A LARGE BANK by Edgar H. Schein

“Failure to recognize some of the deep realities of their own corporate culture . . . [can cause organizations] to waste tremendous amounts of their money and effort for very little gain.

. . . Scenario [was observed] in the back room of a large bank that installed computerized recordkeeping to reduce paper flow. Employees had data on their computer screens, but when a customer called with an inquiry, there was never enough of the case history on a single screen for the employee to rely on. So the employees kept extensive backup folders, which they pulled out . . . as needed. Whenever the IT-oriented manager came around, the folder disappeared and the employees pretended to be using only the computers. This was not a technology failure. It was failure to understand the subculture operating in the clerical group.”

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A LARGE BANK by Edgar H. Schein

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