“Values create culture, which is the foundation for a company’s long-term success.”

It’s critical for any organization to establish a set of common values or a mission statement for employees to feel connected to the business and to feel that what they do matters. Values create culture, which is the foundation for a company’s long-term success.

What happens to culture as a business grows? What happens when you can no longer control what that culture looks like in multiple locations? Scaling within a growing organization is not something you can standardize, or make happen overnight.

Building Blocks

Culture begins with application processes, onboarding initiatives, and training materials to set the tone of your company’s culture. It’s the consistency of living out of a company’s core values that should be upheld within everything that happens in the workplace, big or small.

Culture Over Process

A strong culture means there is an unspoken understanding of trust that everyone will do the right thing. This level of trust allows people to be autonomous, confident and independent. It fosters an entrepreneurial spirit to live within everyone, superseding any process that could be in place.

Let’s use the BPO industry as an example. There is a distinct link between a contact center’s company culture and its success. In this type of environment, culture impacts things like first contact resolution, service levels, quality, productivity and customer satisfaction. That’s why creating a culture of empowerment is so important. It ensures personalized and extraordinary customer experiences become second nature to front-line teams, ultimately affecting the bottom line in a positive way.

The Importance Of Subculture

Employees should be empowered to interpret culture and a company’s core beliefs clearly. It allows them to feel like part of an intimate group, while also contributing to the bigger picture.

Organizational subcultures are inevitable. It’s impossible to keep a one-size-fits-all cultural narrative, especially with multiple global teams. Subcultures can help a business become more agile by discovering new operational strategies and learning from diverse perspectives.
Read our thought paper to learn more about how it’s possible to defend and continue building culture, no matter how big a company gets.