This paper describes how ethnography became a catalyst for organizational change in a leading financial institution by providing a collaborative context for functional groups to come together in co-creating a multichannel customer banking experience. While consumers increasingly expect a good...
Tag: change management
Opting Out Of Stasis: Using Integrated Techniques to Create Sustainable Change and Renewal in Healthcare Organizations
In recent times, hospitals and healthcare organizations have become more accepting of using human-centered approaches, including ethnography, to lend insight on how to prevent risk, increase efficiency, improve staff experience, and advance delivery of care. But often times, these approaches lack...
Unleashing the Power of an Analytics Organization: Why a Large Financial Institution Used Ethnography to Transform Analytics
Large organizations have been on a quest to harness the power of big data to inform and drive all kinds of decisions—from finance and fraud prevention to product development and marketing. Organizations from the U.S. government, to retailers, to major financial institutions are appointing Chief...
Cultural Change Management in Organizations from Competing Perspectives
Since the 1980s, it has generally been accepted that corporations have cultures, and that corporate culture bears an important, if poorly understood, relationship to corporate performance. Figuring out how to measure, fine-tune, and adjust corporate culture has been a cottage industry within...
Anticipating Headwinds: Using “Narrative Tacking” to Build an Inclusive Future
This paper proposes a framework for addressing entrenched resistance to change. It borrows a metaphor from sailing to suggest that the best way through unwanted transformations is by “narrative tacking.” Drawing a parallel to how sailors navigate through headwinds by “tacking,” I argue that...
Looking to Right-hand Women: Strategies for Shaping Impactful Paths in Business
PechaKucha—This visual ethnography explores the hypothesis that some women in business subvert traditional power relationships by using existing stereotypes and all other tools at their disposal to become “right-hand women.” Drawing from examples of famous women in business and quotes from...
Ethnography to the Rescue of Change Management
It’s not unusual for challenges to arise when organizations and teams undergo transformation. Whether due to natural growth, global expansion, or shift in focus, confusion and misalignment may lead to poor morale and mistrust. In such cases, Human Resources is typically brought in to manage...
Organizational Culture and Change
Praxis is the bringing-to-life of a theory or philosophical position. It is the practical application of lessons learned through study and reflection. It is not simply what you do, it’s why you do it. Thus as the organization that specializes in ethnographic praxis in industry, we are the...