Jackson and Sparks (2002)

Management > Crisis Management > Lectures > Independent Research > Jackson and Sparks > OS > M&S > Causes of failure - external > Causes of failure - internal > Internal - too rigid

Internal - Too rigid

The policy of internal hiring created a “rigid, monolithic” culture, meaning that when change was needed, the M&S way was too ingrained into managers for them to be able to carry out the changes required.

Managers did not want to change from existing M&S strategies, rationalising their actions by blaming external factors for their rigidity. People like to stick to what they know and have been brought up with.
“The company’s ideals and processes had frozen the company in a bygone era”

The study revealed a “if it ain’t broke, don’t fix it” attitude at M&S. Instead of continuously improving, it continued to do what it knew best.
In addition, when under pressure the firm made modifications, such as reducing marginal costs, because that what had always been done, not because that was the right thing to do at the time.

The final reason for the failure of M&S was conflict between Keith Oates and Greenbury. The resulting in-fighting in the board diverted attention from the crisis at hand. A crisis needs united management and the M&S board was fragmented.

Conclusion