Shaping culture: Mental models and mechanisms (SEG103)

Here is a detailed summary of the video transcription in markdown format, broken into sections:

Culture and Mental Models

  • Culture is not easily defined, even by sociologists.
  • Culture is shaped by our mental models - the pictures and beliefs we have about the world.
  • Our mental models lead to certain behaviors, which then create artifacts (tangible or intangible).
  • This process of mental models -> behaviors -> artifacts is true for both global and organizational culture.

The Antikythera Mechanism

  • The Antikythera mechanism is an ancient Greek analog computer that could predict celestial events.
  • Its discovery led archaeologists to ask three key questions:
    1. What is it?
    2. How did it get here?
    3. Why was it made?
  • These questions parallel the components of culture (mental models, behaviors, artifacts).

Amazon's Mental Models

  • Amazon's mission is to be "Earth's most customer-centric company".
  • Amazon has 16 leadership principles that guide decision-making, e.g. "Ownership" and "Customer Obsession".
  • These principles drive intended behaviors in surprising ways, like engineers going to extreme lengths to deliver a package.

The Importance of Articulating Mental Models

  • When mental models are not explicitly defined and reinforced, the artifacts (processes, tools, etc.) can persist while the original intent is lost.
  • This leads to cultural drift, where people use their own mental models to interpret and react to the artifacts.

Mechanisms to Reinforce Mental Models

  • At Amazon, "mechanisms" are defined as complete, closed-loop processes that reliably convert inputs into desired outputs.
  • The "working backwards" process, where teams write a press release before building a new product, is an example of such a mechanism.
  • Mechanisms help convert mental models into action by:
    • Defining clear inputs and outputs
    • Providing tools to enable the desired behaviors
    • Inspecting and iterating the process over time

Conclusion

  • Mental models are key to shaping organizational culture.
  • Explicitly defining and reinforcing mental models through mechanisms is crucial to maintaining cultural alignment as a company grows.
  • Every organization should examine its own artifacts and the mental models they reflect, and design mechanisms to support the desired culture.

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