Chapter 11Culture Change: Changing Habits, Systems, and People

Culture does not change because we desireto change it. Culture changes when the organizationis transformed; the culture reflects the realities ofpeople working together every day.

—FRANCES HESSELBEIN

WHEN COURT CARRUTHERS first joined Acklands-Grainger in 2002 as the vice president of national accounts and sales, it didn’t take long for him to realize that the then nearly 115-year-old company was punching below its weight.

In fact, to Carruthers, Acklands-Grainger was a sleeping giant.

“When I got here in 2002, what was very obvious was that people were committed to service for the customer—there was a great passion, and it was well-embedded”, Carruthers told me as I sat down for ...

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