British Airways implemented a new swipe-card system to improve organizational effectiveness. They conducted a 6-month pilot test but failed to effectively communicate the changes to employees. This led to misunderstandings among employees and a decline in worker satisfaction. To avoid similar issues, British Airways should have built transparency with stakeholders, communicated the changes more clearly, and involved front-line workers in the change process.

1. British Airways case
DG 6
Albert Endi, Audria Praweswari, Mitsalina Shafwa,
Laudita Larissa, Yosua Danny, Karina Aldilla

2. Organization Development
• The top management of British Airways is committed to
the process of change by doing the changing in absent
system using swipe-card system.
• In order to improve the effectiveness of the organization,
British Airways establish the swipe-card system.

3. Sense-Making
• To acknowledge the advantage and disadvantages, British
Airways establish the pilot test in 6 months
• Lack of delivering the change in sense-making even if
British Airways has a good idea or concept, so there is a
misunderstanding in employees perception

4. Change Management
The change on the technology
Manual
Swipe card

5. Contingency
• Development Transition where the leader acts as a coach
shared commitment from organizational members.
• But the British Airways' stakeholders fail to build the
transparency of relationship and it’s affecting workers’
condition in which the respect is declined.

6. Processual
Processual approach has 5 stages:
 Problem-sensing
 Development of concern
 Understanding of the importance of the problem
 Planning and acting stage
 Stabilizing change

7. Question 1
The Key Issues:
the failure of implementation of swipe card

8. Question 2
To avoid the same situation:
• Spread the rumors and ask for feedback first
• Make the front-liners realize that they are participating in the changing process.
• In a complex company, like British Airways, they should have an understandable
steps in their management
Recommendations:
•
Communicate the change to all stakeholders to get transparency and understanding
among them
•
Choose the low season, to avoid the negative public perception
•
Make a steps to change, do not change suddenly

9. Question 3
The best way to solve this swipe-card issue is to change the
perspective towards it within the management so that both of
top management and the labors understand its benefit

10. Question 4
The conclusion from this situation is the British Airways should
have a better communication