Reference no: EM133369733

Question: Instructions Using your case study, provide the information that will demonstrate an alignment between the change evaluation and the organization's strategic goals. Define your organization's "organizational level strategic goals" . Organizational-level strategic goals (aka strategic goals) are the specific financial and nonfinancial objectives and results an organization aims to achieve over a specific period, usually the next 3 to 5 years. Describe the connection between the organizational-level strategic goals and the goal of the OD evaluation project, and how the project will be helpful to the connection

Case Study: Is a project worth doing? Yes, I absolutely believe the project is worth doing. My goal is to restore Southwest Airlines to the industry-leading operation it once was and to regain the trust of the traveling public. What's stopping us from reaching this goal is two decades of neglect and outdated technology. To overcome this problem, we need to make significant changes, both in terms of technology and staffing. We need to invest in the latest technology to ensure our systems are up to date and our operations are running smoothly. We need to bring in operationally-oriented managers who can focus on improving our operations and making sure our employees have the tools they need to do their job.

I am certain that this will solve our problem. The current leadership has already taken steps to address the issues and I am confident that the new technology and staffing changes will have a positive effect on our operations. The investment in new technology and the hiring of experienced managers will help us regain our competitive edge and restore the trust of our customers. It will take time and dedication, but I am confident that this will be a successful project. Define the problem or opportunity - what were the objectives or outcomes

The problem Southwest Airlines was facing was a lack of investment in their technology and tools, as well as a lack of operational knowledge and engagement from their leadership. This had led to a deterioration in their operations, resulting in several small-scale meltdowns in the mid- to late-2010s. With the arrival of COVID the airline scaled back, but as they ramped back up the lack of attention to the operation came to the forefront. This culminated in a catastrophic meltdown during the winter of 2022, where their antiquated software and lack of automation caused them to lose track of their 20,000 front-line employees and strand their customers without their luggage.

The opportunity presented by this situation is the chance to update the airline's technology and provide the frontline employees with the operational tools they need to care for their customers and employees. This will not only prevent further meltdowns, but will also strengthen their competitive advantage and help them regain the loyal and passionate customer base they had before the meltdown. How does or did the project align with the strategic goals of the organization? The project to update technology and staffing is essential for Southwest Airlines to reach their goals of providing a reliable, low-cost air travel experience to their customers.

This project aligns with the strategic goals of the organization by allowing them to utilize modern technology, such as automation, to improve operational efficiency and accuracy. With a more efficient and accurate system, Southwest Airlines can provide a better customer experience and reduce costs to ultimately achieve their goal of providing low-cost air travel. Additionally, the project will enable Southwest Airlines to meet their goal of having an employee-first corporate culture by investing in the technology and staffing needed to support their employees and improve their work experience. This will help ensure that the employees have the tools they need to deliver unparalleled hospitality and provide the best customer experience possible.

By investing in this project, Southwest Airlines will be able to better serve their customers while also achieving their strategic goals.

Describe the benefits of this change project to the organization The proposed change project of upgrading technology and staffing is essential for the long-term success of Southwest Airlines. The project has the potential to bring significant benefits to the organization, both in terms of customer satisfaction and financial performance. Upgrading technology would enable Southwest Airlines to better manage its operations, competitive advantage, and improve customer experience. The new technology would allow Southwest Airlines to automate manual processes and reduce labor costs, while also increasing efficiency and accuracy. It would also provide a platform for innovation and the ability to develop new services that could be used to differentiate the airline from its competitors. The new technology would also enable Southwest Airlines to offer a more personalized customer experience, as well as better track customer loyalty.

In addition to the technological benefits, increasing staffing levels would also bring many advantages to Southwest Airlines. Increasing staffing levels would allow the airline to provide better customer service, as well as reduce wait times and improve overall efficiency. It would also allow Southwest Airlines to become more agile and responsive to customer needs and demands. Finally, increased staffing levels would reduce the airline's reliance on overtime and ensure its employees are well-rested and able to perform their duties effectively. The proposed change project of upgrading technology and staffing would bring great benefits to Southwest Airlines. It would enable the airline to become more efficient, responsive, and competitive, while also improving customer satisfaction and loyalty. In addition, increased staffing levels would reduce labor costs and improve employee wellbeing. Thus, the project is essential for the long-term success of Southwest Airlines.

The goal is to ensure that the airline is staffed and equipped with the necessary resources to provide a safe and efficient customer experience. The executive team is also investing in an improved communication strategy that will ensure that employees are kept informed of changes and initiatives. This strategy will help improve morale and ensure that employees are kept aware of the latest developments. This will help ensure that the airline remains competitive and is able to continue meeting customer needs. The Southwest Airlines executive team has clearly identified the resources necessary to address the operational issues that led to the recent meltdown. With the right investments in technology, staffing, and communication, the airline is well-positioned to continue providing its customers with an excellent experience. Explore and list the potential risks in doing the change project? The potential risks of doing the change project include:

Cost and timeline: The project may require a significant investment of funds, and the timeline for completion may be longer than anticipated. This could result in delays or cost overruns. Resistance to change: Employees may be resistant to the changes, either out of fear of the unknown or due to a lack of buy-in from the leadership. This could lead to a lack of productivity or morale issues. Technical problems: The new technology may come with its own set of technical problems that may require additional resources or time to solve. Disruption to operations: The changes may also cause disruption to existing operations, which could lead to customer dissatisfaction or operational inefficiencies. Security risks: The new technology may also pose security risks, such as the potential for data breaches or other malicious activities.

