Insurance Broker College Station TX

Insurance Broker College Station TX

Step 3: Define a Process for Assessing the Current Culture, the Desired Future Culture, and the Gap between the Two

The extent to which a mindset is shared may be audited in four steps. First, within the Insurance Broker College Station TX entity to be examined, ask a group of employees (either top management only or an employee cross section) to answer this question: What are the top three things (as a firm, department, or function) we want to be known for by our customers? This question highlights the essential ingredients of a mindset—what we are known for by our Insurance Broker College Station TX customers. Second, after collecting the answers from the employee group, cluster the similar responses; the relative numbers of answers in each cluster will provide a measure of the degree of “sharedness.” The rule of thumb is that 75 percent of the responses should be in the top three clusters. In the many times my colleagues and I have done this exercise, with many firms, we have seldom found such high (75 percent) consensus. Third, ask a similar question of customers (of the firm, department, or function): What would you like your supplier of choice to be known for? Finally, compare the answers of those inside and outside the Insurance Broker College Station TX firm.

The above exercise audits the shared mindset. It reveals what the mindset is and whether it is shared among employees and customers. At times, employees may share a common mindset, whereas customers do not. This exercise also identifies any gap between present and desired culture. The desired culture is best framed in terms of what customers want the firm to be known for. If cultural alignment begins with Insurance Broker College Station TX customers and then shifts to how employees should perceive the firm, consistent with the customer mindset, unity will follow. Gaps may exist among employees (when they do not share a common mindset) or between Insurance Broker College Station TX employees and customers (when employee and customer mindsets differ).