OL 663
Final Project Change Plan
Module Nine
Southern New Hampshire University
OL – 663 – X2096
Leading Change
I. ANALYSIS AND DIAGNOSIS
A. What is the problem in need of addressing at this point in time? Describe wh driving the change effort.
Alaska Airlines’ biggest issue in need of addressing is the steady decline in “customer
loyalty and goodwill” (Avolio, Patterson, and Baker, 2015). However, the decline in customer
loyalty and goodwill was affected because employee performance is at an all-time low due to the
lack of employees feeling that they are heard and valued. (Avolio, Patterson & Baker, 2015).
Forces that are driving this change effort consist of “rocky contract negotiations”, pilots feelings
undervalued with pay cuts being made, and resisted efforts for operational improvements for
customer-facing and non-customer-facing employees. These forces ultimately costed the
customers to experience mishandled bags and increased wait times around the baggage claim
carousel, delayed flights, and a negative all-around experience (Avolio, Patterson, and Baker,
2015).
B. How did this problem arise? Determine how this problem is currently impacti
organization.
This problem arose because of the operational lows Alaska Airlines is experiencing due
to employees feeling undervalued and unheard. Moreover, it has been Alaska Airlines’ way of
operating by being satisfied with “just good enough” (Avolio, Patterson, and Baker, 2015). This
mentality created employees who do not strive to be better and management who did not push
employees to do better. The lack of performance management has caused a major negative
,impact on the organization. Furthermore, this problem is currently impacting the organization by
giving a poor reputation to Alaska Airlines and losing customers who were previously loyal to
fly with them consistently. The poor reputation continues to be brought on because customers
would rather spend their money with an organization that ensures a pleasant experience or at the
very least, proactively problem solves with the customer.
C. Identify the specific organizational needs driving the change. Explain each.
The specific organization's needs driving the change are based on the fact that customer
loyalty has decreased due to unsatisfactory experiences. Employees are unhappy and feel
undervalued because they do not receive feedback on their performance, consistent contract
negotiations for all employees, professional development and training, and do not have
standardized operational policies to follow. A performance management system would include
consistent feedback from your management, whether it be positive or negative. Management
does not consistently address issues that they are seeing with employees which leads to
consistent mediocre performance. By not documenting poor performance, employees will
continue to perform at a low expectation. Additionally, implementing a professional
development and training program will ensure employees are provided with adequate training to
perform their responsibilities at their highest potential. Consistent contract negotiations across
the board will ensure equality for all employees regardless of their title, position, or cultural
background. Lastly, standardizing operational policies will help employees understand their
responsibilities and the expectations of management and Alaska Airlines.
D. Identify specific variables, conditions, issues, individuals, and other factors t
the change effort negatively. Describe how these should be handled prior to pla
change effort.
Specific variables that will impact the change effort negatively are the employees who
resist the change efforts. As mentioned above, Alaska Airlines has notoriously been satisfied
with management and employees’ mentality being “just good enough” (Avolio, Patterson,
, and Baker, 2015). With that type of mentality, it will be difficult to change the status quo
and implement change efforts to improve operational factors. This variable should be
handled prior to planning the change effort by addressing the resisters and communicating
why “just good enough” isn’t good enough anymore. Communicating honestly and
transparently with the employees who resist this change effort how Alaska Airlines’ profits
are sinking would be beneficial in addressing this variable.
Another major variable that could affect the change effort negatively is how contract
negotiations have notoriously been handled. Avolio, Patterson, and Baker (2015) state that the
contract negotiations have previously been “rocky” and pilots and other employees have felt that
they do not meet equality standards. Preparing contract negotiations with a standardized method
will ensure equality factors are taken into a place for all employees.
E. What are the underlying causes of the problem? How should these be addres
As mentioned above, the underlying cause of the problem is the “just good enough”
mentality (Avolio, Patterson, and Baker, 2015). Without management addressing poor
performance and employees becoming comfortable with mediocre service, Alaska Airlines
continued to fail to meet customer satisfaction expectations. Without a performance
management program and management addressing the poor operations as well as employee
performance, employees would not know what is expected of them. To address this underlying
problem, a performance management program where management meets with employees to
address operational efforts would be beneficial. Ensuring employees understand what
management expectations are and Alaska Airline's brand expectations are will be imperative to
address this problem. Furthermore, the “just good enough” mentality also falls on management.
