The 12 Areas of Organizational Culture: Responsiveness to Internal Customers

An organization’s effectiveness is a reflection of it’s culture. This blog series will explore the 12 areas of cultural assessment that Goodnight Consulting has developed to evaluate an organization’s culture. To watch the overview video, go here.

“A house divided against itself cannot stand.” -Abraham Lincoln

The 12 Areas of Organizational Culture: Responsiveness to Internal Customers | Goodnight Consulting

Defining Questions

Do organizations respond well to internal requests or guidance?

Is regular support executed effectively?

Are processes impeded due to lack of support?

Decide who you will serve

An Operator on rounds inside a power plant identifies a vibrating pump. The operator determines that he cannot fix the pump on his own, so he submits the paperwork to the Maintenance department for them to fix the pump. A Maintenance technician looks at the pump, and is unable to determine the reason behind the vibration. The Maintenance technician then submits a Request for Assistance (RFA) to Engineering for a technical review to accurately diagnose the problem.

How the Engineering department responds to this request will provide valuable insight into the culture at this site. Is an “us vs. them” culture pervasive where Engineering sees Maintenance as inferior? Or does this site understand the importance of partnering with internal customers and working together to support a common mission. Effective responses to internal customers is a sign of a healthy organization. When organizations break off into tribes and look down on each other, that points to more significant cultural challenges that require adjustments from leadership.

Ways to Improve Responsiveness

Ensure that regular support is executed effectively.

Have the supporting organizations work together to solve some problems so they can appreciate each others skill sets. Fix processes that are impeded due to a lack of support. Develop processes for handling Ad-Hoc requests that includes documenting lessons learned.

Goodnight Consulting maintains a confidential, proprietary database of cultural assessments, which we use to develop benchmarks for our clients. Our evaluations are based on decades of experience in the utility industry. If you find that your organization is weak in one of our 12 areas, please contact us to learn how we can help you improve.

12 Areas of Culture

Goodnight Consulting has identified 12 areas of culture that help define a successful organization. You can read about the other areas of culture here.


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