Organizational Citizenship Behavior Conceptual Model Assignment Sample

• Subject Name : Leadership Management

Leadership and Management

Q1:Explain the ways Greg Brenneman paid attention to the three areas of the triad of awareness and discuss which area he could have paid more attention to.

ANS: Greg Brenneman paid great attention to triad of awareness. He paid attention to these aspects by putting into action emotional intelligence which is the foremost step towards revival plan

He paid attention to three main aspects i.e. customer satisfaction and why the airline lost its major customers who were travelling in business class when they changed the services to save the company from bankruptcy in the third time. But he analyzed with his own senses that cutting on services will only lead to lose of customers and also he took the initiative to call each unhappy customer and agent to ask for their grievances and also listened to them, but in the end of such calls with huge buildups and anger for the company’s policy , they assured the clients to have believe them again and help in making them services better with constructive feedback (Brenneman,1998).

Another striking point which an eminent leader can only see is that realistic offers and no false promises of extra better services in a low budget. This he did by cutting on advertisement costs and also advertising what was actually possible and not giving false hopes.

 Also he realized the, the most basic ground level problem which was of utmost importance was that staff needs to changed and that too from the ground level baggage handlers to the top level senior managers as he believed that to save the company as a leader everything needs to be changed right from the grass root level and not only changing the top level seniors who had a casual work approach will help. Also, he checked onto every small detail that why the company’s funds were shown to be much higher than they actually were. Most importantly he went onto realizing that a n organization can grow and ensure continuous development only if employee satisfaction is kept at par with client i.e. customer satisfaction.

As a leader he should focus more on employee satisfaction and developing positive workplace environment as it will help to improve company’s productivity as well as help in offering better services to the clients. Constructive criticism and regular feedback is the best way to ensure company’ continuous development. Also, it will help to build up a trust in the employees for the organization and aligning the growth of individual employees with company’s objective is the ultimate goal of a leader (Chong, 2016).

Q2: In what ways did Fletcher Jones and Brenneman effectively address the three recurring paradoxes?

ANS: Fletcher Jones and Brenneman effectively addressed the three recurring paradoxes by the systematic leadership and management approach. It was based upon paradox situations that hinder development and also land people in stressful situations due to poor management and also when none is ready to take a lead to help save the organization and only personal gains are given top priority. Both Fletcher Jones and Brenneman showed up great leadership skills in their bad times and the situations were alarming.

Firstly, to address the problem of inequality and injustice towards employees, the leaders did not flee up from the problematic situation and rather they went to grass root levels to rectify the current worsened situations. The leaders went to have feedback from the employees about the organization and how ill treatment was done at their workplace. This problem was addressed by the fact rather than cutting salaries and not providing insurance coverage to the employees, the lazy employees should be removed that prove to be a liability for the organization rather than bring an asset. This will help them in providing timely wages to employees and also work schedules need to be kept a priority. In case of airplane company, a lot of employees were useless for the organization and had illogical work plans that incurred extra cost to the company. So, the whole work plans and the turnaround schedule was revised up by arranging meeting with different departments within the organization.

 To improve the customer satisfaction, the top priority of a leader was to provide a proper schedule of services and also build up a good company reputation by offering help and good services to customers. Also it an important fact considered by the leaders in both the situations was that rather than cutting back on costs and services it was important to understand client’s needs and work to improve the quality of services to broaden the customer base and also improve the overall customer experience making it a fun for both the client as well as the employee and service provider.

Other issues that was addressed efficiently was to not provide any false hopes to the the customer as well as to the employees. This was ensured by cutting down advertisements and also not writing any illogical service facts which were beyond the limit of service. Another major issue that was resolved was that to buildup employee satisfaction and trust, the employees were asked to take hold of their offices and no need to follow conventional rule diaries.

Q3: Describe the ways in which the theory of the business can be used to explain Brenneman's actions and evaluate whether Brenneman's actions suggest that he had a transformational business model.

ANS: Brenneman's actions clearly show alignment with the theory of the business. His thought process and understanding of the business arena strategies and also he analyzed how the company was built and what kind of management decisions were taken in the past. Another major action as per the business model was that, what strategic decisions were taken by the leader to improve the present situation.

He made sure that the customers knew about what kind of services were offered to them and no fake promises were made in context of service quality offered by the airlines company.

 Brenneman's actions clearly showed the study of past management strategies used which led to bankruptcy two times in the past. Also, he emphasized on the fact that success of the present organization depends majorly on client responses and what kind of services they want and the clients are ready to pay for willingly determine what the customer is willing to pay for today and will most likely be willing to pay for in the future.

• Another major approach for successful business model as per his actions is focus which he employed by looking into small details of the corporate setting and also, he helped to align the individual goals with the organizational objectives.
• Another powerful action used by him as a leader was shaping the reality and seeing to the actual budget and funds of the company as the company earlier showed a monetary asset much higher than the actual company value.
• Also, as a leader and an effective a manager he looked into the changing company trends and worked upon changing the flight meal menu as compared to the tasteless conventional menu.
• As per the transformational model (Cowan-Sahadath, 2010) of management and leadership is concerned, Brenneman’s actions clearly employ the transformational leadership strategies. His actions clearly align with personalization of the services as provided to business class clients as per their needs and wants.

Also, his leadership actions clearly demonstrate the closed-loop strategy with breaking the doom loop of irrelevant advertisements which could lower their market value.

Also, he used the approach of usage-based pricing by providing quality products in meal so that the customers are willing to pay for the product.

