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Cameron.ffirs 10/11/05 1:46 PM Page iii
Diagnosing and
Changing
Organizational
Culture
Based on the Competing
Values Framework
REVISED EDITION
The Jossey-Bass
Business & Management Series
Cameron.ffirs 10/11/05 1:46 PM Page i
Kim S. Cameron
Robert E. Quinn
Cameron.ffirs 10/11/05 1:46 PM Page iii
Diagnosing and
Changing
Organizational
Culture
Based on the Competing
Values Framework
REVISED EDITION
The Jossey-Bass
Business & Management Series
Cameron.ffirs 10/11/05 1:46 PM Page iv
Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved.
Published by Jossey-Bass
A Wiley Imprint
989 Market Street, San Francisco, CA 94103-1741 www.josseybass.com
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any
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Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best
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Cameron, Kim S.
Diagnosing and changing organizational culture : based on the competing values framework /
Kim S. Cameron, Robert E. Quinn.—Revised ed.
p. cm.—(The Jossey-Bass business & management series)
Includes bibliographical references and index.
ISBN-13 978-0-7879-8283-6 (alk. paper)
ISBN-10 0-7879-8283-0 (alk. paper)
1. Organizational change. 2. Corporate culture. I. Quinn, Robert E. II. Title. III. Series.
HD58.8.C32 2006
658.4'06—dc22
2005023398
Contents
Preface vii
Acknowledgments xi
The Authors xii
1. An Introduction to Changing Organizational Culture 1
The Need to Manage Organizational Culture 2
The Need for Culture Change 7
The Power of Culture Change 12
The Meaning of Organizational Culture 16
Caveats 19
v
Cameron.ftoc 10/11/05 1:47 PM Page vi
vi CONTENTS
Preface
This book was written to help you diagnose and initiate change in
organizational culture, whether you are a manager, teacher, consul-
tant, or change agent. We were motivated to write this book be-
cause of our own observation that organizations often fail in their
change and improvement efforts because of their inability to bring
about culture change. We were also motivated because of our con-
viction that the Competing Values Framework can be effectively
applied to several important aspects of organizational and personal
performance. We know of consulting firms in several countries that
have adopted the framework as a key part of their services. And we
know of business, government, and educational organizations that
have dramatically improved their performance as a result of apply-
ing the processes and approaches explained in the book, as well as
individual managers who have become more effective by personal-
izing the principles we discuss. Of course, we don’t claim to have
found a silver bullet or a panacea for all organizational and man-
agerial problems. Rather, we have written the book to share a set of
tools and procedures that our own empirical research and consult-
ing experiences have found to be useful in assisting with cultural
and personal change in organizations.
This book will be most useful to (1) consultants and change
agents charged with helping organizations and managers im-
plement change and with making sense of their own culture; (2)
teachers interested in helping students understand organizational
culture, the change process, and the power of theoretical frame-
works in guiding change efforts; and (3) managers who are interested
vii
Cameron.fpref 10/11/05 1:47 PM Page viii
viii PREFACE
PREFACE ix
x PREFACE
Acknowledgments
xi
Cameron.flast 10/11/05 1:46 PM Page xii
The Authors
xii
Cameron.flast 10/11/05 1:46 PM Page xiii
his wife, Delsa, have six children, Shauri, Ryan, Shawn, Kristin,
Travis, and Garrett.
In recent years, Quinn has completed a trilogy of books on per-
sonal and organizational transformation: the best seller Deep
Change: Discovering the Leader Within (1996), Change the World:
How Ordinary People Can Accomplish Extraordinary Results (2000),
and Building the Bridge as You Walk on It: A Guide to Change (2004),
all published by Jossey-Bass. At the Center for Positive Organiza-
tional Scholarship, he is currently working on questions concern-
ing extraordinary performance.
