The Hands-on CEO of JetBlue, Case Study Example

Organization behavior refers to the study of the behaviors portrayed by the human resources in the workplace, interaction between people amongst themselves as well as their relationships with the organization. The behavior enables one to understand, explain, predict, and control behaviors. Neeleman- a former CEO of JetBlue airline- demonstrated his understanding of the organization behavior in many ways during his tenure. First, several Neeleman actions, demonstrated that he understood the company’s customers behavior and on countless occasions he endeavored to improve the organization – customer relationship. For instance, he knew that customers are concerned about the safety when an airline flies 25 years old planes. For this reason, he ensured that JetBlue only fly new, state of the art planes. Again as a CEO, Neeleman believed that if an airline is to survive in the industry, it has to make personal connection with its customers. For this reason, JetBlue fitted their planes with leather seats that are more comfortable. Again, when the JetBlue flight 292 narrowly escaped a crush Neeleman released a statement to acknowledge the problem and thank all that were concern for the assistance. Such a statement helps to build customers confidence with the company. This business philosophy is expressed on the company website by this statement. ‘Every JetBlue crewmember is dedicated to ensuring that your flight with JetBlue is the very best you will ever take.’ All these instances demonstrate that he understands their customer behavior.

As a manager of the company, Neeleman also portrays an understanding of its employee. He is obsessed about keeping them happy. That is why he emphasizes on the quality of supervision, by encouraging his supervisor not only know their subordinates, but also, their families and challenges. By so doing the employee, knows that there is a personal touch to the company. Moreover, JetBlue appreciates that the airline business is a people’s business.

As a manager, Neeleman believes that an airline company has to make a personal connection with its customers for them to survive in the industry. Thus, he constantly endeavors to ensure that customers are happy. In fact, at JetBlue they have a saying that, ‘you are either serving a customer or serving someone who is serving a customer’. Therefore, Other than flying the airplane, the pilots should also provide other services to the customer. In this regards, At JetBlue, all employees – even, CEO, and pilots- pitch in for clean up duty. In the same way, Flight attendants are trained on how to provide service to customers with a retro flair.  Moreover, Neeleman was determined to bring back new altitude and new concept of service. He was also determined to bring pleasure and style back to flying. And according to him, This could only be achieved if every  employee participate.  Beside Neeleman was, determined to reduce the airline operational cost.  When all employee participate in clean up roles, the airline turnaround average at 35 minutes. This enabled the company to keep their profit margins high.

According to one leadership theory, group members are likely to be more satisfied and productive when the leadership establishes a good relationship with them. Over the past few decades, organization behavior skills have gained importance in the modern workplace. Thus, appropriate interpersonal skills are essential for any enterprise to survive in the modern workplace.

As a manager, Neeleman used his organizational behavior knowledge to establish a good relationship with the company employee and customers. To remain successful, the company should maintain the good relationship through studying the employee and customers behaviors. Studying the organizational behavior can enhance the managers’ effectiveness. It offers advantages such as, skills development, personal growth, and enhancement of the organizational and individual effectiveness. In additions, Study has indicated that, employee are more productive when they feel that managers care about them.