Survey feedback is a powerful tool in organizational development (OD), allowing organizations to gather, analyze, and act on data to drive strategic change. Cambia Health Solutions, a nonprofit dedicated to transforming healthcare, leveraged survey feedback to initiate a comprehensive change effort that reshaped its culture and operations.
Background and Strategic Objectives
Cambia Health Solutions operates in the Pacific Northwest and intermountain regions of the United States, with a diverse portfolio including health insurance, healthcare IT, and wellness solutions. In 2009, facing the implications of healthcare reform and the Affordable Care Act, Cambia’s leadership recognized the need for cultural and strategic changes to stay ahead in a rapidly evolving industry.
The leadership, particularly the vice president of human resources and the director of organizational development, sought assistance from the Center for Effective Organizations at USC. They aimed to assess Cambia’s organizational culture and its readiness for future challenges.
Survey Feedback Process
The process began in early 2011 with a diagnostic survey administered to about 150 managers, including assistant directors and above, along with 16 senior leaders from various functions and tenures. The survey, consisting of 50 items rated on a scale from 1 to 5, covered 14 dimensions such as robust strategies, future-focused environmental scanning, responsive structures, performance rewards, information systems leverage, talent development, and resource flexibility. Additionally, the survey included questions about cultural values and leadership perceptions.
The survey results were statistically analyzed and categorized into three groups: Positive Issues, Areas of Concern, and Problems. The data were compared against benchmarks from other firms, revealing that while Cambia had a strong sense of shared purpose, it lagged in areas critical for future success.
Key Findings and Challenges
The survey highlighted several strengths, including a strong sense of shared purpose driven by "The Cause" – Cambia's mission to be a catalyst for change in healthcare. However, translating this purpose into daily behaviors and decision-making posed a challenge. Employees struggled to see how "The Cause" impacted their roles and responsibilities, leading to concerns about organizational identity and decision-making clarity.
Other challenges included:
Difficulty in "getting things done" due to bureaucratic decision-making processes.
Misalignment between the organization's direction and its support systems, particularly in IT and communication.
Limited change and innovation capabilities, essential for thriving in a dynamic healthcare environment.
Implementing Planned Change
Based on the survey feedback, Cambia's design team, including executives from HR and OD, developed an action plan to address the identified issues. Key initiatives included:
Realigning Leadership Structures: Adjusting senior leadership roles to better support the organization's strategic direction.
Revamping Performance Management: Establishing a new performance management system that linked individual objectives to organizational strategies, with quarterly performance conversations and a revised reward process.
Enhancing Communication and Decision-Making: Creating clearer processes for setting and communicating organizational objectives, reducing hierarchical decision-making bottlenecks.
Building Change and Innovation Capabilities: Developing programs to enhance the organization's ability to manage and drive change, fostering a culture of innovation.
Evaluating and Sustaining Change
After a year of implementing these changes, a midpoint review showed positive trends. Interviews with managers and executives indicated a cultural shift, with improved clarity in goals and decision-making processes. However, the feedback also suggested the need for ongoing efforts to embed these changes fully into the organization’s fabric.
Conclusion
The survey feedback and planned change initiatives at Cambia Health Solutions underscore the importance of a data-driven approach to organizational development. By systematically diagnosing issues and implementing targeted interventions, Cambia transformed its culture and enhanced its readiness for future challenges.
Organizational Development Services
At OrgEvo Consulting, we specialize in leveraging survey feedback and planned change to drive strategic transformations. Our expertise in diagnosing organizational issues and implementing effective interventions can help your organization navigate complex changes and achieve its goals. Contact us to learn how we can support your organizational development needs.
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