EXCELLENCE, once a guiding principle in various spheres of life, be it personal development, organisational performance or societal standards seems increasingly elusive in today’s complex landscape.
Factors such as artificial intelligence (AI) and automation, the influence of social media, shifting political climates and deteriorating service levels can all be seen as catalysts that have diluted the pursuit of excellence.
This instalment explores how some of these factors interplay, particularly in a context such as Zimbabwe.
This is a two-part series. Part 1 discusses the landscape of excellence, the impact of AI and automation on excellence, the role of influencers and social media in shaping excellence and the impact of political national culture on organisational culture and performance.
Part 2 will focus on service levels decline in Zimbabwe and its implications on the pursuit of excellence, the 10 000 hour rule: A framework for excellence and strategic steps to recapture excellence in Zimbabwe.
The landscape of excellence
Excellence is often characterised by high standards, exceptional performance, and a commitment to continuous improvement. However, various catalysts have contributed to its decline:
AI and automation on excellence: The rise of AI and automation has revolutionised industries and transformed problem-solving paradigms, enhancing efficiency, reducing costs, and streamlining operations.
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While AI seeks to enhance efficiency and provide insights, it can also lead to complacency.
Employees relying too heavily on automated systems might be demotivated to develop their skills and expertise. The quest for excellence often hinges on human creativity, emotional intelligence, and nuanced problem-solving — qualities that are diminished when over-reliance on technology becomes the norm.
AI and automation’s rapid integration into workplaces has implications for the pursuit of excellence, warranting a nuanced examination of both benefits and challenges.
Benefits of AI and automation
Increased efficiency: AI and automation can handle repetitive tasks with remarkable speed and accuracy. This allows employees to focus on more complex, higher-value work that requires creativity, critical thinking, and emotional intelligence. For instance, chatbots can manage customer inquiries, freeing human agents to tackle intricate issues or build relationships with clients.
Data-driven insights: AI systems have the capacity and capability to analyse vast amounts of data to identify trends, optimise processes, and provide actionable insights. This data-driven approach allows organisations to make informed decisions, enhancing overall performance. For example, predictive analytics help businesses anticipate customer needs and tailor their offerings accordingly.
Customisation and personalisation: AI enables organisations to deliver personalised experiences at scale. By analysing customer behaviour and preferences, businesses can customise products and services, thereby enhancing customer satisfaction and loyalty. This level of personalisation drives excellence in customer service and engagement.
Challenges posed by AI
Complacency and skill atrophy: One of the primary concerns with AI and automation is the risk of employee complacency. As organisations increasingly rely on automated systems, there could be a decline in employees’ problem-solving abilities and technical skills. This could lead to a workforce that is less capable of tackling complex challenges, ultimately undermining the pursuit of excellence.
Job displacement: The automation of tasks invariably leads to job displacement, particularly in roles that involve routine work. While new job opportunities do emerge, the transition creates uncertainty and resistance among employees. Organisations need to navigate these changes thoughtfully to maintain morale and commitment to excellence.
Over-reliance on technology: An over-dependence on AI can hinder creative thinking and innovation. When organisations lean too heavily on technology, they risk losing the human touch that is often essential for exceptional customer service and relationship-building. The balance between leveraging technology and nurturing human skills is crucial in sustaining excellence.
Ethical considerations: The implementation of AI raises ethical concerns, such as data privacy, bias in algorithms, and accountability for decisions made by AI systems. Organisations must be vigilant in addressing these issues to maintain trust and integrity, which are fundamental to excellence.
The role of influencers and social media in shaping excellence: The role of influencers has redefined meritocracy. In a world dominated by social media, the perception of success is often dictated by visibility rather than substance. This shift fosters a culture where superficiality trumps depth, undermining the traditional pathways to excellence that prioritise hard work, skill acquisition, and expertise.
Influencers and social media have profoundly transformed how individuals and organisations perceive and pursue excellence.
These platforms have democratised information dissemination, altered communication dynamics, and reshaped cultural norms, creating both opportunities and challenges in the quest for high standards and exceptional performance.
The influence of social media
Accessibility of information: Social media platforms provide a wealth of information, enabling users to access diverse perspectives and expertise. This democratisation of knowledge can inspire individuals to pursue excellence by exposing them to new ideas, successful role models, and best practices across various fields. However, the sheer volume of content can also lead to information overload, making it challenging for individuals to discern credible sources from unreliable ones.
Peer validation and social comparison: Social media fosters a culture of peer validation, where likes, shares, and comments serve as measures of success. This can motivate individuals to strive for excellence but often create unhealthy competition and comparison. Constantly measuring oneself against curated representations of success can lead to feelings of inadequacy and undermine intrinsic motivation, as individuals may prioritise external validation over personal growth and mastery.
Brand building and reputation management: For organisations, social media is a powerful tool for brand building and reputation management. Companies can showcase their commitment to excellence through transparent communication, customer engagement, and showcasing employee achievements. However, negative feedback can spread rapidly in the digital age, making it essential for organisations to maintain high standards consistently. A single misstep can tarnish a brand's reputation and erode public trust.
The role of influencers
Shaping perceptions of success: Influencers play a critical role in shaping societal perceptions of success and excellence. By promoting specific lifestyles, products, or ideologies, influencers can create aspirational narratives that resonate with their followers. While this is intended to motivate individuals to strive for excellence, it can also perpetuate unrealistic expectations and superficial standards, as influencers often curate polished versions of their lives.
