123• Insularity: Percentage of total headcount that is not directly customer-facing,

Percentage of time that managers devote to internal versus external matters,

Cultural and professional homogeneity of the senior leadership team. • Disempowerment: Percentage of employee time that is not self-directed, Average

size of units with direct P & L responsibility, Percentage of employees who feel

that they have little or no influence over key operational decisions (e.g., staffing,

pricing, compensation). • Conservatism: Extent of perceived disincentives to personal risk-taking, Percent-

age of spending devoted to projects that are incremental rather than innovative,

Percentage of time functional staff spend on ensuring compliance versus

supporting innovation and growth. • Mistrust: Percentage of employees who do not have access to detailed financial

performance for their unit and others, Degree to which compensation decisions