Cameron.c01 10/11/05 1:43 PM Page 1
1
AN INTRODUCTION TO CHANGING
ORGANIZATIONAL CULTURE
1
Cameron.c01 10/11/05 1:43 PM Page 2
The strike at an end he was safe, but every day that it was
prolonged meant so many hundreds of pounds out of his pocket. His
fate seemed to hang upon the final advice to the men which Aaron
was to give, and his profits would be large or small according to the
nature of that advice.
Another reason was that tenders had lately been called for on
works of exceptional magnitude, and he had entertained hopes of
obtaining the contract. Again he was worsted by this insidious
enemy. Within the last few hours he had heard that Aaron's tender
had been accepted. He ground his teeth with rage. He could have
undertaken the works in spite of the strike, for he had nearly
completed arrangements for the introduction of foreign workmen,
whom he was determined to employ if the English workers held out.
Eleven o'clock was the hour at which he was expected, and it was
understood that he would bring with him certain propositions from
the masters, which, with the workmen's views, were to be
discussed, and a decision arrived at. To-morrow morning's papers
would announce whether the strike was to be continued or was at
an end.
He had mastered them all, and was familiar with every detail, but
he wished to divert his attention for this night from his own private
affairs. His mind must be free; he would think of them to-morrow.
He had public duties to attend to. Before all, duty.
The words haunted him. He could think only of his beloved wife
and of Ruth. Very well. He had half an hour to spare before he left
his house for the Jewish meetings; he would devote the time to a
consideration of his private duty.
"Her life," the doctor had said, "hangs upon the life of her child."
"If our child lives," Aaron had asked, "there is hope that my wife
will live?"
What followed?
The death of his own babe, the calm and peaceful death, the
young soul taken to heaven, his beloved wife in an untroubled sleep
by the side of her dead babe. It was a visitation of God. Again, could
he be accused of having had a hand in it? Heaven forbid!
On the contrary, who could blame him for believing that it was a
divine direction of the course he was to take? And who was
wronged? Surely not the mother who had deserted her babe. Surely
not the babe, who had found a happy home. The wrong--and herein
was the sting---was to Rachel, whose life had been saved by the
deceit. So far, then, was he not justified?
But in these reflections he had taken into account only Rachel and
himself--only their two lives. How about Ruth herself?
It was a grief to her that Ruth would not follow in her footsteps,
and she and Aaron had frequently conversed upon the subject.
"It was so with many Jewish women," Aaron said. "It would be
wrong to force her; she will find out her error by and by."
There was another sorrow. Between their son Joseph and Ruth
did not exist that love which brother and sister should bear each
other. Joseph was ready with demonstrative affection, but Ruth did
not respond. Aaron had taken note of this, but he was powerless to
remedy it, and the lad, who was as solicitous as his father to spare
the dear mother pain, made no trouble of it.
All this was hidden from Rachel, to whom Ruth was tender and
kind. Who could be otherwise to so sweet a woman? But Rachel did
not know of what she was deprived until Rose Moss began to make
long visits to their home. "Rose is like a daughter to me," she said,
and only Aaron was aware of the depth of meaning these simple
words conveyed.
But now he had to consider the matter, not from his or Rachel's
point of view, but from Ruth's. She was a woman in her springtime,
and love had come to her, and she had held out her arms to it. And
the man she loved was a Christian.
It was not within his right to take into consideration that the man
she loved was a spendthrift and a scapegrace. The question had
often intruded itself, since she was grown to womanhood, whether
he would not be adding sin to sin by encouraging her to marry a
Jew. She had answered the question herself. What right had he to
gainsay her? He might, as a true and sincere friend, say to her: "This
man will not make you happy. He has vices and defects which will
bring misery upon your home. You must not marry him." But he had
no right to say to her: "You must not marry this man, because he is
a Christian." It would be a detestable argument for one in his
position, and in hers, to advance.
"You are always right," Mr. Moss once said to him. "How is it?"
"This man has been living the life of a hypocrite. He has accepted
money for false services. Not in words, but by his acts, he has lied.
