Learning Goal: I’m working on a business case study and need an explanation and

Learning Goal: I’m working on a business case study and need an explanation and answer to help me learn.Case Study: -Case: Delta / UnitedAlthough all airlines have an incredibly long list of policies and rules they have to follow in order to be consistent and to guarantee passenger safety and security, two examples show that there can be a great deal of latitude in how employees approach unique and novel situations. On April 9, 2017, a video of United Flight 34l l’s passenger Dr. David Dao went viral. The video showed Dr. Dao being forcibly removed from the airplane by Chicago airport officers after he refused to leave his seat after the airline had overbooked the flight and needed to sit some of its own employees on the plane. Dr. Dao ended up with a broken nose and two missing teeth. United ended up with a public relations nightmare, a drop in its stock price, petitions to boycott the air­line, and calls for the CEO to resign. Dr. Dao settled with the company for damages, but United is still feeling the impact of what many say were culture-based decisions to this day. According to insiders and ex-employees, United had developed an efficiency culture to where employees were expected to “follow manuals” and were hesitant to do anything that wasn’t strictly according to written guidelines. On the day in question, once United gate agents had no takers for their offer of $800 and a hotel voucher, the agents (following the rules) used a computer program to identify the passengers of “least value” to the airline. Once Dr. Dao was identified and refused to de-plane, the agents (following the rules) called for airport security. The airline was vilified on social media for not coming up with other options. United CEO Oscar Munoz called the event a “system failure” and that United hadn’t given employees “the proper tools, policies, and procedures that allow them to use their common sense.” In contrast, six months prior to that United episode, a computer outage caused all of Delta’s flights to be grounded for an entire day. (Delta was forced to cancel about 1,000 flights on the day of the outage and another 1,000 over the next two days.) Delta employees recall the event being a horrible experience for themselves and all the passengers involved. CEO Ed Bastian credits Delta’s culture for saving the day. Stories of Delta employees’ empathy with passengers and consistent showing of positive emotions seemed to go a long way with customers, some of whom even expressed support in various ways to Delta employees during the outage. Although most expected a decline, Delta’s monthly customer satisfaction scores actually went up following the incident. 1.Why is an organization’s culture perhaps the most evident during crisis situations? (1.25 Marks ) (Min words 150-200)2.What causes companies like Delta and United to become so different in regard to organizational culture? (1.25 Marks ) (Min words 150-200)3.What will it take for United to overcome its culture that has been built up over such a long period of time? (1.25 Marks ) (Min words 200)Part:-2Discussion questions: – Please read Chapter 16 “ORGANIZATIONAL CULTURE” Carefully and then give your answers based on your understanding.4.Have you or a family member worked for an organization that you would consider to have a strong culture? If so, what made the culture strong? Did you or they enjoy working there? What do you think led to that conclusion? (1.25 Marks ) (Min words 200-300)Important Note: – Support your submission with course material concepts, principles, and theories from the textbook and at least two scholarly, peer-reviewed journal articles.

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