Documentos de Académico
Documentos de Profesional
Documentos de Cultura
EMBA 17 GROUP 1
Success Measures
Change in customer perception of DEI Airlines from one of those to be avoided to one of those to consider first via a progressive improvement in customer satisfaction survey indices for the organization. Punctuality on scheduled flights. Being on time all the time. No more delays! Movement from loss to profitability; and growing profits. One culture in the organization - Merger of culture between employees of Europe Air and Flag Airways. Significant improvement in efficiency levels -Improvement in the production efficiency rates of DEI Airlines. Employees reaction to change - Motivated employees Greater than 80% score in employee satisfaction survey.
Leadership Style
Rassemblent should adopt the participatory leadership style. Organizational members should be involved and carried along at all times. This is because the airline business requires people liaising/rendering services to customers. They need to get it right. Management should lead by example take up front desk roles to show the front desk officers that the service culture is achievable. Trainings should be conducted. Scenario plays embarked upon to give officers a wide array of possible services that can be requested by customers and rendered to them. Best practices should be adopted.
Pace of Change
Winning Commitment
Rassemblant should make efforts to get the buy-in of the senior management. He needs to understand what may cause the resistance to change and deal with it. After all efforts have been made to convince the resistant party to come on board, and they still do not, they should be exited professionally in order to move the organization forward. The junior management who seem to believe in the change can serve as the change champions. They believe in the change and are closer to the employees (organization structure/ reporting lines) than both Rassemblant and the senior management. Constant reminders of the changes desired, and progress updates should be communicated to all employees. This will motivate them as they will know where they are coming from, where they are presently and how far they still have to go. The leaders should lead by example consistently. There must be no impression that the leaders are not walking the talk.
GROUP 1 MEMBERS