He has violated the canons of his religion. He has deceived his
wife--for money, which he pretends to despise. He has robbed a
young girl of her birthright. And he dares to preach to us of duty!"
Who would believe if he told the true story of his hard trial--if he
described the bitter tribulation of his soul when his beloved wife was
lying at death's door? He had counseled many men in their days of
struggle and temptation to be brave and do their duty. How had he
performed his in his hour of temptation? No one would believe the
only story he could plead in extenuation of his sin. He would be
condemned by all.
And he was in the zenith of his fame. On this very day, when
exposure seemed to be approaching with swift and certain steps, he
had been honored as few men lived to be. If he felt pleasure in the
position he had won it was because it was a source of pride and
pleasure to Rachel. Was he, with his own hand, to destroy the ideal
he had created? Was this the plain duty that lay now before him?
CHAPTER XXXIII.
A CHEERFUL DOCTOR.
"I am convinced," he would say, "that those who are in the lower
middle class are the best off. They have fewer cares, they have more
time for domestic enjoyment, they can attend without hindrance to
their own affairs. There is no happiness in riches. Why do I continue
to wish to accumulate more money?"
"Because," Rachel would answer affectionately, "It enables you to
contribute to the happiness of others. But I should be as contented
if we were poor."
Rose during her present visit had noticed with concern that Mrs.
Cohen appeared weak, and that her movements, which were always
gentle, were more so than usual, and that her quiet ways seemed to
be the result of physical prostration. She spoke of it to Rachel, who
confessed that she had not felt strong lately, but cautioned Rose to
say nothing of it to Aaron.
"He is so easily alarmed about me," she said, "and he has great
anxieties upon him."
"I will wait a day or two," answered Rachel, and again enjoined
Rose not to alarm her husband.
"No, miss."
Ruth was from home more frequently than she considered proper,
and had often said to her: "You need not tell my mother that I have
gone out unless she asks you."
Prissy had not disobeyed her, and the consequence was that Ruth
was sometimes absent from the house for hours without her father
or mother being aware of it. Prissy's idea was that her young
mistress would bring trouble on the house, but she kept silence,
because she would otherwise have got into trouble herself with
Ruth, and would also have distressed her dear lady if she had made
mention of her suspicions, for which she could have offered no
reasonable explanation. Prissy's distress of mind was not lessened
because Ruth, when she enjoined secrecy upon her, gave her
money, as if to purchase her silence. She would have refused these
bribes, but Ruth forced them upon her, and she felt as if she were in
a conspiracy to destroy the peace of the family.
"I did not know she was asleep," said Rose, coming back to
Prissy.
"I'm sure you didn't, miss. She falls off, you know."
"Yes, I know," said Rose with affectionate solicitude. "What do
you want, Prissy?"
"The postman didn't bring it, miss," said Prissy, giving her the
letter. "A boy. Said immejiet."
"It's what I said first, miss. 'You've been and dropped it in the
gutter,' I said. But he only laughed and said it was give to him this
morning, and that he was to bring it to the servants' entrance and
ask for Prissy."
"I don't know, miss. He's been playing in the streets all day, I
expect. Anyway he said I was to give it you when nobody was
looking. It's Miss Ruth's writing, miss."
Rose made no remark upon this, but asked: "Did he say who gave
it to him?"
Prissy gone, Rose looked at the envelope, and saw written in one
corner, "Read this when you are alone." Troubled and perplexed, she
stood with the letter in her hand, but when the door was opened
again and the doctor was announced she put it hastily into her
pocket and went forward to meet him.
Dr. Roberts had attended Rachel for some years past, and took
the deepest interest in her.
"She falls asleep," he said, with his fingers on Rachel's pulse. "Ah,
you are awake," as Rachel sat upright. "Now let us see what is the
matter. You are not in pain? No. That's good."
"But you feel weak and drowsy at times. We will soon set that
right."
"Ah, Mr. Cohen, I have been to see your wife--in a friendly way."
