Consider this: Accountability and Entitlement

Given this statement on ethics... "Character — the willingness to accept responsibility for one’s own life — is the source from which self-respect springs," (Joan Didion, writer)...is it possible to conclude that, if an individual works in an environment or culture that robs them of accountability or responsibility for their life, does that also rob them of self-respect or perhaps the ability to develop self-esteem or self-respect?

Or, as a friend responded to the same question, is it the result of an environment that does not demand accountability or responsibility for ACTIONS, thus robbing them of self-respect and inhibiting the growth of self-esteem or self-respect.

Any way one looks at it, one must wonder if such permissiveness in our society has permeated business. Managers are afraid (?) to discipline. Are we really afraid to hold one another accountable for what is expected of them in their jobs? Is our culture communicating the idea that the road to prosperity is padded with shock-absorbers so, if you fall, you won't get hurt? That is NOT the way to build a business and if one does adopt this approach, it's not sustainable. It will fall apart at the first rough stretch of road. At the first sign of difficulty, the whiners emerge from the woodwork and begin the finger pointing. "It's not me; it must be YOU!

Any way one looks at it, one must wonder if permissiveness has permeated our business. Managers are afraid (?) to discipline. Are we really afraid to hold one another accountable for what is expected of us? Is our culture communicating the idea that the road to prosperity is padded with shock-absorbers so, if you fall, you won't get hurt? That is NOT the way to build a business and if one does adopt this approach, it's not sustainable. It will fall apart at the first rough stretch of road. At the first sign of difficulty, the whiners emerge from the woodwork and begin the finger pointing. "It's not me; it must be YOU!

Take a look at a recent New York Times article, "Student Expectations Seen as Causing Grade Disputes"

One HAS to wonder if this attitude is developed in the young, as a result of permissiveness, and is now impacting the very businesses that have provided the foundation of America's strength.

What does all this have to do with Service Management? Everything!

As a manager, tasked with the responsibility of making a change in the processes that make your operation work, you must be aware of this phenomenon. You have to identify all the possible elements - all the variables - that may undermine your efforts and deal with them through communications and training in which you clearly state your objectives, and, more importantly, why you are taking the organization down this new path. Ignoring the fact that we have such attitudes of entitlement will not make them go away.

If you think your organization is immune to such attitudes I encourage you to think again. Re-read the New York Times article I referenced above. Take some time to do a cultural analysis of your organization. If you find accountability is not highly regarded, is not encouraged and reinforced, you may find a lack of self-respect among some of your employees which will make the task of driving improvement ever more difficult. But at least you are aware of the the issue and can plan for such a liability as part of your implementation efforts.