Management needs to put the effort in to ensure employee satisfaction and ensure employees feel
heard and valued. By taking the time to listen to their employees, management will show their
employees how important they are. This will cause employees to put more effort into their
Final Project Change Plan
Module Nine
Southern New Hampshire University
OL – 663 – X2096
Leading Change
I. ANALYSIS AND DIAGNOSIS
A. What is the problem in need of addressing at this point in time? Describe wh driving the change effort.
Alaska Airlines’ biggest issue in need of addressing is the steady decline in “customer
loyalty and goodwill” (Avolio, Patterson, and Baker, 2015). However, the decline in customer
loyalty and goodwill was affected because employee performance is at an all-time low due to the
lack of employees feeling that they are heard and valued. (Avolio, Patterson & Baker, 2015).
Forces that are driving this change effort consist of “rocky contract negotiations”, pilots feelings
undervalued with pay cuts being made, and resisted efforts for operational improvements for
customer-facing and non-customer-facing employees. These forces ultimately costed the
customers to experience mishandled bags and increased wait times around the baggage claim
carousel, delayed flights, and a negative all-around experience (Avolio, Patterson, and Baker,
2015).
B. How did this problem arise? Determine how this problem is currently impacti
organization.
This problem arose because of the operational lows Alaska Airlines is experiencing due
to employees feeling undervalued and unheard. Moreover, it has been Alaska Airlines’ way of
operating by being satisfied with “just good enough” (Avolio, Patterson, and Baker, 2015). This
mentality created employees who do not strive to be better and management who did not push
employees to do better. The lack of performance management has caused a major negative
,impact on the organization. Furthermore, this problem is currently impacting the organization by
giving a poor reputation to Alaska Airlines and losing customers who were previously loyal to
fly with them consistently. The poor reputation continues to be brought on because customers
would rather spend their money with an organization that ensures a pleasant experience or at the
very least, proactively problem solves with the customer.
C. Identify the specific organizational needs driving the change. Explain each.
The specific organization's needs driving the change are based on the fact that customer
loyalty has decreased due to unsatisfactory experiences. Employees are unhappy and feel
undervalued because they do not receive feedback on their performance, consistent contract
negotiations for all employees, professional development and training, and do not have
standardized operational policies to follow. A performance management system would include
consistent feedback from your management, whether it be positive or negative. Management
does not consistently address issues that they are seeing with employees which leads to
consistent mediocre performance. By not documenting poor performance, employees will
continue to perform at a low expectation. Additionally, implementing a professional
development and training program will ensure employees are provided with adequate training to
perform their responsibilities at their highest potential. Consistent contract negotiations across
the board will ensure equality for all employees regardless of their title, position, or cultural
background. Lastly, standardizing operational policies will help employees understand their
responsibilities and the expectations of management and Alaska Airlines.
D. Identify specific variables, conditions, issues, individuals, and other factors t
the change effort negatively. Describe how these should be handled prior to pla
change effort.
Specific variables that will impact the change effort negatively are the employees who
resist the change efforts. As mentioned above, Alaska Airlines has notoriously been satisfied
with management and employees’ mentality being “just good enough” (Avolio, Patterson,
, and Baker, 2015). With that type of mentality, it will be difficult to change the status quo
and implement change efforts to improve operational factors. This variable should be
handled prior to planning the change effort by addressing the resisters and communicating
why “just good enough” isn’t good enough anymore. Communicating honestly and
transparently with the employees who resist this change effort how Alaska Airlines’ profits
are sinking would be beneficial in addressing this variable.
Another major variable that could affect the change effort negatively is how contract
negotiations have notoriously been handled. Avolio, Patterson, and Baker (2015) state that the
contract negotiations have previously been “rocky” and pilots and other employees have felt that
they do not meet equality standards. Preparing contract negotiations with a standardized method
will ensure equality factors are taken into a place for all employees.
E. What are the underlying causes of the problem? How should these be addres
As mentioned above, the underlying cause of the problem is the “just good enough”
mentality (Avolio, Patterson, and Baker, 2015). Without management addressing poor
performance and employees becoming comfortable with mediocre service, Alaska Airlines
continued to fail to meet customer satisfaction expectations. Without a performance
management program and management addressing the poor operations as well as employee
performance, employees would not know what is expected of them. To address this underlying
problem, a performance management program where management meets with employees to
address operational efforts would be beneficial. Ensuring employees understand what
management expectations are and Alaska Airline's brand expectations are will be imperative to
address this problem. Furthermore, the “just good enough” mentality also falls on management.
Management needs to put the effort in to ensure employee satisfaction and ensure employees feel
heard and valued. By taking the time to listen to their employees, management will show their
employees how important they are. This will cause employees to put more effort into their