"No--a little weak, that is all. Don't go up to see her; I have just
left her, and she will think there is something the matter, when
there's nothing that cannot be set right in a few days. She wants
tone, that is all, and rest, and perfect freedom from excitement.
That is essential. Such a day as this, flattering and pleasant as it
must have been, is not good for her. Keep her mind at rest, let her
hear nothing to disturb her, speak of none but cheerful subjects to
her, and she will be herself again in a week. Follow my advice, and
there is not the least cause for anxiety."
CHAPTER XXXIV.
RUTH'S SECRET.
Dr. Roberts' hearty and confident tone carried conviction with it.
Aaron's anxiety was dispelled; easier in his mind respecting Rachel's
health, he felt like a man reprieved. A few days were still left for
reflection, and he went forth to his public duties with a sense of
great relief.
"Yes," replied Rose, wondering what was coming, and dreading it.
"I am not asking you to break a confidence she may have reposed
in you."
"Not you, dear mother," said Rose, kissing her. "Now you must go
to sleep. This is quite against the doctor's orders."
"I went down to Portsmouth, but I only stayed two days. I told
your father I had to pay a visit to other friends, and he believed me.
And now I hear he is in London and, of course, will come to the
house. He is the only person you must tell; you must beg him not to
say a word about my going from Portsmouth; you must make him
promise; you don't know what depends upon it. Speak to him
quietly, and say he must not betray me; he will do anything for you.
"Ruth."
"Prissy," she said before she went down, "you haven't spoken to
anyone about the letter?"
"No, miss."
"Don't say anything about it, please. Mrs. Cohen is not well, and
the doctor is very particular that she shall not be bothered or
worried.
"I am so glad you are here, father," said Rose; "I have something
to tell you."
"I have something to tell you, Rose," said Mr. Moss. "Such an odd
impression! Of course I must be mistaken. But first I want to know
how Mrs. Cohen is. I thought she was not looking strong to-day."
Rose told him of the doctor's visit and the instructions he had
given, and then handed him Ruth's letter, which he read in pain and
surprise.
"I don't like the look of it, Rose," he said. "I hate mystery, and I
cannot decide immediately whether it ought to be kept from Mr.
Cohen."
"I don't think it is the question of a betrayal," said Mr. Moss. "She
tells you to speak to me, and you have done so. I take the blame on
myself, whatever happens. My dear, you are not old enough to
understand such matters, and you must leave this to me. Give me
the letter, my dear; it will be better in my keeping than in yours. Just
consider, Rose; would you have behaved so?"
Rose was dismayed; she had not looked upon it in that light.
But there was very little sleep for Rose this night, and very little,
also, for Mr. Moss or Aaron Cohen. The cloud that was gathering was
too ominous for repose.
CHAPTER XXXV.
THE HONORABLE PERCY STORNDALE MAKES AN APPEAL.
It was not the only cloud that threatened Aaron's fortunes and
happiness. Others were ready to burst, and in the gathering storm
he saw, not too clearly, perhaps, the peril in which he stood. His fair
reputation was in danger, the honorable edifice he had built for
himself was tottering, the wealth he had amassed was jeopardized
by circumstances over which he had no control. In the course of a
few days all these things were to happen, and although on the day
following that on which so great an honor had been paid to him he
did not realize that ruin stared him in the face, he was sufficiently
conscious that more than one sword was hanging over his head. But
mere worldly misfortune was a trifle in comparison with the stings of
his conscience and with a sting as bitter which he learned from the
lips of Dr. Roberts. The physician had not been quite ingenuous in
his report of Rachel's condition; his ripe experience scented a crisis
which might or might not occur. It did not depend upon him, but
upon the patient, and a few hours would decide the extent of the
danger. It was this that caused him to call early at the house to see
Rachel, and after he had been with her for a quarter of an hour he
had a private conversation with Aaron.
"I cannot accompany her to-day," said Aaron, "I have so many
important matters to attend to. We will go down to-morrow."
