfast.”

“No matter how far reaching the vision or how brilliant the strategy, neither will be realized if it is not supported

by the organisational culture.” Luther Johnson

Peter Drucker



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THE DIFFERENCE BETWEEN THE BEST COMPANIES TO WORK FOR AND OTHER COMPANIES IS THE LEADERS CARE ABOUT

THE NEEDS OF THEIR EMPLOYEES:

THEY CARE ABOUT WHAT THEIR EMPLOYEES VALUE

Leadership, Values and Excellence

Peters and Waterman, “In Search of Excellence: Lessons from America’s best run companies”, 1983

Clarifying the value system and breathing life into it are the greatest

contributions a leader can make.

Tom Peters



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AT ANY GIVEN MOMENT IN TIME, the

values that are most important to us are a the needs of the stage of psychological development we have reached and the unmet needs of the stages of psychological development we have passed through but haven not yet mastered. Our needs (what we value) have always been, and always will be the principal drivers of our behaviors and actions.

What motivates employees is the satisfaction of their needs.



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Stages of Psychological Development

Surviving: Staying alive and healthy in the best possible conditions.

Conforming: Keeping safe and secure by staying loyal to your family, kin and culture.

Differentiating: Distinguishing yourself from the crowd by honing your skills and talents.

Individuating: Letting go of the aspects of your parental and cultural conditioning that no longer serve you.

Self-actualizing: Becoming more fully who you are by leading a values- and purpose-driven life.

Integrating: Aligning with others who share the same values and purpose to create a better world.

Serving: Fulfilling your destiny by caring for the well-being of humanity and/or the planet.

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Levels of Consciousness

Survival: Staying alive and healthy in the best possible conditions.

Relationship: Keeping safe and secure by staying loyal to your family, kin and culture.

Self-esteem: Distinguishing yourself from the crowd by honing your skills and talents.

Transformation: Letting go of the aspects of your parental and cultural conditioning that no longer serve you.

Internal Cohesion: Becoming more fully who you are by leading a values- and purpose-driven life.

Making a difference: Aligning with others who share the same values and purpose to create a better world.

Service: Fulfilling your destiny by caring for the well-being of humanity and/or the planet.

Survival, safety, control, financial stability, wealth, job security, health.

Belonging, friendship, loyalty, caring, respect, tradition, harmony.

Excellence, status, pride , recognition, achievement, continuous improvement.

Autonomy, challenges, adaptability, accountability, continuous learning, adventure, independence.

Meaning, purpose, integrity, fairness, commitment, creativity, trust, transparency.

Making a difference, coaching, mentoring, collaboration, empathy, sustainability.

Compassion, humility, future generations, ecology, social justice, service.

WHAT WE VALUE



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The Shift from “I” to “We”

Service

Making a difference

Internal Cohesion

Transformation

Self-esteem

Relationship

Survival

COMMON GOOD (WE)

SELF INTEREST (I)

TRANSFORMATION

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SEPARATION AND ISOLATION COMMUNITY AND COHESION

The Three Mantras of Organizational Performance

Cultural Capital is the new frontier of competitive advantage.

Mantras Implications

The Culture of an organizations is a reflection of leadership consciousness

Measurement matters. If you can measure consciousness, you can manage it.

Who you are and what your organization stands for is vitally important.

Organizational transformation begins with the personal transformation of the leaders

You can make the evolution of consciousness, conscious

Focus on Vision, Mission and Values

Begins with Self Leadership

Measure and Map the Values

Stages in the Development of Personal Consciousness

Positive Focus / Excessive Focus

Service

Making a difference

Internal Cohesion

Transformation

Self-esteem

Relationship

Survival Financial Security & Safety Creating a safe secure environment for self and significant others. Control, greed , …

Belonging Feeling a personal sense of belonging, feeling loved by self and others. Being liked, blame, …

Self-worth Feeling a positive sense of pride in self and ability to manage your life. Power, status, …

Personal Growth Understanding your deepest motivations, experiencing responsible freedom by letting go of your fears

Finding Personal Meaning Uncovering your sense of purpose and creating a vision for the future you want to create

Collaborating with Partners Working with others to make a positive difference by actively implementing your purpose and vision

Service to Humanity and the Planet Devoting your life in self-less service to your purpose and vision

Positive Focus / Excessive Focus

Financial Stability Shareholder value, organisational growth, employee health, safety. Control, corruption, greed, …

Belonging Loyalty, open communication, customer satisfaction, friendship. Manipulation, blame, …

