Change the Culture, Change the Game Summary

“Culture eats strategy for breakfast.” This famous mantra highlights how the success of any strategy lies in an effective organizational culture, a truth deeply explored in Change the Culture, Change the Game.

1. The Results Pyramid Links Experiences, Beliefs, and Actions for Achieving Goals

The Results Pyramid is a tool that helps leaders understand the connection between what employees experience, what they believe, and how they act. These interconnected elements determine the long-term achievements of an organization. When experiences are transformed, they create positive beliefs, which prompt employees to take meaningful actions and produce better results.

General Motors tapped into this concept in 2009 when faced with massive losses. To foster a turnaround, GM set a cultural strategy dedicated to making bold decisions, taking risks, and embracing accountability. By creating experiences that supported these goals, employees gradually adopted new beliefs and behaviors that aligned with the company’s desired direction.

Similarly, Alaris Medical Systems found success in addressing these principles. Once considered ineffective at executing ideas, Alaris held discussions across departments to design experiences that positively influenced beliefs. Within six months, their approach sparked a transformation in both employee outlooks and performance, earning the company renewed respect on Wall Street.

Examples

• General Motors reduced losses by building employee accountability through experiences fostering risk-taking.
• Alaris Medical Systems shifted beliefs through open conversations about execution.
• The Results Pyramid framework clarified for organizations that experiences drive sustainable results.

2. Accountability Elevates Organizational Performance

A culture rooted in accountability drives employees to take ownership of their roles and goals. People act responsibly when they work "above the line," which involves seeing the truth of circumstances, owning outcomes, solving problems, and following through on commitments.

By operating "above the line," employees act proactively rather than passing blame or ignoring issues—a behavior termed "below the line." When accountability becomes second nature, employees embrace challenges and contribute consistently to solutions. This culture also creates transparency, as accountability sheds light on organizational strengths and weaknesses.

Organizations such as General Motors emphasized accountability in their cultural overhaul. Instead of framing accountability as blame, they framed it as a tool for solving problems, creating a safe yet performance-driven environment. Empowering employees to hold themselves accountable improved teamwork, trust, and results.

Examples

• "Above the line" thinking prioritizes actions like problem-solving and open communication.
• General Motors promoted accountability by reframing responsibility as a solution-oriented process.
• "Below the line" behaviors like blame games harm progression and delay results.

3. Shifting Culture Requires Changing Experiences and Beliefs

Many organizations aim to change employee actions without addressing the underlying experiences or beliefs that drive those behaviors. This shortcut often fails, as meaningful change starts with shifting experiences, which influence beliefs, ultimately leading to sustainable behavioral improvements.

Organizations must focus on creating new experiences—such as acknowledging employee contributions, introducing collaborative practices, or removing barriers to innovation. These changes help instill fresh beliefs tied to the company’s goals. For example, one optical retailer implemented a cultural pilot program. Employees in the pilot group experienced a new, engaging workplace mindset, which drove positive results and improvements—a trend that extended when the change was adopted company-wide.

By focusing on comprehensive transitions rather than a narrow focus on visible changes, organizations ensure that changes are impactful and last. This lasting shift is what distinguishes cultural success.

Examples

• Culture change begins with fostering supportive, empowering experiences.
• An optical retailer increased revenue by piloting cultural changes in select locations.
• Transforming beliefs ensures organizational behaviors will align with new goals.

4. Alignment Creates Organizational Unity and Efficiency

Effective cultural change demands that everyone in the organization works toward the same goal. This is called alignment. Without it, efforts to change culture often suffer from confusion, wasted energy, and low morale, as employees and leaders may pull in different directions.

Alignment is not a one-time activity but a continuous process. For example, at Fast Grill, when executives were questioned about their organization's specific key results, they gave varied answers despite broadly agreeing on "profit margins." This lack of alignment slowed progress, as employees didn’t know where to focus efforts for improvement.

Clear, repeated communication and shared purpose are critical. When all stakeholders—leaders, teams, and individuals—are aligned on priorities, obstacles to innovation decrease, processes speed up, and outcomes improve.

Examples

• Misalignment at Fast Grill delayed progress, even when general goals were agreed upon.
• Alignment involves shared beliefs that guide decisions and strategies.
• Continuous focus on shared goals improves decision-making and efficiency.