"Send her to-day," urged the physician, "and you can follow on
to-morrow, or later. It is good weather for traveling; in a few hours it
may change. To-day, by all means. We doctors are autocrats, you
know, and will not listen to argument. To-day."
"Do not be anxious about me, dear," said Rachel, "and do not
come down till Friday. Then you can stop till Monday morning, and
perhaps Joseph will be home by then, and he can come with you. He
will not be able to keep away from Rose, and he has but a short
time to remain in England. There is really nothing the matter with
me except a little weakness which I shall soon overcome. If Ruth is
happy in Portsmouth let her remain there if she wishes. We are
growing old, love, you and I, and we must not tie our children too
closely to our sides. They will fly away as the young birds do, and
make nests of their own. May their homes be as happy as ours has
been--may their lives be as happy as you have made mine."
In such-like tender converse the minutes flew by, and as the train
steamed out of the station Rachel's face, with a bright smile upon it,
was turned toward her husband.
Arriving at his house, he found Mr. Moss waiting to see him. Rose
had left a letter for her father acquainting him with their departure
for the seaside, and giving him their address in Bournemouth, which
she was enabled to do, because Aaron had made arrangements by
telegraph for their reception in a Jewish house there. After a few
words of explanation of the cause of Rachel and Rose leaving so
suddenly, Aaron informed his friend that he had telegraphed to Ruth
to come home at once.
"You must be the judge of that, Cohen. Did you notice whether
Rose was looking well?"
"She looked tired. Dr. Roberts said she had passed a bad night,
and that the change would do her good."
"A bad night! No wonder, poor child. I scarcely slept an hour with
what is on my mind. You will be surprised at what I have to tell you.
But first--Rose said nothing about Ruth?"
"Nothing whatever."
"You must not blame her; she acted by my directions, and her lips
are sealed."
His first thought was that Ruth had taken her fate into her own
hands.
He had done his duty jealously by her in the past whatever might
be his duty in the present. If, as was his fervent hope, no dishonor
to her was involved in her flight--for it was no less than flight and
desertion of the home in which she had been reared--if there had
been a secret marriage, new contingencies of the future loomed
dimly before him, contingencies in which the stern task it was his
duty to perform was not so terrible in its import.
If, he argued mentally, she and the son of Lord Storndale were
married they had little to hope for from the Storndale family.
"Wait outside," Aaron said to the servant, who left the room.
The telegram was to the effect that Ruth was not in Portsmouth,
and that Mrs. Moss, in her absence, had taken the liberty of reading
the message, under the idea that it might contain something which
required an immediate answer. "Is Ruth coming to us again?" Mrs.
Moss asked.
In a few moments the young man was ushered in, and Aaron
motioned him to a seat.
Just now he was manifestly ill at ease, for he had never before
been engaged upon a mission so awkward and embarrassing.
Each waited for the other to speak, and Aaron was not the first to
break the silence.
"I have taken the liberty of visiting you upon a rather delicate
matter," said the young gentleman, "and it is more difficult than I
anticipated."
He gave a weak laugh here, with a half idea that he had said
something rather clever, but still he met with no encouragement
from Aaron.
"It is so difficult, you see," he added. "I do not suppose you know
me."
"I thought it possible that your daughter, Miss Cohen, you know,
might have mentioned me to you."
"Oh, yes, but I insisted. I don't exactly know why, but I did, and
she gave in. I dare say I was a blockhead, but I hope you will find
excuses for me."
"At present I can find none. We shall understand each other if you
come to the point."
"I will try to do so, but it is not easy, I assure you, Mr. Cohen,
after the way I have behaved. Upon second thoughts I do not see,
upon my honor, I do not see how you can be expected to find
excuses for me. But it does happen sometimes that a fellow meets
another fellow who helps a lame dog over the stile. I am the lame
dog, you know."
"It may assist you," said Aaron, "If I ask you one question, and if
you frankly answer it. Are you a married man?"