High Performance Systems, processes, quality, best practices, pride in performance. Bureaucracy, complacency, …

Continuous Renewal and Learning Accountability, adaptability, empowerment, teamwork, goals orientation, personal growth

Building Corporate Community Shared values, vision, commitment, integrity, trust, passion, creativity, openness, transparency

Strategic Alliances and Partnerships Environmental awareness, community involvement, employee fulfillment, coaching/mentoring

Service To Humanity And The Planet Social responsibility, future generations, long-term perspective, ethics, compassion, humility

Stages in the Development of Organizational Consciousness

Service

Making a difference

Internal Cohesion

Transformation

Self-esteem

Relationship

Survival

The Values Survey

Three Questions: PERSONAL VALUES Which of the following values and behaviours most reflect who you are? Pick ten. CURRENT CULTURE Which of the following values/behaviours most reflect how your organisation currently operates? Pick ten. DESIRED CULTURE Which of the following values/behaviours most reflect how you would like your organisation to operate? Pick ten.

Placement of Values by Level

Top Ten Values

1. tradition (L) (59)

2. diversity (54)

3. control (L) (53)

4. goals orientation (46)

5. knowledge (43)

6. creativity (42)

7. productivity (37)

8. image (L) (36)

9. profit (36)

10. open communication (31)

10

4 2 5

7

9

6

8

3

1 10

Current Culture 100 Employees

Service

Making a difference

Internal Cohesion

Transformation

Self-esteem

Relationship

Survival

Distribution of Values by Level

Current Culture 100 Employees

11%

1

2

3

4

5

6

7

Cultural Entropy

Service

Making a difference

Internal Cohesion

Transformation

Self-esteem

Relationship

Survival



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Entropy and Engagement

Cultural entropy significantly impacts employee engagement.

25%

35%

45%

55%

65%

75%

85%

0% 5% 10% 15% 20% 25% 30%

Cultural Entropy

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Research carried out in 163 organisations in Australia by Hewitt Associates and the Barrett Values Centre in 2008.

Low Entropy = High Engagement

High Entropy = Low Engagement



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What is Cultural Entropy?

The amount of energy that is consumed in an organisation doing unnecessary or unproductive work that does not add value. It is a measure of the conflict, friction and frustration that employees encounter in their day-to-day activities that prevent the organisation from operating at peak performance.



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Cultural entropy is a function of the personal entropy of the current leaders of an organisation and institutional legacy of past leaders as embedded in the structures, systems, policies and procedures.

How Does Cultural Entropy Arise?



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What is Personal Entropy?

Personal entropy is the amount of fear-driven energy that a person expresses in his or her day-

to-day interactions with other people.

It is a measure of a lack of a person’s lack of personal mastery skills. Fear-driven energy arises from the

conscious and subconscious fear-based beliefs of the ego about meeting its deficiency needs.

Example of Cultural Evolution

SA Bank: Group (2011)

Level 7

Level 6

Level 5

Level 4

Level 3

Level 2

Level 1

Personal Values Current Culture Values Desired Culture Values

IRS (P)= 6-4-0 | IRS (L)= 0-0-0 IROS (P)= 2-2-5-1 | IROS (L)= 0-0-0-0 IROS (P)= 3-3-4-0 | IROS (L)= 0-0-0-0

Matches

PV - CC 2 CC - DC 6 PV - DC 4

Health Index (PL)

PV: 10-0 CC: 10-0 DC: 10-0

1. accountability 8576 4(R)

2. honesty 6133 5(I)

3. commitment 5221 5(I)

4. respect 4420 2(R)

5. family 4057 2(R)

6. integrity 4023 5(I)

7. caring 3568 2(R)

8. balance (home/work) 3526 4(I)

9. responsibility 3279 4(I)

10. efficiency 3085 3(I)


2. client-driven 4571 6(O)

3. client satisfaction 3486 2(O)

4. brand reputation 2740 3(O)

5. achievement 2491 3(I)

6. teamwork 2408 4(R)

7. environmental awareness

2372 6(S)


9. being the best 2218 3(O)

10. cost-consciousness 2187 3(O)


2. balance (home/work) 4183 4(O)

3. client-driven 3864 6(O)

4. client satisfaction 3742 2(O)

5. employee recognition 3297 2(R)

6. honesty 3053 5(I)


8. achievement 2809 3(I)

9. teamwork 2744 4(R)

10. employee satisfaction 2687 2(O)

Values Plot Copyright 2011 Barrett Values Centre April 2011

Black Underline = PV & CC Orange = CC & DC P = Positive L = Potentially Limiting I = Individual O = Organizational

