American Airlines Manifesto

The concept of a movement within the framework of the team atmosphere is based around creating and implementing a single mind frame for the team. A true movement is used to rally a team of people around a common purpose and a shared mission; a movement can developed for employees, teams, groups, consumers, fans, and fanatics. Whereas a manifesto is the device used to clearly communicate the change management tactic being put in place. The manifesto will include the shared mission of the movement, and a common purpose for the group to buy into. Additionally, the changed company policies and procedures that are involved in the movement will be stated and laid out in the manifesto. The concept of movements and manifestos are more valuable …show more content…
The biggest issue facing the “new” American Airlines is the level of customer service within their ticketing and baggage departments, so there is a desire as the newly appointed manager of the Charlotte hub to create a movement to reshape the culture of customer service. The basis of the movement will involve taking every situation with a customer, and ensuring that they leave as a satisfied customer. . In regard to the customer service issues at American Airlines, methods such as having a clear vision, identifying the core stakeholders, and defining the role of managers as enablers of self-organizing teams will assist in the reformation of the customer service culture. Having a clear vision and identifying the core stakeholders are common methods used throughout organizations, but the use of managers of enablers of the new desired culture will have a profound impact on the movement. The formation of teams within the departments will create the atmosphere needed to get the employees to buy into the movement. The bound formed between the sub-teams will require the employees to follow the lead of the team captain. The peer pressure among team members to live up the standards will be very helpful in the changing of the …show more content…
The airlines will become proactive in seeking out all customers, and providing the highest level of customer service. All employees of these two departments will be required to answer and explain any aspect related to the operations of American Airlines. Whenever eye contact is made with an employee of American, we expect the employee to address the customer and proactively ask “if they could assist in any way”. It is the belief that the “treat customer is my mother movement”, will have a great effect on the operations and level of customer service offered at the American Airlines Charlotte