culture and organizational improvisation in uk financial services文化在英国金融服务和组织即兴创作.pdfVIP

J. Service Science Management, 2009, 2: 237-254 237 doi:10.4236/jssm.2009.24029 Published Online December 2009 (www.SciRP.org/journal/jssm) Culture and Organizational Improvisation in UK Financial Services Stephen A. Leybourne Boston University, Boston, USA. Email: sleyb@ Received August 21, 2009; revised October 6, 2009; accepted November 10, 2009. ABSTRACT This paper considers certain aspects of a four-year program of research, and addresses the changing cultural require- ments to support the rise of improvisational working practices within the UK financial services sector. Specifically, it reports on some of the outcomes of a study encompassing over 100 hours of interviews, together with a variety of other primary and secondary data. The outcomes of the full study are documented elsewhere, and they identify a number of key factors that contribute to the successful use and control of improvisational working practices. One of these factors is a supportive organizational culture, and this specific area is dealt with in this paper. A particular focus is how the sample of organizations has attempted to identify and create supportive cultural conditions for improvisational work to take place. In order to bring clarity to the outcomes of this study, a matrix of the case study organizations is also of- fered, which segregates those organizations according to their cultural support for improvisation and apparent im- provisation effectiveness. Some comment on the current diffic ulties in the Financial Services sector has also been in- cluded, as it could be argued that improvisation may have contributed to shortcomings in control processes by members of that sector. Keywords : Improvisation, Culture, Financial Services 1. Introduction hensive, it is time to fo