Orange = PV, CC & DC Blue = PV & DC (white circle) R = Relationship S = Societal

1%

0%

1%

5%

16%

16%

26%

4%

7%

24%

0% 20% 40%

1

2

3

4

5

6

7

3%

3%

5%

5%

11%

20%

13%

14%

6%

20%

0% 20% 40%

1

2

3

4

5

6

7

1%

0%

0%

5%

15%

16%

21%

12%

5%

25%

0% 20% 40%

1

2

3

4

5

6

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SA Bank: Group (2011)

C

T

S

Values Distribution Copyright 2011 Barrett Values Centre April 2011

C = Common Good T = Transformation

S = Self-Interest

Positive Values

Potentially Limiting

Values

CTS = 37-24-39

Entropy = 2%

CTS = 33-20-47

Entropy = 11%

CTS = 38-25-37

Entropy = 1%

Personal Values

Current Culture Values

Desired Culture Values

Entropy 14% Entropy 25% Entropy 19% Entropy 17%

SA Bank: Current Culture Evolution

1. cost-consciousness 2. profit 3. accountability 4. community involvement 5. client-driven 6. process-driven 7. bureaucracy (L) 8. results orientation 9. client satisfaction 10. silo mentality (L)

2005

1. cost-consciousness 2. accountability 3. client-driven 4. client satisfaction 5. results orientation 6. performance driven 7. profit 8. bureaucracy (L) 9. teamwork 10. community involvement

2006

1. client-driven 2. accountability 3. client satisfaction 4. cost-consciousness 5. community involvement 6. performance driven 7. profit 8. achievement 9. being the best 10. results orientation

2007 2008

1. accountability 2. client-driven 3. client satisfaction 4. community involvement 5. achievement 6. cost-consciousness 7. teamwork 8. performance driven 9. being the best 10. delivery

4 matches 4 matches 3 matches 5 matches

Entropy 14% Entropy 13% Entropy 13% Entropy 11%

SA Bank: Current Culture Evolution

2009 2010 2011

6 matches 6 matches 6 matches

1. accountability 2. client-driven 3. client satisfaction 4. cost-consciousness 5. community involvement 6. achievement 7. teamwork 8. employee recognition 9. being the best 10. performance driven

1. accountability 2. client satisfaction 3. client-driven 4. teamwork 5. brand reputation 6. being the best 7. achievement 8. commitment 9. community involvement 10. cost-consciousness

1. accountability 2. client-driven 3. client satisfaction 4. brand reputation 5. achievement 6. teamwork 7. environmental awareness 8. commitment 9. being the best 10. cost-consciousness



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Evolution of Number of Survey Participants

8%

25%

38%

51%

67%

73% 77%

75%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

2005 2006 2007 2008 2009 2010 2011 2012

Percentage of employees voluntarily participating in the

values assessment grew significantly each year as

people realized that the leaders of the organisation were not just paying attention to the

results of the assessment, but were taking actions to reduce cultural entropy and increase

the values and mission alignment every year.



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Cultural Entropy Evolution

Entropy risk bands

0 -10% Healthy functioning

11-20% Some problems

21-30% Significant problems

31-40% Serious situation

41%+ Critical situation

Entropy reduction led to improved performance through increased employee engagement—increased revenues, productivity, share price, etc. Working toward entropy of 10% will result in healthy functioning of the organisation and improved staff morale.

25%

19%

17%

14% 13% 13%

11% 10%

0%

5%

10%

15%

20%

25%

30%

2005 2006 2007 2008 2009 2010 2011 2012

Cutlural Entropy



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Revenue Evolution

0%

5%

10%

15%

20%

25%

30%

0

5000

10000

15000

20000

25000

30000

35000

2005 2006 2007 2008 2009 2010 2011 2012

Revenue Cultural Entropy

Total revenue increases as

cultural entropy falls.

Global Economic Meltdown

0%

5%

10%

15%

20%

25%

30%

0

200

400

600

800

1000

1200

2005 2006 2007 2008 2009 2010 2011 2012

Revenue per Capita Cultural Entropy

Revenue per capita increases

as cultural entropy falls.

Productivity Evolution


0%

5%

10%

15%

20%

25%

30%

0

5000

10000

15000

20000

2005 2006 2007 2008 2009 2010 2011 2012

Share Price Cutlural Entropy

Share price (cents) increases

as cultural entropy falls.

Low entropy

organisations are extremely resilient.

Share Price Evolution


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