The scope of this project is to update Southwest Airlines' technology and staff.

This project is necessary to avoid the type of meltdown experienced over the holidays and to ensure that Southwest Airlines is able to meet the needs of its customers and employees. The scope of this project is critical in order to ensure that Southwest Airlines is able to operate efficiently, safely, and cost-effectively. Yes, it could have the potential to expand, leading to scope creep. To address this concern, it is important to have clear and established project objectives from the start, as well as having a detailed project plan in place. This plan should include a timeline of deliverables, as well as milestones that are achievable and realistic. The project should also be divided into phases, with each phase having specific goals and deliverables that need to be achieved before moving on to the next phase. This will help to ensure that the scope of the project does not expand beyond what is necessary and that the project stays on track and within budget. Additionally, it is important to have regular check-ins and progress updates to ensure that the project is on track and that any scope creep is addressed in a timely manner.

Finally, it is important to have strong project management and oversight, as well as clear communication among all stakeholders involved to help ensure that the project remains on track. What associated costs are included in implementing this change project? The associated costs of implementing this change project will depend on the specific technologies, staffing, and other resources that are needed to bring the operations up to date. However, some of the key costs that can be expected include: Technology: Upgrading the airline's technology and operational tools will require significant investment to purchase the necessary hardware and software. This cost will include the upfront cost of the technology, as well as ongoing maintenance costs. Staffing: Hiring additional personnel to manage and maintain the new technology, as well as to provide operational support, will also be necessary.

This will include the cost of recruiting, hiring, and training these staff members. Training: The existing staff will need to be trained in how to use the new technology and operational tools, as well as how to manage the new systems. This will require dedicated training resources and programs. Consulting: In addition, consulting services may be necessary to help facilitate the transition to the new technology and operational tools, as well as to provide additional guidance and support. Other: Other costs may include marketing, communications, and other services to help promote the change project, as well as any additional resources that may be needed. What is the timescale or timeline for the project (as it happened or will happen)?

Finally, it is important to create a culture of continuous improvement. This means that the changes made should be monitored and evaluated regularly to ensure that they are meeting their goals and objectives. Additionally, feedback should be taken regularly to identify areas where improvements can be made. This will help ensure that the changes made are effective and will help the company stay ahead of the competition. What are the key performance indicators that will be monitored during the project? The key performance indicators that should be monitored during the project are: Employee Satisfaction: It is important to monitor employee satisfaction throughout the project to ensure that the changes are having a positive impact on the people who are most affected by them. This can be done through surveys, interviews, or focus groups. Customer Satisfaction: It is important to monitor customer satisfaction throughout the project to ensure that the changes are having a positive impact on the people who are being served by the airline. This can be done through surveys, interviews, or focus groups. Cost Savings: It is important to monitor cost savings throughout the project to ensure that the changes are having a positive impact on the airline's bottom line.

This can be done through analyzing financial statements and tracking the costs associated with the project. Operational Efficiency: It is important to monitor operational efficiency throughout the project to ensure that the changes are having a positive impact on the airline's operations. This can be done through analyzing metrics such as on-time performance, customer complaints, and turnaround times. Technology Upgrades: It is important to monitor the progress of technology upgrades throughout the project to ensure that they are being implemented according to plan. This can be done through analyzing metrics such as the amount of time it takes to complete tasks, the number of errors that are encountered, and the overall user experience.

On the operations side, modern technology and tools will help increase efficiency and accuracy. This will help Southwest Airlines reduce delays and increase customer satisfaction. The technology and tools will also help reduce costs associated with manual processes and improve forecasting and scheduling accuracy. On the human resources side, modern technology and tools will help simplify and streamline the process of managing employees. This includes scheduling, payroll, communications, and training. This will help reduce time spent on administrative tasks and increase the time spent on developing relationships with employees. In terms of quality, modern technology and tools will help improve the quality of services provided to customers. This will help ensure that customers receive the best possible experience with Southwest Airlines.

The technology and tools will also help reduce customer complaints and increase customer loyalty. The investment in modern technology and tools will have a positive impact on employees. This will include increased job satisfaction, better morale, and improved communication. The technology and tools will also help reduce stress levels and increase productivity. This will help employees feel better about their work and more motivated to do their best. In conclusion, investing in modern technology and tools will have a positive impact on operations, human resources management, quality, and employees. This will help Southwest Airlines increase efficiency, reduce costs, improve quality of services, and increase employee satisfaction. This will help ensure that Southwest Airlines can provide the highest quality service to its customers and remain competitive in the industry.