What strategies can be used to change the mental models of an organization?
Wind: Mental models are embedded into the architecture of organizations. You need to recognize the impact of these structures. The missile silos and nuclear stockpiles of the arms race have persisted long after the end of the Cold War. It is not enough to change your thinking; you have to dismantle these old structures. In our organizations, the architecture embodies the assumptions of our mental models. For example, many companies that were focused on transactions initially ignored the importance of customer relationships. When they began recognizing the value of long-term relationships, this led to the development of Customer Relationship Management (CRM) software, systems and structures to follow through on this shift in thinking. But now companies have seen the high failure rates of CRM applications and this is leading to another shift in thinking—to Customer Managed Relationships (CMR). Instead of the company managing relationships with customers, it gives customers the tools to m
