Why do you need the 13 codes?


First of all, we need to ask: What is a Code?
A Code is a rule for converting a piece of information from one form to another. A code is also a defined structure or framework for achieving a purpose.
The reason why organizations use codes is because they want to influence common practice so as to establish a positive organization culture that aligns with corporate identity.
An organization without codes will become a place where “anything goes”. This will in turn become its identity in no time.
Common practice refers to behavioral pattern common to members of an organization.

The importance of common practice can be seen in situations in which an employee who was taught the ideals of customer interaction and customer service becoming a poor, impolite staff after few months of working.
What happens, in most cases, is that, when a new employee starts working (after the New Employee Orientation programme) he sees a particular behaviour from staff on ground. For example, he was taught never to be impolite with customers but he sees other “more experienced” staff doing so and getting away with it. In little time he will dump all the ideals he was taught and start acting in the same poor way as the “more experienced” staff. This is the influence that common practice can have on staff and, eventually, on organizational culture.

Below is a diagram of the wrong way of developing Organizational culture:


One of the ways, common practice can be influenced is by coding.
For example, when Management observes that some members of staff are fond of leaving work before official closing hours or are always coming to the office or to meetings late, and this is fast becoming a trend, they come up with a Code of Conduct.
Another example is when Management observes that some staff put on all manner of clothes, jeans, polo T-shirts when coming to work even on Mondays; they develop a Dress Code.

Below is the right way of influencing organizational culture:



In the same vein we have building codes. This can be seen in situations where one can perfectly predict the organization that owns an uncompleted building structure just by looking at the design.
Today, there is a common trend in professional offices where poor, uncustomer-centric expressions are being used while interacting with customers. The 13 Codes of Customer-centric expressions is the answer. It defines how you should construct your sentences and expressions while interacting with customers.
It is an all-inclusive list of all you need to totally eliminate un-customer-centric expressions in a professional environment.
When these codes are implemented, they influence common practice which in turn will become the organizational culture. Management must step in before it turns into a clog in the wheel of organizational progress.
Project Alpha is the innovation tool box that will take care of both errors of conduct and communication as regards Customer interaction.