The approach clearly showed the transformational business model which was based on right away and all which means transformations have to be done instantly without wasting time in making irrelevant decisions which cannot be implemented quickly and might otherwise have led to 3^rd bankruptcy of the organization of transformational models were not employed.

Q4: Explain what Brenneman did to overcome two of the obstacles to learning discussed by Gino and Staats and discuss how Brenneman's actions align with two of the secrets of the super bosses as outlined by Finkelstein.

ANS: Brenneman engaged in the action plans to overcome two of the obstacles to learning discussed by Gino and Staats. Continuous learning culture (Chong, 2016) is important in every organization and leaders need to ensure that this culture is aligned with company’s developmental processes (Bakardjieva, Felt and Dumitrica, 2018). Brenneman’s actions clearly state that the present organization had obstacles to the learning processes and without corrective measures the Continental company (Marx, 2019) was offering looming services and also approaching to third bankruptcy.

His actions to overcome obstacles were that he monitored the performance in the marketplace, tracked their monthly load factor, revenue per available seat mile, and quarterly cost and profit margins (Azad et al., 2017). Also, to monitor the product and the work schedule including cost to company which is a major obstacle faced by the company. Also, he analyzed the alarming situation of cash deficiency in the company. The company was in a self-destructive mode. Some of the finance people had regularly been inflating the profit projections by plugging in overoptimistic revenue estimates.

He discovered Continental’s real cash situation, unless they restructure the obligations, they will not be able to make payroll as per the scheduled time. He got into a dilemma as either he could declare bankruptcy or or convince creditors that the Go Forward Plan was going to work and then craft a very quiet restructuring.

Q5: In what ways (if any) did the actions of Brenneman and Fletcher Jones suggest that their businesses were Purpose-Driven'?

ANS: Actions of Brenneman and Fletcher Jones suggest that their businesses were Purpose-Driven. This is supported by the fact that they want to add a value to their services and took action on something bigger than its products and services. The work map and the roadmap towards successful businesses is possible only if the company has positive market value (Boerner and Streit, 2005). In addition to this rather than only increasing funds and clientage they were concerned about the jobs of their employees and did not want to make them jobless. Also, they had a purpose that even if some employees had to resign, they should be dealt respectfully and their services towards the organization should be considered important by the organization. Another purpose for this action plan to was to cut down the maintenance cost of aircrafts i.e. cutting down maintenance costs for the organization but at the same time ensuring the safety of employees at workplace as well as the client safety (Bakardjieva, Felt and Dumitrica, 2018).

Another action taken by them was to beautify the aircraft interior by painting as repair as well making the logo more attractive so that the employees do not feel ashamed of their workplace logo in public places. The ultimate purpose was to make the place a fun both for the employees as well as the for the clients so that they enjoy using the company’s services.

The action plan used by Brenneman (Bell, 2003) was based on quick implementation and also realistic strategies with all shortcomings to be considered. He himself travelled in the plane and observed the shortcoming and the looming service quality as well as the delayed flights without any concern for the customers and also no announcements were made about delays. He observed the schedule was not set up properly and the team was not working in a strategic direction (Jensen, Potočnik and Chaudhry, 2020) as well as the route was not set properly which made an extra cost to the company. Also, he worked upon the funds that were not correctly shown and the accountability factor was missing in teams.

Another major fact was that the employees were not much concerned about the organization as they could not make decisions on their own and had to rely on useless work plan records.

He himself called the company supreme clients and listened to their grievances as some of them shouted over him but in the end, he resolved the issues by ensuring that it was new start and client satisfaction is top priority along with employee satisfaction. Several plans were made by him like : Our Go Forward Plan, Fly to Win which was the market plan, Pulling out of a Nosedive, Clean House plan and many much plans that ultimately helped to raise the company funds and revive the company’s assets and reduce the liabilities

References for Leadership and Management

Azad, N., Anderson, H., Brooks, A., Garza, O., O’Neil, C., Stutz, M. and Sobotka, J., 2017. Leadership and Management Are One and the Same. American Journal of Pharmaceutical Education, 81(6), p.102.

Brenneman, G. 1998, Right Away and All at Once: How We Saved Continental', Harvard Business Review, 76(5), pp162-173.

Marx, R., 2019. Feel free to fail once in a while: We all do! That's how we learn from life's lessons. Education Review, 26.

Cowan-Sahadath, K., 2010. Business transformation: Leadership, integration and innovation – A case study. International Journal of Project Management, 28(4), pp.395-404.

Anderson, D. and Anderson, L., 2011. Conscious change leadership: Achieving breakthrough results. Leader to Leader, 2011(62), pp.51-59.

Boerner, S. and Freiherr von Streit, C., 2005. Transformational Leadership and Group Climate-Empirical Results from Symphony Orchestras. Journal of Leadership & Organizational Studies, 12(2), pp.31-41.

Bell, A., 2003. Developing Teams through Project‐based Learning20032Jean Atkinson. Developing Teams through Project‐based Learning. Aldershot: Gower 2001. 168 pp., ISBN: 0‐566083671 £41. Library Management, 24(8/9), pp.451-451.

Chong, S., 2016. A Conceptual Model of Organizational Citizenship Behavior Motives. Academy of Management Proceedings, 2016(1), p.11112.

Jensen, M., Potočnik, K. and Chaudhry, S., 2020. A mixed-methods study of CEO transformational leadership and firm performance. European Management Journal.

Bakardjieva, M., Felt, M. and Dumitrica, D., 2018. The mediatization of leadership: grassroots digital facilitators as organic intellectuals, sociometric stars and caretakers. Information, Communication & Society, 21(6), pp.899-914.

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