Sustaining Culture

They are taught the history of the firm

Managers are responsible for sustaining organizational culture, by helping new employees learn and adapt to it. A new worker, for example, must be taught what behaviors are valued and rewarded by the organization, so that he or she can learn the "system" and gradually assume those behaviors that are appropriate to their role.

At coffee retailer Starbucks, every employee goes through a set of formal classes during their first few weeks on the job. They are taught the history of the firm, coffee-making techniques, and how to explain Starbucks Italian drink names to baffled customers, and given coffee-tasting classes. The firms socialization program turns out employees who are well versed in the company's culture and can represent Starbucks obsession with "elevating the coffee experience" for its customers.

ACTION POINT: Elevate the "lighting" experience for your employees and your customers.