Leading outside the lines: How to Mobilize the (in)Formal Organization, Energize Your Team, and Get Better Results

AETNA’S TURNAROUND

When the Aetna turnaround story was told in the business press, writers typically focused on the familiar formal elements. They described the strategy reformulation, changes in top leadership, organizational restructuring, cost and headcount reduction, balance sheet strengthening, budgetary control, and operating excellence. This was appropriate because these were all critical elements in Aetna’s turnaround success.

However, there is much more to the Aetna story. As comprehensive and impressive as the formal efforts were, they would not have been nearly as effective or efficient without the accompanying informal efforts to transform the organization’s culture. With large formal changes demanding their attention, Aetna’s ...