From B2B and B2C, we have moved to an era of H2H (Human to human). Your organization culture is fast becoming crux of your Value proposition to the customers. This talk provides insights on what constitutes culture and how it can impact organisational growth. Understand cultural building blocks and steps to cultivate a strong culture. Discussion on live examples where culture has come to organization’s rescue and continues to take Centre stage in the business.

1. Organizational Culture,
crux of Startup business model
PeopleWiz Consulting
June 2017

2. The ordinary heroes of Taj
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https://www.youtube.com/watch?v=vQGz1Y
RqBPw

3. Taj approach to HR
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Fresh recruits from
small towns who have
the right attitude
(integrity & devotion
to duty), not
necessarily right skills
HIRE TRAIN
Train for 18 months , not 12.
All training done by
managers not external
consultants. Teach people
to improvise rather go by
the book. Ensure employees
can deal with guests without
consulting supervisor.
REWARD
Insist on employees to be “
guest ambassadors”.
Recognize customer
appreciation for an
employee within 48 hours.
Ensure recognition comes
from supervisor not top
management.

4. • Simply put, it is how my employees treat the customer when I am not
around
• It is what happens when manager leaves the room
• It is the shared beliefs, values, assumptions that manifests itself in behavior
• Culture need not be good or bad but it definitely is strong or weak
What is Culture?
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5. Why invest in culture?
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In this increasingly
networked environment,
your organizational culture
can become your brand.
A company with highly developed culture of quality
spends on an average $350 million less annually fixing
mistakes than a company with a poorly developed one.
A company with a strong
culture performs consistently,
tends to be more reliable in
its financial performance.

6. Culture creation in start ups
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ASSESS
 Know yourself. Recognize your strengths
and weakness.
DEFINE IT
 Create a compelling vision & purpose. A great culture starts with a
vision or mission statement. These simple turns of phrase guide a
company’s values and provide it with purpose.
 Determine your Organization’s uniqueness/ Wow factor. Any
organization has a unique story. And the ability to unearth that story and
craft it into a narrative is a core element of culture creation
 Clarify your values. Values offer a set of guidelines on the behaviors
and mindsets needed to achieve that vision.

7. Airbnb Core Values
your footer
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8. Culture creation in start ups
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HIRE FOR IT
 Hiring the right person for cultural fit.
Hire people smarter than you, more
skilled.
LIVE IT
 When money is tight, how do we act? When a staff
member is ill, how do we respond? When a good
customer can’t pay their bills, what do we say?
When someone makes a mistake, how do we act?
TEACH IT
 Communicate, create narratives, cite examples
of acceptable behaviors, curate stories

9. Culture creation in start ups
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SHOW APPRECIATION
 Recognize culturally appropriate
behavior
 Reward employees who uphold
company values
SET EXPECTATIONS
 Clarify strategic priorities
 Engage your team in defining SMART goals
 Clarify and track key measures. Have at least 1
unifying metrics.
STAY OUT
 Define boundaries of operation but do not
micromanage

10. Culture creation in start ups
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EVALUATE AND CORRECT
 Culture evolves continuously, you can’t leave
it alone.
GET USED TO TOUGH DECISIONS
 Letting People Go, A Painful, Yet Necessary Step.

11. In summary : Building Blocks of Culture
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12. Protima.sharma@peoplewizconsulting.com
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