Case study: Airline

Written by Chantal Milloy | Jul 23, 2025, 8:41:29 PM

The Organization

Canadian-based global airline experiencing rapid growth and expansion.

The Project

Develop internal change capability by building a trained Change Agent network, Creating a Change Office, embedding Change Leadership competencies at every level and working with internal governance structures to ensure Change Management has a seat at the table and People Risk is being surfaced and mitigated.

Key Challenges

Organization did not have mature governance structures to integrate with easily.
Cowboy culture – projects were completed quickly without a lot of “red tape”. Change Management was initially seen as “slowing them down”.
Belief that culture conquers all – people will adopt any change because they love our compnany.
Leadership was overwhelmed and quite often inaccessible, leading to a strong tendency to delegate leadership authority down.

Our Approach

Partner with internal sponsor and train a few key “change ninjas” to build a small group internally with Change Management skill.
Develop a Desired State roadmap for organizational change capability with “change ninja” group.
Support an initial project/program to prove out the methodology.
Work with key HR sponsors and leaders to determine potential “change agents” that represent all areas of the organization.
Train initial change agents using a specific project to ensure immediate application of methodology.
Build Change Office slowly, beginning with one key individual who would later lead the team.

Key Outcomes

01: Development of organization-wide change agent network representative of all departments.

02: Development of Change Center of Excellence staffed with internal experts skilled at triage and central change service.

03: Development of processes for engaging Change resources and ensuring Change Management conversations are part of every project.

04:Integration of Change Management leadership training with existing leadership training modules.

05: Licensing and branding of our change management methodology as their own to reflect company culture.

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