xviii) Change Challenges Culture

Change challenges current culture. It requires "unlearning" and "relearning" which can be very painful & slow

. Three parts to culture

i) behaviours, ie action, words, relationships, etc

ii) symbols, ie physical environment, recognition, concepts, etc

iii) systems, ie reporting, performance management, etc

. Need to be careful of a culture whose main focus is on performance‐driven elements, like rewarding

- on sales including cross selling

- short-term gains

- neglecting some stakeholders, eg focus on shareholders at expense of customers, staff, etc.