Britania

Part III
There are several recommendations that we came up with to keep the change effort intact and in turn keep the culture strong. They are 1) adjust the vision to avoid complacency, 2) articulate connections between new behaviors and corporate success, and 3) ensure leadership development and succession. These changes will help solidify the corporate culture and set the stage for future process improvements.
1) Adjust the vision to avoid complacency
The customer service focus is already in place and provides a nice foundation for the firm. To build on to this, we recommend focusing on efficiency opportunities while maintaining the high quality customer service that has been exhibited over the past decade. As we have learned from Southwest, virtually every area of an airline can benefit from improved efficiencies and these will ultimately result in expense reduction. Employees recognize the need for improved efficiencies. For example, one engineer stated “ We waste s...