Westjet case study corporate culture

Management

Also in the attachment thers is example of the case too

A Model for Analyzing Cases
What is a case?
A written description of events and activities that have taken place in an organization.
Purpose of Case Analysis
Apply theories to specific organizational problems.
Develop analytical and problem-solving skills.
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Approaches to Case Analysis
Decision-maker approach
Sort out information
Propose solutions
Evaluator approach
Evaluate outcomes
Propose alternative solutions
Preparation of written cases
No absolutely right or wrong solution to a case problem.
To present a coherent and defensible analysis.
Preparation for written cases
A general reading
Second time reading and notes taking on critical facts
Information and data on
attitudes and values,
relative power and influence,
the nature and quality of relationship
The organization’s objectives and policies and functions.
Written cases analysis model
Problem identification
Identify the causes of the problem
Alternative solutions
Select the best alternative
Implementation steps

WestJet airline is a discount airline based in Canada. WestJet has been very

successful and they believe that their success is due to their distinct culture. WestJet

offers low fare prices and friendly service, which has helped them gain great ratings in

customer service. They believe in running a fun organization, having trust and respect for

all employees, and treating all employees as equals no matter what their title. This, they

believe, reflects on their customers because happy employees will offer the best customer

service. WestJet also believes in teamwork, which in return helps cut costs. They feel

that, when necessary, employees can do things outside of their job description in order to

make things run smoother. This also helps cut costs because it means they do not have to

hire more people to do a specific job since everyone is willing to help out. Also,

employees have so much trust in the company that they do not even have contracts or

unions, just agreements. All of this is what WestJet believes contributes to their success

the most.

The major problem in this case is that WestJet has big expansion plans, and if

they continue to expand they will probably not be able to keep their “fun” culture. The

more WestJet expands, the more people they are going to need to hire. Hiring so many

new people can possibly ruin the culture of the company. This was proven to be a

problem when Beddoe hired Steve Smith to takeover his job as CEO. Smith was hired in

early 1999 and suddenly resigned in September 2000. WestJet said that his sudden

resignation was due to the fact that he could not fit in with the WestJet culture. Therefore,

when Smith resigned, Beddoe had to take his seat back as CEO.

When people feel uncomfortable in a situation or in a work environment it makes

it difficult for them to perform at their best. Although the WestJet culture may seem like

a strength, it can also be a weakness because it can make new employees uncomfortable,

limiting their performance and making other employees, and also customers, unhappy.

That makes this culture that is supposed to be fun turn in to a cycle that is full of tension.

Which will then make other companies with a neutral culture a threat because they will

have better performing and satisfied employees; especially at the top management levels

where a “fun” culture is not the norm.

When a company grows as fast as WestJet is planning to grow, it does not give

new employees time to adjust to a different culture and makes the whole situation very

impersonal. With the expansion, WestJet will have to hire people to fill management

positions and management positions are usually given to people with some sort of

experience. This is going to be a problem for WestJet because they prefer to hire people

without the experience because it is a new culture and they believe it is better to start with

a “clean slate.” If they hire people without experience they run the risk of these people

not knowing what they are doing and upsetting other employees. But, if they hire people

with experience they run the risk of these people not fitting in with the WestJet culture

and suddenly resigning the way Smith did. Also, once employees become upset and

there are a lot of new employees they will begin to feel the need for contracts and unions,

which takes away from the trust part of WestJet culture.

One way to prevent this from happening can be to stop expanding the company

and keep it small. This way WestJet will not have to worry about losing its culture or

about hiring so many new people. But, if they were to stop expanding, they will probably

not make as much money as they possibly can and will just be making what they already

do, or less because of the state of the economy. Another alternative can be to hire

experienced people but make them shadow the company for two weeks and see if they fit

in and can handle the culture. If it is obvious that the person does not fit in, then they will

not continue working with WestJet. If they do fit in, the company gains an experienced

worker who can help the company grow. The problem with that alternative is that two

weeks may be a wasting time and can cause the company to lose some money if the

person does not fit in. The last alternative I have come up with is to hire new people and

put them through extensive training before starting. In training, these new people will be

given cases to see how they solve problems. These cases will be about working with

other employees and customers. The cases will not be writing about the situation but

actually acting it out and observing how they react. They will not know what the cases

will be about so they will not have time to prepare, just like in real life. The problem that

may arise from this is that they may act one way in training, because they know they are

being observed, and then act completely different on the job.

