Lead Change Blog

NOVEMBER 12, 2014

When Southwest Airlines employees tell the story of retired CEO Herb Kelleher hiding in the luggage bin to scare passengers as they entered the plane, they are really saying, “We are supposed to have fun.”. Self Leadership Dreams Innovation Inspiration' Stories telegraph a set of norms or values unique to the organization.

Taylorism 303

Taylorism Taylor Storytelling Airlines 303

HR Digest

NOVEMBER 17, 2018

With objective management, employees are forced to be innovative as well as creative in their operations. By that, the employees stand at a better position to offer innovative ideas that will increase productivity. In addition, proper train, equip and engage them. Cherish reward and recognition.

Productivity 69

Productivity Products Metrics Micromanagement 69

The Practical Leader

AUGUST 16, 2023

Poor Managers Enervate, Effective Leaders Energize Management at an airline with deteriorating customer satisfaction issued a directive urging staff to smile and be nicer to passengers. When we look at 360 assessments or engagement surveys, it’s clear that a more accurate response to these managers is; nobody wants to work for you.

Energy 52

Energy Crisis Absenteeism Leadership 52

Eric Jacobson

NOVEMBER 3, 2020

Mulligan tackles in, Hire Purpose , education, training, the classroom, the workplace and workers. Think of the restaurant industry or the airline industry. Mulligan is Board Chair and former CEO of the Guardian Life Insurance Company of America. The government has stepped in to provide income support to people who lost their jobs.

Skills 65

Skills Company Shaw Crisis 65

Eric Jacobson

FEBRUARY 1, 2021

Mulligan tackles in, Hire Purpose , education, training, the classroom, the workplace and workers. Think of the restaurant industry or the airline industry. Mulligan is Board Chair and former CEO of the Guardian Life Insurance Company of America. The government has stepped in to provide income support to people who lost their jobs.

Skills 50

Skills Company Shaw Crisis 50

The Horizons Tracker

JULY 15, 2020

The airline industry has been one of the hardest hit, with roughly 100,000 fewer flights made per day. Data from the UK’s Department for Transport reveals that travel is down significantly, with car travel down roughly 60%, bus travel down around 90%, and train and underground travel down nearly 100% compared to normal levels.

Travel 87

Travel Energy Efficiency Airlines 87

Harvard Business Review

FEBRUARY 1, 2011

In a recent issue of The New Yorker , Atul Gawande, the gifted writer and accomplished doctor, published yet another of his must-read accounts of the health-care crisis and the innovators trying to change things for the better. We recruit for attitude and train for skill," Dr. Fernandopulle told Dr. Gawande. "We

Training 16

Training Skills Airlines Health Care 16

Kevin Eikenberry

JANUARY 22, 2011

I can’t remember the contents of the article, but I remember the headline of “Obliterate, don’t innovate&#. Tagged as: Boeing , future flight , NASA { 4 comments… read them below or add one } Thabo Hermanus January 23, 2011 at 7:59 am Kevin, this really pushes the boundaries and the pictures are awesome.

Creativity 183

Creativity Workshop Blog Video 183

Harvard Business Review

APRIL 11, 2017

When a CEO announces a major initiative to foster innovation, mark your calendar. Among those that have met that fate in recent months are initiatives at Target, Alaska Airlines, Coca-Cola, the New York Times, and Chubb. Are people moving from the innovation lab or pilot test team to help with the roll-out? So how to improve?

Project 11

Project Innovation Press Release Survey 11

Surviving Leadership

JUNE 29, 2017

Whether or not you personally like Southwest Airlines (and I love them, so there), you can’t argue with their success in a tough industry. Even then, you’ve got unconscious bias that no amount of training can overcome. It breeds innovation. It pushes the company forward.

Human Resources 70

Human Resources Diversity Airlines Learning-by-Doing 70

Strategy Driven

OCTOBER 29, 2012

What are you doing to innovate it? They don’t have to talk about their competition – Apple is the innovator. Blackberry, American Airlines, Barnes & Noble, Microsoft, and Tiger Woods to name a few. Create internal excitement about innovation and new ideas. Train and teach attitude, self-belief, and creativity.

Brand 50

Brand Reputation Customer Loyalty Industry 50

Ron Edmondson

SEPTEMBER 3, 2019

They were trained what to say for certain situations, but couldn’t alter how they ended the conversation. Then recently I was traveling on a major airline (Okay, it was American. If a leader wants his or her team to make the best decisions, train them in vision, mission, overall philosophy.

