ORGANIZATIONAL CULTURE CHANGE: A LOCAL EXPERIENCE OF GOING FROM FAIR TO GREAT (50m Lecture)

In the early 2000s our Environmental Health (EH) Department conducted an internal services assessment. The assessment revealed EH was lagging behind in the use of technology, policies and procedures were outdated or nonexistent, the most qualified staff was not being promoted and productivity was low. The Department embarked on a plan to rectify these deficiencies. Inspection districts were reorganized based upon times required to inspect each facility type to:

1) Establish an appropriate workload, and
2) Balance workloads across districts.

Performance measures were established. A database solution was purchased as well as laptops for field use. An Information Technology (IT) person was hired to administer the new database, create reports and train staff. The interviewing and hiring process was altered to ensure persons were promoted on skills and abilities, not just experience and longevity. Key core skills such as: positive attitude, problem solving, excellent communication, customer service orientation, work ethic, and respect for authority; things that are not easy to teach were promoted. Internal policies and procedure were written and enforced. Many staff embraced this change, but the majority did not. The majority felt threatened by this change. Fear, entitlement and complacency had to be overcome.

The management team stuck tenaciously to their goals and direction, in spite of times of intense opposition. Slowly over time, the organization began to turn and move in the new direction and over the course of several years made a complete turn. The organization as a whole now embraces this culture. Since the early 2000s, food and public pool inspection productivity has risen 152%; morale has improved; and new innovations, technology and advancements win awards each year. Customer service survey scores average 4.6 out of 5.0. Approximately 97% of staff now embraces the Divisions direction. The next generation of leaders possesses core skill sets and is prepared to lead the organization into the future. The organization is now viewed by many as a leader in the field of Environmental Health.