Posts Tagged ‘commitment to organizational success’
By now many in the US and all over the world have heard about or viewed the video of the United Airlines passenger being forcibly taken off from the airplane. Here is a real time example of how misalignment continues to be the true foil impeding organizational success.
As someone who avoids airline travel like the plague because of the hassle, it has been a long time since I actually read the policies stated when purchasing an airline ticket. Yet it is my current understanding, the policies do state that all seats are subject to certain conditions and passengers must follow the requests of airline employees. Airlines reserve the right to remove passengers if for example the airplane is overbooked.
Where the misalignment reared its ugly head is in the communication specific to the lottery. The lottery was not for ALL passengers as it excluded first class and rewards passengers.(Source: Radio news)
When one reads United’s commitment to its customers (via website), United Airlines the following:
“Our goal is to make every flight a positive experience for our customers.”
This statement which I am presuming is to showcase United Airlines’ commitment to organizational success does not separate customers by first class, business, rewards or coach. All customers are supposedly treated equal. Yet we now know this is not the case.
Additionally, the CEO “doubled down” on the incident and blamed the passenger. Yes, the passenger was at fault for not following the policies of the purchased airline ticket.
However. United is not blameless and is in violation of its own commitment to customers. This misalignment will hurt its ongoing organizational success as its recent stock drop of 3.7% resulting in a loss of $830 million.
Misalignment is continues to be one of the true foils (usually undiagnosed) that impedes organizational success regardless of the organization’s size. For both small to large organizations, often what happens is executive leadership takes a retreating position. In this case, the CEO blamed the customer instead of addressing the real foil – misalignment.
To learn more about misalignment and its impact on organizational success, I recommended this book Fail-Safe Leadership. It is an easy read and provides questions at the end to prompt further discussion and reflection.Share on Facebook