Let's start by defining business culture, also known as Organizational Culture, Institutional Culture, Administrative Culture, Corporate Culture, or Business Culture.
According to the Wikipedia definition, Business Culture is defined as “the set of ways of thinking, feeling and acting that are shared by the members that make up the organization. It is the set of experiences, habits, customs, beliefs and values that characterize a human group, applied to the scope of an organization, institution, administration, corporation, company, or business ”.
Obviously, if you want your company to be oriented towards Customer Service, and quality improvement, the Business Culture must promote, encourage and internalize in the staff, habits, customs, experiences and values that produce positive experiences in Customers through the high quality of products and excellence in services.
However, the Business Culture is not decreed, it must be shaped by the leadership exercised by Senior and Middle Management, and it must permeate all company personnel in a cascade. Cultural changes and transformations take time and must be continually evaluated and monitored to ensure that the message sent to the staff through the behavior and body language of their leaders is congruent and aligned with the values and habits expected in the culture.
A company with a solid and internalized service culture in its staff will naturally favor the measurement, monitoring, improvement and adaptation of processes, structure and strategy to ensure quality products and services, and customer satisfaction.
A company with a culture of service rooted in its staff contributes with better human beings because these, through their behavior, shape the corporate culture which will spread in all tasks of life, transforming and spreading their habits in the family and in the society.
Cultural transformations extend to cities and countries, but we bear in mind that habits, beliefs and values must be shared by citizens, and this will only be possible if individual interests are aligned with the collective.
The continuous training of personnel and the use of technology are strategic factors that contribute to quantum leaps in cultural transformation. A desired behavior must become a habit to be sustainable over time, and the habit is only achieved through the continuous repetition of the behavior, and all this must be transmitted to the staff through training and the use of technology to facilitate your understanding.
Elements of Organizational Culture
