Title: The relationship of organisational culture and effectiveness of internal process change in civil service

Authors: Norliza Eileen Ibrahim; Chorng Yuan Fung; Yen Ping Ki; Sueh Ing Su

Addresses: Chief Minister's Department, State Human Resource Unit, Kuching, Malaysia ' Faculty of Business, Design and Arts, Swinburne University of Technology Sarawak, Kuching, Malaysia ' Faculty of Business, Design and Arts, Swinburne University of Technology Sarawak, Kuching, Malaysia ' School of Foundation Studies, Swinburne University of Technology Sarawak, Kuching, Malaysia

Abstract: Organisational culture is pivotal for an effective internal process change. However, findings from past studies were not clear on the relationship between these two variables, particularly in civil service. This study examined the relationship of organisational culture and the effectiveness of internal process change in a civil service department. A quantitative survey was carried out on 194 civil servants in that department. The questionnaire consisted of the internal process subdomain of the balanced scorecard organisational effectiveness survey, the organisational culture (adaptability trait) survey instrument and the respondents' demographic information. The one and two-tail tests were conducted using smart partial least squares (PLS) software. The results show a positive relationship between the creating change and organisational learning indices of the adaptability trait in the organisational culture and the effectiveness of internal process change. The results show that a culture of organisational learning and adaptability could facilitate internal process change.

Keywords: organisational culture; organisational change; quality of service; internal process change; civil service.

DOI: 10.1504/IJQI.2021.10040773

International Journal of Quality and Innovation, 2022 Vol.6 No.2, pp.115 - 133

Received: 04 Mar 2021
Accepted: 27 May 2021

Published online: 08 Apr 2022 *

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