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This organization’s goals have been achieved through effective leading, controlling, planning and organizing functions; the study of the individuals and groups in JetBlue which brings the organization behavior known as JetBlue experience (Schermerhorn, 2012). To achieve a wide application, a behavioral science approach was applied by JetBlue by planning and re-enforcing of organizational strategies, process, and structures in order to improve the effectiveness of JetBlue.
For this, JetBlue developed a System Operation Center to become an organ for making decisions, teamwork, communication and offering leadership to crewmembers in order to offer excellent services to customers. This has been done through total utilization of the process of change in behavioral science technologies, theory, and research. The long-term strategy of JetBlue has been to change attitudes, cultural values, attitudes and organization structures. To achieve this, JetBlue had to renew its capacity and transform itself into a learning organization (Kondalkar, 2009). To change the operating environment, JetBlue had to reorganize itself to fit in the modern environment.
Change had to be managed from the top by Senior Vice President (Operations) (Organization Development Network, 2015). Change is part of the organization culture at JetBlue; thus the department within the organization must help SOC in improving JetBlue and directors always lead the crewmembers. This is espoused in the values and beliefs of JetBlue with clear enshrined goals, aspirations, rationalization and ideologies (Schein, 2010). SOC develops goals and objectives, trains and develops crewmember skills at JetBlue University. This is done by developing complete HR training modules suited for each department and as per the requirement of the director. Surveys are done in order to measure the level of achievement of success in JetBlue. This has also been made possible through applying basic assumptions and
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