The Work-Around Culture:

Unintended Consequences of Organisational Heroes

Definition

• A “work-around,” is “an improvised method to circumvent an obstacle, but which does not eliminate the obstacle.”

• Work-around cultures are environments where employees work around obstacles that arise to meet the demands of the moment but never make improvements to meet the demands of the future.

Overview

• ‘Work-around cultures’ are pervasive • Work ‘Hero’• Costly in financial and human terms. • The solution is a continuous improvement

culture • Manager responsiveness • Problem-solving efficacy.

Characteristic Obstacles

• Work-arounds can be categorized based on – The characteristics of the obstacle • Rules/processes/procedures• Tools/skills/resources

– Employee awareness• Conscious of the obstacle, Rules, SOP’s, SLA’s etc• Unaware

Work Arounds

• The work-arounds that employees are conscious of involve– Bending the rules– Patch-its

• Work-arounds that employees are not aware of include – Unintentional noncompliance and – Creative solutions.

Work Arounds-Costs

• Patch It’s– Increasing error – Wasting resources– Employee burnout– Reinforces the wrong culture

• ‘Bending’ the Rules – Contractual non-compliance – Legislative non-compliance

Work Around-Benefits?

• Meets immediate needs (SLA’s)?• I am being effective?• Staff fully utilised?• Keeps clients happy?• Doesn’t require involving managers? • Badge of Honour?

Reporting Problems

• Not always ill-advised• May be the optimal course of action• Managers need to know • Willingness to report problems• Management availability• Managers approachability

Low

Employee BurnoutWorkaround Workaround

Culture Culture

“Satexciting” Hero Culture Hero Culture

Reduction in underlying causes

of problemsImprovementImprovement

Orientated CultureOrientated Culture

“Whiny” Employees may overwhelm

OrganisationCynical CultureCynical Culture

Problem Solving Cultures

Cumulative Cost of the Problem

Man

ager

Res

pons

iven

ess

High

High

Take Aways

• Work Arounds costly i.t.o. time and money• Communication solves reporting problems• Be responsive to staff reports • Hard Workers ≠ Good Workers