Out of all three alternatives I mentioned above, the best one will be to hire new

people and put them through extensive training. The reason this is the best alternative is

because new people will not be stuck in their ways from their previous employment. If

they are new to the business, they will be more willing to accept the culture. Through the

extensive training they will get a feel for what the company is actually like, and if they do

not like it or feel comfortable, they can leave before they start actually working. If they

do like it, they will fit right in and know what to do once they begin working.

Beddoe, current CEO, should implement this, because people trust him and will

know it is the right thing to do if it is coming from him. He should go about this by

informing the entire company and making sure they agree. Then, trials of the training

should be ran with current employees to make sure it works and everything is covered in

the training sessions. Once, it is determined that the training is good and will work then

they can begin using it on the new hire’s. Before these people are at the point where they

need training, human resources should continue to interview them in the same fashion

making sure they have the sense of humor and enthusiasm that WestJet is looking for.

All in all, WestJet is a very successful company that can continue to be successful

if they go about things in the right way. With expansion and the need to hire new people

they risk losing the WestJet culture. But, if Beddoe implements extensive training for the

people who are new to the company they can expand and continue being successful while

keeping the WestJet culture alive and employees happy.

• Writing Assignment 2 - The Case Analysis Paper Grading Sheet

You will be assigned a case in the first week of the semester. The case analysis paper should be 4-5 pages, double spaced. It should include the following sections:

o Introduction, including relevant facts and background

o Problem definition / issues

o Critical analysis / conceptualization

o Alternatives.

o Solution: state the best of the alternatives and the rationale

Draft □ Final □ 1. Format. The case analysis paper should be four pages, double spaced. It should include the following

sections: a. Introduction, including relevant facts and background b. Problem definition / issues c. Critical analysis / conceptualization d. Alternatives. e. Solution: state the best of the alternatives and the rationale

A (.9-1) B (.8-.9) C (.7-.8) E (<.7) GRADE

Grammar, Spelling, and general appearance (10%)

No errors in grammar, punctuation, or spelling errors; use of appropriate business language, overall appearance

1-2 errors in grammar, punctuation, or spelling; medium level use of appropriate business language, overall appearance

3-4 errors in grammar, punctuation, or spelling; low level use of appropriate business language, overall appearance

> 4 errors in grammar, punctuation, or spelling; inappropriate business language, overall appearance

Introduction (10%)

Includes most relevant internal/external facts and background

Includes relevant internal/external facts and background

Includes some relevant internal/external facts and background

Includes few or no relevant internal/external facts and background

Problem Definition – Issues (10%)

Clarity in specifying one problem statement

Moderate clarity in specifying one problem statement

Mediocre clarity in specifying one problem statement

No clarity in specification of problem statement

Critical analysis (20%)

Accurately identifies one or several concepts related to the problem

Identifies one or several concepts related to the problem

Inaccurately identifies one or several concepts related to the problem

Does not identify one or several concepts related to the problem

Alternatives (20%)

Clearly specifies 2-5 alternatives as solution to the problem

Specifies 2-5 alternatives as solution to the problem

Vaguely specifies 2-5 alternatives which may be related to the problem

Does not specify 2-5 alternatives to solve the problem

Solution (20%)

Clearly identifies the best alternative, and the rationale for that decision

Identifies the best alternative, and the rationale for that decision

Incomplete identification of the best alternative, and the rationale for that decision

Does not Identify the best alternative, and the rationale for that decision

Overall (10%)

Logical flow of substance of paper within paragraphs and throughout paper.

Flow of substance of paper within paragraphs and throughout paper not fully logical.

Flow of substance of paper within paragraphs and throughout paper not logical

Flow of substance of paper within paragraphs and throughout paper not present.

Final Grade /150