Future and Change Management Case Study: Changing the Culture at British Airways

Title of the Case:

Changing the Culture at British  Airways

Problems:

1. What practices in the case would be helpful to apply in your organization?
2. How might you modify the practices in the case to better suit your organization?
3. What did you learn overall from the case?

Answers:

1. There are two helpful practices in the case that would be applicable in my organization, to wit:
• Customer service as an exclusive focus
• Putting people first program

2. Since my organization is a government agency that have employees enjoying the security of tenure, an orientation on customer service that was practiced in a service sector of a private organization in thePhilippinesshould be given. One example of a company with excellent customer service is that of SM Malls. The putting people first program that urge the participants to examine their interactions with other people, including family, friends, and, by association, customers should be given through a training program with follow-up, evaluation and exit conference to monitor its effectivity in my organization.  I chose the program for my organization in order to have harmonious human relations among the employees that could help in producing a productive workforce.

3. The important realizations I discovered from the case are the following:
• Customers are the lifeblood of the organization;
• The people in an organization is the main key factor for any introduced change.