Travel 32

Travel Handbook Airlines Reputation 32

The Practical Leader

OCTOBER 24, 2011

Southwest Airlines, Wal-Mart, IBM, ING, 3M, and Proctor and Gamble are some of the adaptive cultures providing insights to the enduring success growing from their highly effective cultures. Results (Four Rs, innovation, growth, and profitability). Steps in The Culture Cycle. Policies, Practices, and Behaviors (e.g.

Heskett 49

Heskett Kotter Books Review 49

Harvard Business Review

MAY 17, 2017

The airline industry is a cautionary tale of what happens when companies emulate new business models without bringing over the associated mental models. For over 40 years, Southwest Airlines has been a disruptive force in the airline industry, creating an entirely new category and a record 43 consecutive years of profitability.

Airlines 14

Airlines Strategy Business Model Metrics 14

Harvard Business Review

FEBRUARY 13, 2015

While Uber deserves kudos for being innovative, let’s be truthful: Its success has come from creatively exploiting a regulatory loophole. When Sprint and MCI entered the market with innovative offerings, the need for regulation vanished – competition ensured good service and fair prices. Here’s how.

Industry 8

Industry Innovation Price Long-term 8

Harvard Business Review

JUNE 12, 2015

The CEO knew I was a fan of passion-fueled innovation and thought he had a story I’d find inspiring, hence the call. The CEO didn’t offer his associates a script or a training program. For me, the point of his story was simple but profound: empathy is the engine of innovation.

Innovation 8

Innovation CEO Benchmarking Airlines 8

Strategy Driven

NOVEMBER 7, 2011

In providing research and developing training programs for various large corporations about managing change, we find that the biggest stumbling block for employees from top-down is lack of buy-in. Top executives have the vision, but often fail to get buy-in from managers who have to carry out the change initiative.

Strategy 70

Strategy Kotter RASCI Motivation 70

Harvard Business Review

JANUARY 16, 2015

At a reception for JetBlue’s most frequent Mosaic flyers, I had the opportunity to listen to the airline’s top management discuss its ambitions to improve operations and enhance customer experience. In other words, Hointer is figuratively — if not literally — training its customers to shop on their own terms.

Competitive Advantage 8

Competitive Advantage Airlines Retail Supply Chain 8

Harvard Business Review

DECEMBER 2, 2016

For example, they learned about scheduling from the just-in-time practices of the upscale Dutch supermarket chain Albert Heijn and KLM, the Netherlands’ flagship airline. Innovating for Value in Health Care. ” Design thinking has also earned the hospital a reputation as an innovator. Insight Center.

Health Care 8

Health Care Airlines CFO Operations 8

Harvard Business Review

JUNE 7, 2013

The digital marketer who effectively runs Qantas Airlines'' highly regarded — and very successful — loyalty program has an unusual iPad problem. Flight attendants on Australia''s flagship carrier can now get up-to-the-minute data on the airline''s most elite and valued frequent flyers displayed on their onboard tablets.

Marketing 8

Marketing Airlines Workshop Loyalty 8

Harvard Business Review

JANUARY 6, 2011

Anyway, during my travels, I've kept a running list of observations, travel tips for those of you coming to Asia for either a short trip or an extended stay, and thoughts on innovation, all gleaned from my first year based here. If you have the choice between an Asian or Middle Eastern airline and a U.S. Skype is your friend.

Airlines 15

Airlines Hotels Travel Chemicals 15

Harvard Business Review

JULY 9, 2018

But it’s particularly difficult for large, traditional firms , especially those which operate in consolidated, non-growth industries (think pulp and paper, steel, airlines) and which are often located away from the metropolitan areas where data scientists live. And they can create a lot of value by generating new business.

Bottom-up 9

Bottom-up Operations Training Efficiency 9

Harvard Business Review

SEPTEMBER 29, 2014

The late Julian Simon (better known, perhaps, for his optimistic views about population growth and resource abundance) thought up the idea for having airlines auction off overbooked seats and persuaded the Civil Aeronautics Board, which used to regulate airlines fares and entry, to permit the idea in the 1970s.

Strategy 12

Strategy Black-Scholes Airlines Price 12

Harvard Business Review

SEPTEMBER 29, 2017

In fact, it’s often more prominent among experienced staff, which is particularly problematic because, as the go-to people in their circles, they often pass incorrect or incomplete information and skills on to others via to peer-to-peer learning and training.

