Can we Measure and Mature the IT Service Culture?

I say, "Yes we can."  In earlier post I discussed The Organizational Culture Domain © (Granito, 2011) as an add on to existing maturity models to extend and complement those models and answer the question: "What is meant by Service Culture."  To refresh your memory, The Organizational Culture Domain (OCD) © consists of eight components:

• Organizational Tension - The basic trust in a change or upheaval and the amount of "mourning" the organization requires for the old way
• Coordination and Communication - The need for or extent to which key departments and individuals work together to improve the organization
• Organizational Commitment - Convincing those in the organization to be committed to the new vision and their roles in achieving it
• Organizational Competency - Learning the analytical and interpersonal skills managers and employees will use in the Change effort
• Organizational Leadership - The demonstration by top management of visible and consistent support for change.  There is a component for executives to assess their own leadership called Executive Leadership.
• Management Innovation - Management support for the business application of creativity
• Organizational Innovation - A culture of continual service improvement
• Organizational Continuity - Retention of cultural fundamentals important to organizational change, such as purpose or mission, core technologies, and key resources and skills.

Each one of these components can be measured in the OCD Organizational Culture Assessment instrument © (Granito, 2011) and then assessed for "maturity" as any other domain in maturity models such as CMMI and maturity frameworks such as ITIL and CobiT.  I would welcome my readership taking that survey at this link.  The survey consists of about 80 questions (Yes...a bit long) and is anonymous. 

Here is a sample of questions from each category:

·         Organizational Tension: Your Organization is able to handle new demands as a result of changes Senior Leadership makes.

·         Coordination and Communication: You are satisfied there is adequate oral and group communication in your organization.

·         Organizational Commitment: When employees receive administrative directives or decisions with which they do not agree, they conform but offer dissenting opinions.

·         Organizational Competency: Your group has a record of consistent accomplishment in the organization.

·         Organizational Leadership: The Leadership Culture encourages leaders to build relationships that cross organizational boundaries.

·         Management Innovation: Management does not punish those who challenge norms.

·         Organizational Innovation: Your Organization uses coaching and training to mentor team leaders.

·         Executive Leadership: You seek out and use new or improved work methods. (You are presented with this component of the survey if you classify yourself as “management.”)

Once I assemble a significant number of responses, I will publish the results.  This should enable readership to see more clearly the significant factors behind the service culture and ultimately drive innovation and value in IT Services.

FG

Granito, F.A. (2011). Organizational Resilience and Culture: A Model for Information Technology Service Management (ITSM). (Doctoral Dissertation).

A Culture of Respectul Discussion

I took some time off from professional existence during the Holidays and spent quality time with my 88-year-old Italian mother.  Physically she is a bit frail, but mentally still very sharp.  Being a woman of faith she does not fear death and as a result, we can talk rationally about this and many other things.  And although she only has a High School education, she is a critical thinker and enjoys a good conversation about religion and secular issues.  We got into a discussion about the so-called “War on Christmas.”  She pointed out the concept separation of Church and State was first espoused by Jesus.  I could argue, but the observation was so scholarly I decided to give her the benefit of the doubt. 

She refers to the New Testament account when the Jewish Pharisees attempt to trick Jesus into choosing to pay the Roman Tribute or not.  This was a hot-button issue of the time – much like the “fiscal cliff” discussions today, but without the crucifixions.  Jesus asks to see a coin and proceeds to ask whose image is on it.  “Caesar,” is the reply.  Specifically that of Tiberius.  Jesus’ reply is what my mother refers to as the genesis of the separation concept.

Some read the phrase "Render unto Caesar that which is Caesar's and render unto God that which is God's" as unambiguous at least to the extent that it commands people to respect both state authority as well as God's authority.  After all, when we donate to charity in the name of our religion or some other purpose, we do so with Government Issue currency. Furthermore, we can legitimately argue that secular law is derived from religious law.  The Ten Commandments come to mind. 

With one straightforward counter-question, Jesus skillfully points out that the claims of God and Caesar are mutually exclusive. A great example of faulty logic called “the false dichotomy.”  This is not an “either/or” question.  The Pharisee's try to make Jesus choose: If one’s faith is in God, then God is owed everything; Caesar’s claims are necessarily illegitimate, and he is therefore owed nothing. If, on the other hand, one’s faith is in Caesar, God’s claims are illegitimate, and Caesar is owed, at the very least, the coin which bears his image.  My mother interprets Jesus' response to mean some things are owed the government and some things are owed because of our devotion to our spirituality...whatever the latter may be.  Hence the "establishment clause" of the first amendment to the U.S. Constitution. 

What does this have to do with Organizational Culture?  Other than the reference to the concept of faulty logic, really nothing. Except, we can have serious and respectful discussions with people who have very different views from our own - whether it is between the Jews and Romans of Jesus’ time, within our own organization, or even with my 88-year-old mother.

Happy New Year!

 

FG