People & Change E-book Final 2 - Flipbook - Page 15
Navigating Organizational
Transformation: Lessons From
The Airline Industry
In the wake of pandemic-related disruptions, a
domestic and international airline embarked on a
transformative journey to optimize its organization.
This endeavor primarily focused on the Reservations
and Care division, which contained a workforce of
over 7,000 employees. The objective was to increase
organizational capacity, enhance role clarity, foster
communication and collaboration, and empower
employees to deliver outstanding customer
experiences. Thought Logic was hired to minimize
organizational anxiety and effectively guide this
change.
Challenges included combatting change fatigue and
confusion stemming from the loss of a significant
portion of the tenured workforce, all while managing
surging passenger demand and juggling high-priority
initiatives. Cultural factors, such as industry-specific
norms, HR policies, and union dynamics, also
contributed to change resistance. The introduction of a
new SVP-level leader from outside the organization
further complicated matters.
Working in close collaboration with the internal Organizational Effectiveness team, HR, and senior
business leaders, Thought Logic played a pivotal role in designing a comprehensive transformation
plan. The primary objectives were to establish a phased organizational design and transition plan to
ensure maximum adoption and effectively engage key stakeholders throughout the change journey.
To achieve these objectives, we executed several critical steps:
Change Readiness
Facilitation: Led
workshop empowering
managers for
organizational
transformation, ensuring
readiness to guide their
teams through change.
Awareness
Communications:
distributed key
communications, such as
announcements and FAQs,
aligning the leadership
team's messaging and
addressing employee
concerns.
Organizational
Change Roadmap:
Outlined events,
milestones, and
activity details,
providing a clear
path forward for the
organization.
As a trusted partner Thought Logic provided invaluable support and guidance by developing an
integrated plan, managing communications, and equipping leaders to deliver unified messaging for
a successful change journey. This collaborative approach aimed to enhance the organization's
capabilities and ultimately improve the customer experience.