Fostering communities: Influencers can cultivate communities centred on shared interests, values or goals. These communities can provide support and encouragement, fostering a culture of excellence. For example, fitness influencers can inspire followers to adopt healthier lifestyles, while professional influencers can share insights and strategies for career advancement. However, the authenticity of these communities does vary, and individuals need to critically evaluate the motivations behind influencer endorsements.
Commercialisation of excellence: The rise of influencer marketing has commercialised the concept of excellence, where products and services are often marketed as shortcuts to success. This undoubtedly dilutes genuine efforts towards excellence, as individuals are tempted to seek instant gratification rather than commit to the hard work required for mastery.
The impact of political national culture on organisational culture and performance: In many regions, including Zimbabwe, political instability and cultural shifts are directly correlated to organisational performance. Political national culture significantly influences organisational culture, shaping values, behaviours, and attitudes within organisations. This relationship can create profound implications for organisational performance, particularly in environments marked by instability, corruption, or strong governmental influence. Understanding this dynamic is crucial for leaders aiming to foster effective, high-performing organisations.
Defining political national culture
Political national culture encompasses the beliefs, values, and norms that arise from a nation’s political system and historical experiences. It includes aspects such as governance style (democratic or authoritarian), levels of corruption, regulatory frameworks, and the degree of political stability.
These factors collectively shape the societal expectations around leadership, ethical behavior, and institutional trust, which directly influence how organisations operate.
Influence on organisational culture
Values and norms: Political national culture sets the stage for what is considered acceptable behaviour within organisations. In countries with a high degree of corruption, for instance, organisations adopt a culture where unethical practices such as bribery and nepotism are normalised. Conversely, in democratic societies with strong legal frameworks and rule of law, organisational cultures emphasise transparency, accountability, and ethical conduct, fostering a more positive work environment.
Leadership styles: The prevailing political culture influences preferred leadership styles within organisations. In authoritarian contexts, centralised decision-making is the norm, discouraging employee input and innovation. This often leads to a culture of compliance rather than engagement, stifling creativity and initiative. In contrast, democratic political cultures encourage participative leadership, promoting collaboration and empowerment among employees, which can drive performance and innovation. This political narrative often trickles down to organisations, whether public or private.
Communication patterns: Political culture impacts how communication flows within organisations. In hierarchical societies, communication tends to be top-down, limiting feedback and open dialogue. l This can hinder the organisation’s ability to adapt and respond to changes in the market or internal dynamics. Conversely, cultures that value open communication tend to promote feedback mechanisms, fostering a culture of continuous improvement and responsiveness.
Performance implications
l Employee engagement and morale: The alignment between national and organisational culture can significantly affect employee engagement. In environments where political culture promotes fairness and justice, employees are more likely to feel valued and motivated. High morale often translates to increased productivity and lower turnover rates. Conversely, in cultures characterised by mistrust and political instability, employees feel disillusioned, leading to disengagement and reduced organisational effectiveness;
l Innovation and adaptability: Organisations operating in politically stable environments with a supportive national culture are often more innovative. They tend to encourage risk-taking and experimentation, essential components for driving growth and adaptation. In contrast, organisations in politically unstable contexts tend to focus on survival rather than innovation, limiting their ability to respond to market demands and evolving customer needs. Eventually, this adversely impacts their competitive advantage whilst curtailing their pursuit for excellence; and
l Reputation and stakeholder trust: Political national culture can also impact how stakeholders perceive an organisation. Companies in politically corrupt environments often struggle to build trust with customers, investors, and partners. A poor reputation can limit access to resources and opportunities, ultimately affecting performance. In contrast, organisations that align with democratic values and exhibit ethical behaviour are more likely to gain stakeholder trust, enhancing their competitive advantage.
Conclusion
AI and automation present both opportunities and challenges for organisations aspiring to achieve excellence. By embracing the benefits of technology while remaining mindful of its pitfalls, organisations can harness AI to enhance their performance and foster a culture of continuous improvement.
To safeguard excellence, it is essential to invest in employee development, encourage creativity, and maintain ethical standards in the use of technology.
Balancing human skill with technological advancement will be key to navigating this evolving landscape successfully.
Influencers and social media have reshaped the landscape of excellence, offering both opportunities for inspiration and challenges in authenticity and validation.
To navigate this environment, individuals and organisations must cultivate critical thinking skills, prioritise intrinsic motivation, and focus on genuine personal and professional growth.
By doing so, they can harness the positive aspects of social media and influencers, while mitigating the potential pitfalls that may detract from the pursuit of true excellence.
The interplay between political national culture and organisational culture is profound, with significant implications for organisational performance.
Leaders must recognise and navigate these dynamics to foster an environment conducive to excellence. By promoting ethical behaviour, encouraging open communication, and aligning organisational practices with broader cultural values, organisations can enhance employee engagement, drive innovation, and build a strong reputation, ultimately leading to improved performance in a complex and often challenging landscape.
Understanding these cultural nuances is essential for organisations aiming to thrive in diverse political contexts.
- Ndoro-Mkombachoto is a former academic and banker. She has consulted widely in strategy, entrepreneurship and private sector development for organisations that include Seed Co Africa, Hwange Colliery, RBZ/CGC, Standard Bank of South Africa, Home Loans, IFC/World Bank, UNDP, USAid, Danida, Cida, Kellogg Foundation, among others, as a writer, property investor, developer and manager. — @HeartfeltwithGloria/ +263 772 236 341
