West Jet Performance Management

A performance management framework is not only about choosing the right metrics, but also includes developing the right metric alignment and visibility, organizational responsibility, reporting mechanism, and improvement actions. At the root of great performance is a sustaining organizational culture that nurtures and empowers people to succeed. WEST JET was able to not only survive but to thrive in a depressed environment because of its combination of low operating costs, a non-union environment and, most importantly, a unique corporate culture that involve WEST JET employees, as individuals and members of a group, in improving organizational effectiveness in the accomplishment of WEST JET Vision/ Mission Strategy. 

WEST JET succeeded in improving its organizational performance, employee retention and loyalty and overcoming the barriers to communication. The founder and senior executive of WEST JET continued to reiterate at every opportunity, culture was everything at WEST JET. They also developed a strong belief in terms of caring attitude toward their colleagues and guests. A simple, one-line mission statement was developed: To enrich the lives of everyone in WestJet's world by providing safe, friendly and affordable air travel. We can describe the working environment at WEST JET as friendly, caring, fun positive, passionate, honest, open, empowerment, commitments and youthful.

Creativity and innovation were both encouraged and rewarded. Decision-making responsibility was pushed as far down to the front line as possible that aligned with WEST JET core values.

Regular discussion embedded in WEST JET work environment every two weeks, executive and vice-president of operation, held informal meeting with group of staff members. Recognizing employees for their hard work was a task that WEST JET management took seriously. WEST JET was passionate about using the "right" language in treating their gusts and working with their colleagues. For example, the call center was dubbed the "Super Sales Center". WEST JET had no supervisors; instead, the label "Team Leader" was used that had a more positive connotation.