sec3 group9 hrm westjet - copy

7/31/2019 Sec3 Group9 HRM Westjet - Copy

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LEARNING THROUGH CASE

WESTJET: BUILDING A HIGH-

ENGAGEMENT CULTURE


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Founded in 1994 by Clive Beddoe, Tim Morgan, Donald Bill, Mark Bill

Low cost carrier

Differentiator : Caring attitude towards passengers(guests)

Mission Statement : To enrich the lives of everyone in WestJets worldby providing safe, friendly and affordable air travel

INTRODUCTION - WESTJET


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Vision

By 2016, WestJet will be one ofthe top five most successfulinternational airlines in the worldproviding our guests with afriendly and caring experience

that will change air travel forever.

Values

Commitment to safety

Positive and passionate

Appreciative of its people andguests

Fun, friendly and caring

Align the interests of WestJetterswith the interest of the company

Honest, open and keeps itscommitments

VISION AND VALUES


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INITIATIVES @ WESTJET

CARE

Creating A Remarkable Experience

To propagate culture throughout WestJets operations

Organized various events over the year

Helped create videos and plays that entertained the staff

PACT

Proactive Communication Team

Employee association to address employee concerns

Eliminated the need for an union

Different chapters represented different workgroupswithin the organization

WHY

We Hear You

Internal survey conducted biannually

Used to measure employee engagement and culture

Feedback from employees encouraged

Helped in assessment of work culture and further

improvements


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Friendly, caring, fun and youthful working culture

Average age of workforce 34, and for leadership team its 38-40

Creativity and innovation were encouraged and rewarded

CULTURE @ WESTJET


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The management wanted the pilots to reconsiderthe proposed contract but the pay structurenegotiations had stalled two weeks before the 3-year old contract expires.

Short

Term Ways of maintaining its unique and vibrant

corporate culture amidst rapid expansion whileretainingthe profitability

Skills and competencies required for the leaders todrive the organizational culture forward

LongTerm

PROBLEM STATEMENT


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SHORT TERM SOLUTION

The pilots should be apprised of the fact that an acrimonious conflict willonly be harmful to both parties.

Damage to organization culture will result in loss to the pilots soorganization culture has to be preserved.

Pilots should be enrolled in trainings and Employee engagement

programs to incorporate the WestJets ethos and culture.

Compensation should be linked to their performance.


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LONG TERM SOLUTION

1

Single standard process to monitor customer experience at all customer touchpoints to improve customer experience. This in return, is expected to increaserevenue.

2

Capitalize on the goodwill generated over years through digital viral marketing.

3

To maintain uniformity in service standards, we need at least one supervisor ateach location who is trained as per company standards.


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SUBMITTED & PRESENTED BY:-

GROUP 9

sec3 group9 hrm westjet - copy

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