Case Synopsis: This case describes organizational changes over twenty years in the

municipality of Hillton (not its real name). As a community of 70,000 residents,

Hiltons rule of employment was that employees should learn the job skills, maintain

a reasonably good work record, and wait their turn for promotion. The organizations

culture could be described as one of entitlement and comfort. The community grew

rapidly as an outer suburb of a large Midwest metropolitan area, so there were few

cost or employment controls and senior people came mainly from outside

departments (e.g. road building). But as the city expanded and more professionals

moved into the area, increased pressure was placed on soft services and customer

service. In the mid-1990s, a new mayor and city council was elected. Over the next

two years, the city manager and several senior managers were replaced with qualified

candidates from large municipal corporations elsewhere. The new executives, known

as the professionals, dramatically changed municipal practices and values (e.g.

customer service, performance-based employment). They experienced resistance

from workers in outside departments, who no longer had co-workers in senior

positions. What Actually Happened: This case is adapted from actual events in a

suburban municipality along the west coast of North America. The community has

continued to grow (after the temporary slowdown) and has developed a very

professional approach to municipality management. It has become a center for trade

and home to a large upwardly mobile population with diverse cultural backgrounds.

Although some degree of entitlement value still exists among employees, it is mostly

overshadowed by the need for good customer service.

Case Questions:

1. Contrast Hilltons earlier corporate culture with the emerging set of cultural

values.

2. Considering the difficulty in changing organizational culture, why does Hilltons

management seem to be reasonably successful at this transformation?

3. Identify two other strategies that the city might consider to entrench the new set of

corporate values