ADMS 2320 Lecture Notes - Lecture 19: Westjet
30 Apr 2018
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ADMS 2320 Tutorial 19 Notes – The Ethical Dimension of Culture
Introduction
• Maintaining this positive and upbeat culture can be difficult, especially within a high-
stress industry that experiences a great deal of uncertainty.
• WestJet management is well aware of the effects of the economy on its industry and
ensures that, even in times of austerity, resources are provided to maintain its culture.
• WestJet has over 200 employee events a year that support and reinforce its culture.
• Eploees ho get it ight ae eogized though a Kudos Coe—an online
program that allows peers and customers to acknowledge excellence when they see it.
• Ee WestJet’s ogaizatioal stutue suppots its ultue.
• For example, the company has a WestJettes oittee of flight attedats ho
meet in order to, among other things, write jokes that can be used to amuse guests on
flights.
• Devoting time and money to this sort of work may seem frivolous to some, but WestJet
sees it as a crucial component of cultural maintenance.
• Eeod’s uiue, sas Do Bell, a WestJet foude ad the ailie’s eeutie ie-
pesidet, ad if ou eae people’s pesoalities athe tha tu the ito oots,
and give them the guidelines and the working environment to blossom, it creates
soethig that’s e had to eko ith.
• WestJet has been able to demonstrate very clearly that a direct link exists between
maintaining its fun, upbeat culture and high levels of customer satisfaction.
• Vince Molinaro, managing director of Leadership Solutions for Knightsbridge Human
Capital “olutios, oseed that fa too a ogaizatios opeate o the elief that
you can have one set of principles and standards for employees, and another
completely different set for customers.
• WestJet is deostatig the poe of aliget etee eploee ad ustoe.
• Organizational cultures are not neutral in their ethical orientation, even when they are
not openly pursuing ethical goals.
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