What is an establishment?
An organization that wants to be sustainable. This means
that its continuation does not depend on its leaders in the sense that when
they leave there are always people available to step into their shoes. This
involves a high degree of bureaucracy. The sustainability of the organization
takes precedence over the needs of staff and customers. Check the HMRC helpline
if you don't know what I mean.
What is institutional development?
The big headache in institutional development is
organizational culture change. It will tend to be very stable and difficult to
change. I worked for an institution that had a complete change of management at
the same time. Six managers left (actually fired) and were replaced by four new
managers with new job descriptions. It made no difference to the institution,
and the new managers soon behaved the same way as the old ones.
What is the purpose of institutional development?
What you want to accomplish determines what you should do. A
business may need to respond to its markets and may go astray if the market
changes and the institution cannot change with it. HMV is an example of a
company that has struggled to adapt to downloadable music and video. HMRC, on
the other hand, does not need to change its way of doing things because we will
always need taxes.
What activities involve "doing" institutional development?
Banging your head against a brick wall! You won't see rapid
change. Effective change can take time, and if the change is taken out of the
hands of a person who is not around to see it happen, the policy may change
before the previous policy will be implemented. There is a likelihood of
resentment toward any proposed changes. Superficial changes can occur because
they do not affect the culture of the institution.
What management skills does institutional development require?
Being a good listener - focusing on staff, especially junior
staff. Many junior employees are likely to have been there a long time and they
understand how things work. Many will be there longer and understand better
than the managers.
Listening to customers or customers - complaints and supplements
can be helpful, and where appropriate good complaints procedures can help. It
is also possible to obtain valuable insight into typical customers or clients
through in-depth interviews.
Patience - it will be slow work!
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