"Long married?"
"I thank you again, sir. But it wasn't my idea; it was my wife's.
'Take the marriage certificate with you,' she said. She has wonderful
ideas."
The young man instantly produced it, and Aaron, with a deep-
drawn breath of relief, saw recorded there the marriage of Miss Ruth
Cohen and the Honorable Percy Storndale.
"I don't know how to apologize to you, sir," said the young man,
as relieved by Aaron's calm attitude as Aaron was himself at this
proof of an honorable union. "I can't conceive anything meaner, but
what could I do? Ruth--Miss Cohen, you know--being a Jewess,
could not well have been married in a church, and I, being a
Christian, could not well have been married in a synagogue. It was a
very delicate point; I am not acquainted with the law on the subject,
but no fellow can deny that it was a delicate point. Then there was
another difficulty. Bridesmaids, bridesmaids' presents, and general
expenses, to say nothing of the publicity, when the parties principally
concerned wanted to get it over quietly and quickly. Ruth said you
would never consent; I said my family would never consent; so what
else was there for it? Pray forgive me if I am expressing myself
clumsily."
"Dead against it; from the first dead against it. Bullied and
threatened me. 'What!' they cried. 'Marry a Jewess!' 'As good as any
Christian,' I retorted. But did you ever know a Storndale listen to
reason, Mr. Cohen?"
"Had me there," chuckled the young man. "Gad, sir, you had me
there. Well, sir, that is how it stands, and if you show me the door
I'll not say I don't deserve it."
"I will not show you the door, but it is not correct to say that is
how it stands, as if there were nothing more to explain. Mr.
Storndale, if the lady you have married were a Christian would your
family have objected?" The young man laughed in a weak, awkward
way. "Answer me frankly this and other questions it is my duty to
put."
"My family would not have objected," said the Honorable Percy
Storndale, "if there had been settlements. You see, sir, we are not
exactly rolling in money, and I am a younger son. No expectations,
sir. A poor gentleman."
"No denying it, sir; and it has only come home to me the last day
or two. Marriage in such circumstances pulls a fellow up, you see;
makes him reflect, you know. My wife's an angel, and that makes it
cut deeper. A married fellow thinks of things. As a bachelor I never
thought of to-morrow. I give you my word on it. To-morrow! Hang
to-morrow! That was the way of it. I've only just woke up to the fact
that there is a to-morrow."
"On both sides, sir. Without vanity--and I don't deny I've got my
share of that--I may speak for her as well as for myself."
"From the first a love match, Mr. Storndale? Did it never occur to
you that I was a rich man?"
"You drive me hard, sir, but I'm not going to play fast and loose
with you. 'Be prepared, Percy,' Ruth says to me. 'My father is a wise,
as well as a just and kind, man, and I don't know whether he will
ever forgive me; but you will make a sad mistake if you don't speak
the honest truth to him.' The truth it shall be, as I am a gentleman.
I did think of Ruth's father being a rich man, and seeing us through
it. But after a little while I got so over head and heels in love that I
thought only of her. I give you my word, sir, I never had the feelings
for any woman that I have for Ruth, and that, I think, is why I'm
rather scared when I think of to-morrow. If I hadn't been afraid of
losing her I might have come straight to you, but I didn't care to run
the risk. What would you do, sir, for a woman you loved?"
"Everything, anything."
"Well, sir, then you know how I feel. I don't set myself up as a
good man; I've done many foolish things, and I dare say shall do
more foolish things, but not half nor quarter as many with a clever
woman by my side to keep me straight. What some of us want, sir,
is ballast; I never had it till now, and even now perhaps it's of no
use to me. Until a week ago I had to think for one; now I have to
think for two. But thinking won't help me through, I'm afraid."
"I had no settled intention when to come, sir, but I have been
forced to it sooner than I expected."
"If I settle the claims against you "--the young man looked up
with a flush in his face--"you will get into debt again."
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