5. Leadership Drives Culture Change

Leadership plays a central role in shifting culture. Leaders set examples by modeling beliefs, communicating goals, and creating environments conducive to change. Delegating cultural responsibility to another department is ineffective; leaders themselves must oversee and guide the organization along the transformation journey.

Facilitation skills are vital to inspire collaboration and encourage dialogue within teams. Take Sony VAIO’s vice president, Steven Nickel. To improve customer satisfaction scores, he opened channels for input from employees. This inclusiveness sparked team creativity, producing fresh ideas that exceeded organizational goals.

Leaders must also navigate criticism with grace. Responding effectively involves aligning feedback with long-term cultural objectives while reinforcing the desired experiences, beliefs, and actions that advance productivity and morale.

Examples

• Sony VAIO fostered collaboration through leadership-driven dialogue.
• Leaders who remain accessible inspire greater alignment and participation.
• Employees align better with cultural shifts when leadership models desired behaviors.

6. Integration Is Key to Sustaining Change

Cultural change is not a finite project but an ongoing process. Sustaining culture requires embedding changes into company policies, meetings, hiring processes, and everyday tasks. This ensures that new behaviors and beliefs continue to thrive long after initial initiatives begin.

Eastside Health Plans successfully integrated culture change by evaluating current systems and updating procedures. They involved employees at every level to combat inefficiencies and minimize waste, resulting in significant savings of $200 million.

An evolved culture feels natural to employees. It becomes a core part of their daily work experience, boosting overall satisfaction and performance.

Examples

• Eastside Health Plans saved $200 million through cultural integration.
• Leaders embed culture change into hiring processes and policies to sustain momentum.
• Employees embrace new cultures when they become an active, positive part of their roles.

7. The Transition from Current to Desired Culture Requires Patience

Cultural change is best approached as a transition, not an overnight transformation. Organizations should focus on incremental changes and test key initiatives in controlled environments before rolling them out across the board. This transitional mindset acknowledges the importance of building a solid foundation for long-term results.

For instance, companies introducing pilots for new cultural behaviors often see immediate improvements. These short-term successes help validate strategies and build momentum.

By gradually implementing changes, organizations avoid overwhelming employees and ensure new experiences, beliefs, and actions have time to solidify and deliver measurable results.

Examples

• Pilot programs provide valuable insights before scaling cultural initiatives.
• Incremental changes ensure buy-in and mitigate resistance from employees.
• Long-lasting change results from focusing on transition over transformation.

8. Culture Change Is a Team Effort

Individual contributions matter, but culture change thrives when teamwork and collaboration are emphasized. Employees who feel empowered and connected with their peers are more eager to embrace cultural shifts and bring creative ideas to the table.

A local bookstore fostered teamwork using a simple yet effective method. Employees were allowed to reward one another with tokens for exceptional performance, which could be redeemed for store items. This recognition system encouraged collaboration, creating a positive work atmosphere.

Organizations that cultivate team-oriented cultures enhance trust, improve communication, and align efforts toward desired achievements.

Examples

• The bookstore rewarded employee achievements with tokens, promoting teamwork.
• Team-oriented organizations build morale and increase innovation.
• Strong collaboration ensures alignment across departments.

9. Cultural Change Enhances Employee Experience

Beyond improved performance, cultural change positively impacts employees' work satisfaction and happiness. A workplace with accountability, alignment, and collaboration becomes a more rewarding environment where individuals feel valued.

The previously mentioned bookstore saw employees celebrating one another's contributions, while Sony VAIO's open dialogue boosted morale and fostered creativity. These examples prove that employees thrive in an environment where culture supports rather than stifles them.

When organizations nurture their employees through culture, they reap the rewards in both engagement and results.

Examples

• Recognitions systems sustain employee enthusiasm.
• Open feedback channels ensure employees feel heard and valued.
• Cultures of accountability improve day-to-day work satisfaction significantly.

Takeaways

1. Use the Results Pyramid as a road map—focus on shaping experiences, beliefs, and actions to drive sustainable change.
2. Ensure all stakeholders align towards stated goals to reduce confusion and enhance decision-making efficiency.
3. Integrate cultural changes into everyday processes to make them an organic and enduring part of the organization’s operations.