Culture Organisational Culture is a set of collectively shared and taken-for-granted values, beliefs, and behavioural norms among members of an organisation that guides them toward organisational goals. It is one of the most important drivers in an organisation which has to be set or adjusted to push long term, sustainable success. This section explores Westpac’s organisational culture, compares its cultural values with St George, and highlights keys to a successful change management program initiated by Westpac & St George in the 2008 merger. We first examine the elements of Westpac’s organisational culture using the Johnson & Scholes Cultural Web tool and conclude Westpac’s overall culture is a formal, high performance culture focused on empowering their employees and providing excellent customer service to drive performance and growth. Table 1.0 identifies prevalent factors noted throughout the web supporting this belief.
JOHNSON & SCHOLES WEB
Established Banking History: Australia’s First Bank Culture and Values: Michelle Van Gaalen, General Manager of marketing and products, said Westpac has put a lot of time into its corporate strategy and devising a culture that focuses on the customer experience. Van Gaalen is quick to acknowledge that all banks claim customer satisfaction as a key driver of their business. But that makes culture all the more important. "Culture is the key differentiator,” she says. “The difference is at the people level.” Strong Corporate Social Responsibility & Sustainability Program
Transformational Leader - Gail Kelly, CEO and inner circle of key executives CEO communicates all good and bad news to media such as new best sourcing strategy, employee layoffs, new group structure, and executive appointments One Team, delighting customers, achievement, integrity, valuing each other Performance depends on Service-Value Chain which links employees, customers, and the community and outcomes...