Organizations are complex in structure and have dynamic
networks of interactions and relationships.
Most organizations are self-organizing; having rules but providing
freedom within that structure. At my
current organization, we are set up in a very similar structure, where we have
a set of ‘rules’ and basic qualifications to perform your job, but you are
given flexibility in terms of how you perform that job, as long as it aligns
with the company’s philosophy. In these
types of structures, I believe providing an environment where there is freedom
to make your own choices within a set structure can be positive to the overall
attitude of the company. It also helps
to provide an environment where learning and growing are encouraged.
While the positives of this structure are clear, this can
lead to changes within the company as noted in the butterfly effect
concept. When employees at my company
are given leeway to make their own choices about specific situations that occur
for them, it can lead to a lot of Inconsistency company wide. For example, if a customer comes in to a
store requesting the use of a discount even though they do not have that
specific discount and the employee gives it to them, the next time the customer
could go in to another store somewhere else and assume they can use it again
even if they forgot. This can cause
uncomfortable situations for the next employee that may encounter this issue,
as they are faced with a situation of prior leniency that has turned into a
pattern. While it’s a small change,
whether for customer service or lack of knowledge, it can lead to big changes
in terms of monetary profits company wide, as well as company reputation
through customer word of mouth.
The butterfly effect can lead to both positive and negative
changes in a company or organization. It’s
important to be aware of the small actions that we take on a daily basis while
utilizing our freedom within structure.
Obolensky, N. (2010). Complex adaptive leadership embracing paradox and uncertainty. Farnham, Surrey: Gower.
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