The Concept of Broken Window Theory
Have you ever heard of the Broken Window theory? Originating in the field of criminology, it proposes an intriguing connection between physical disorder in the environment and human behavior.
Developed by George Kelling and James Wilson in the 1980s, its central idea is that small signs of disorder and neglect in an environment can lead to an increase in crime and general degradation.
The metaphor that illustrates this theory is as follows:
Imagine a building with several windows. If a window is broken and remains that way without anyone bothering to fix it , the tendency is for the deterioration of this building to accelerate, since it “creates the freedom” that other windows can also be broken.
In this article, I want to explore with you how this theory applies to the corporate world, but first, let’s look at an interesting case study to better understand the theory in practice.
New York’s Big Move
In the 1980s and 1990s, New York City was facing high rates of crime and violence. It seemed like an insoluble problem, as disorder had taken over and all attempts to remedy the situation had failed.
That’s when Rudolph Giuliani, then mayor, adopted the Broken Windows Theory approach in the war against New York’s decay.
He implemented a “zero tolerance” policy and focused on dealing with minor crimes such as graffiti, panhandling, and dirty subway cars. By combating these minor disturbances, the city was able to drastically reduce crime and improve the feeling of safety on the streets. The case is now known worldwide, and Giuliani is considered by many to be the best mayor the city has ever had.
Business Application
Now, let’s relate this theory to the business context. In the corporate world, this theory implies that small, unresolved problems tend to multiply, affecting organizational performance and culture. Therefore, it is important to stop them before they grow and cause greater damage.
Just like in cities, our companies and teams also have “broken windows” . These can range from a burnt out light bulb that no one has changed in two weeks to constant small delays, a dirty or disorganized environment, poor presentation of people, poor communication, unanswered emails, inefficient processes that are repeated constantly without anyone questioning them, etc.
And why does this matter?
These small issues matter because they open the door to a series of bigger obstacles that harm your company. Tolerance for small disruptions can contaminate your company culture .
Likewise, when you create a culture of quickly fixing any “broken window,” this conveys a philosophy of excellence to everyone and has a direct impact on the environment, attitudes, and performance of your employees.
4 Actions that you as a Manager can take:
1) Map the Broken Windows:
Take a moment to critically analyze your company. Identify any small issues that persist. This may involve employee feedback, direct observation, and process analysis. A consultant can be a valuable ally at this point.
2) Be quick, resolve them immediately:
Act promptly, don’t procrastinate. Once you identify one or more broken windows, act immediately. Once the necessary corrections have been made, be proactive and always pay attention to details.
3) Culture of Excellence and Leadership:
Value the pursuit of excellence and high performance. Encourage your team to identify and resolve small problems autonomously and proactively. Delegate responsibilities so that everyone can be an extension of your eyes in the company.
4) Exemplary Leadership:
Above all, be an example to be followed. Leaders should be the first to fix broken windows. Demonstrate a commitment to continuous improvement and inspire your team to do the same.
Conclusion: Building a Culture of Excellence
The Broken Window Theory teaches us that small, unresolved problems can have a significant impact on our everyday lives.
When we apply this concept to the corporate environment, we realize that attention to detail and proactive problem-solving (even small ones) are essential to a company’s success.
Given all of the above, I invite you, the manager, to reflect: Where are the “broken windows”? What can be improved? How can we apply the principles of the Broken Window Theory to create a more efficient and productive environment?
Remember: Small actions make a big difference. Don’t allow even one “broken window” and build a business environment where the culture of excellence prevails.
And if you want help with this process, get in touch so we can evaluate together ways to leverage your company’s results.