Book | 2012

The Culture Cycle: How to Shape the Unseen Force That Transforms Performance

by James Heskett

Abstract

The contribution of culture to organizational performance is both substantial and quantifiable. This book presents the results of field research that demonstrates how an effective culture can account for up to half of the differential in performance between organizations in the same business. The book describes a conceptual framework, "the culture cycle," for managing culture that comprises setting and meeting expectations; establishing trust, engagement, and ownership among employees and customers that makes possible the successful implementation of policies and practices; as a result, creating a learning and innovative organization; and tracking results in terms of the "four Rs" of retention, referrals, returns to labor, and relationships with customers. It shows "the culture cycle" at work in practice based on data collected for the study.

Keywords: Customer Focus and Relationships; Learning; Framework; Policy; Retention; Books; Data and Data Sets; Innovation and Invention; Management Practices and Processes; Organizational Culture; Performance Expectations; Research;

Citation:

Heskett, James. The Culture Cycle: How to Shape the Unseen Force That Transforms Performance. Upper Saddle River, NJ: FT Press, 2012.