Skills 8

Skills How To Learning-by-Doing Airlines 8

Harvard Business Review

MARCH 8, 2012

Thanks to disruptive innovations , much of our world today looks radically different than it did just a decade or two ago. Air travel used to be inevitably expensive and cumbersome — until Southwest Airlines. Why does the public sector seem so completely immune to innovations that deliver more for less over time?

Disruptive Innovation 13

Disruptive Innovation Health Care Innovation Business Model 13

Women on Business

JANUARY 24, 2011

For example, when my book publisher was hit by Hurricane Wilma, (thus my upcoming book was literally blown away), I turned to graphic design where I had received all my training and contacts—but with a much different business model. Connect as many strengths and resources as possible, for innovation lives in fresh combinations.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

AUGUST 9, 2016

A few years back, my three-year-old son Max had an unyielding passion for Thomas the Tank Engine trains. But for Max, what was equally natural was to expect his train portfolio to continue to expand indefinitely, or at least until the enchantment ended. Piece by piece, he accumulated a rather impressive collection.

Early Adopters 8

Early Adopters System Airlines Training 8

Harvard Business Review

NOVEMBER 21, 2011

In theory and practice, having your airline or local store quickly acknowledge and respond to constructive complaints can be wonderful. How smart are customer-centric firms that effectively train complainers to disregard or disintermediate their contact centers? Everyone looks good. Not to do so is perverse.

Disintermediation 15

Disintermediation Call Center Core Competence Incentives 15

Harvard Business Review

DECEMBER 23, 2016

Heat degrades the substrate of innovation, while light catalyzes it.” Similar failures among cockpit crews can lead to airline crashes. Lilly’s research shows these same effects can happen between members of alliance innovation teams. However, you must create more light than heat when you engage in conflict.

Productivity 8

Productivity Products Survey Strategic Fit 8

Harvard Business Review

MARCH 17, 2016

airline industry in the early 1990s highlights this distinction. Don’t engage in over-the-top discounting that trains customers, both in B2C and B2B markets, to buy cleverly on price and price alone. The choice of the price position affects the overall business model, the product quality, branding, and how to innovate.

Price 8

Price Airlines Govindarajan Advertising 8

Harvard Business Review

APRIL 18, 2011

Over the past five years, we have followed the rise of customer experience efforts from small outposts to central players in executing company strategies, especially as firms have faced growing challenges in maintaining meaningful differentiation based on product innovation alone. Consider one example.

B2C 14

B2C B2B Forrester Budgeting 14

Harvard Business Review

DECEMBER 19, 2011

Friedman and Mandelbaum are policy wonks, so they explore the notion that "average is over" mainly as it applies to countries and societies, and how we educate kids, train workers, and make public investments. But their insight applies just as powerfully to companies and their leaders. Friedman and Mandelbaum have nailed it. Average is over.

Airlines 16

Airlines Mission Statement Sharpe Brand 16

Harvard Business Review

MAY 13, 2013

The Apple TV will be a portal to worlds now accessible only by planes, trains and automobiles. Let''s say the Apple innovation merely takes $50 billion out of the industry. The real damage comes to airlines and hotel chains, the former never robust at the best of times. But even great management cannot protect these airlines.

Disintermediation 8

Disintermediation Hotels Airlines Travel 8

CO2

JUNE 29, 2010

The 9/11 terrorist attacks; the Mumbai, Bali, and London Tube bombings; the attempted bombing of a Delta airlines flight in December 2009; and suicide bomber attacks in Iraq and Afghanistan are examples of the personal magnetism of Oussama Bin-Laden and the Al-Qaeda cause. Technology and its role in travel 2.0

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Harvard Business Review

NOVEMBER 26, 2015

But this approach doesn’t produce the most productive, innovative work environment. buying an airline ticket or configuring a printer). Those in the control group went through Wipro’s traditional onboarding process, which focused primarily on skills training and general firm awareness.

Power 8

Power Outsourcing Self-aware Airlines 8

Tanveer Naseer

MAY 31, 2016

Systems and Structures The first three principles of strategic leadership involve nontraditional but highly effective approaches to decision making, transparency, and innovation. By setting up ways for people to bring their innovative thinking to the surface, you can help them learn to make the most of their own creativity.

Development 100

Development Argyris Learning-by-Doing Innovation 100

Harvard Business Review

DECEMBER 22, 2016

Samsung is a global leader renowned for innovation talent, yet with strong family control. From its earliest days, 3G set out to ensure that its businesses became magnets for top talent, emphasizing culture change and best practices in recruitment, training, and retention as much as financial transformation.

Short-term 8

Short-term Long-term Leveraged Buy-out Globalization 8