1. Prof. Steve Phelan Lecture 19
Change Management
Prof. Steve Phelan
Lecture 19

2. Today Continuous change in the airline industry LMZ Chs 42-44
Cases: Northwest and Singapore Airlines
Change, stability and renewal (1999)
LMZ Chs 42-44
Managing discontinuities (1998)
Seven practices of successful organizations (1998)
The new agenda for OD (1997)

3. Change, Stability, and Renewal
Jargon
Entropy, closed system, open system, positive feedback, dissipative structure, self-organization, self-reference, autopoiesis, autocatalytic
What is the main point of this article?
“Systems evolve to greater independence and resiliency because they are free to adapt, and because they maintain a coherent identity throughout their history.”
“What endures is process – dynamic, adaptive, creative”
Disturbance triggers self-organization/transformation

4. Northwest
Use your knowledge of change to contrast Rothmeier and Dr Ken’s styles of change management
Was Rothmeier a good CEO? Was the turbulence handled well?
Was Dr Ken a
What could have been done differently?
For the merger?
For the customer service orientation?
For the unions?

5. Singapore Airlines Questions
Can the airline contain costs without sacrificing service?
Were security and service inevitably in conflict?
Could it grow yet maintain its high service standards?
Particularly given values in the new generation
What makes it so different fro Northwest?

6. Pfeffer The seven practices are:
Employment security
Selective hiring
Self managed teams
High compensation contingent on performance
Training
Reduction of status differences
Sharing information
Best way of unlocking Vaill’s latent energy?