The aims of this paper are to evaluate the leadership of Carolyn McCall in EasyJet. The finding of this paper discloses that McCall is a successful leader along with strong management skills. She has very effective leadership and management characteristics. Carolyn McCall is a courageous customer-focused leader. She is incredibility authentic in terms of customer care. She always supports and acknowledges the staff regarding excellent customer service. She meets customers and loves sharing experiences-both positive and negative- with customers. She makes direct contact with the customers on regular basis and accumulates expertise in customer-centricity by facilitating true empowerment, sharing best practices, and learning from the best.
Thus, she has been able to turn EasyJet from a worse situation into a steadily growing profitable company in the competitive airline industry of Europe. EasyJet has reported record annual profits by doubling revenue during recession times. In 2014, it gained £450 million of net income and £4.5 billion of revenue. In addition, it has increased on-time performance rat up to 90% and passenger number increased (by 43%) to 65 million in a year. McCall has expanded the business operation of EasyJet in the lucrative European travel and tourism market. In a word, Carolyn McCall has successfully recognized the biggest market opportunities and taken these opportunities by ensuring quality services along with better network and frequency. Therefore, McCall is the perfect person for EasyJet during the times ahead.
Table of Contents
2.0 Is McCall a manager or a leader or both?.
2.1 What is leadership?.
2.2 What is Management?.
2.3 Difference between leaders and managers.
2.4 Is McCall a manager or a leader or both?.
3.0 The characteristics and skills that have helped McCall drive the company forward.
3.1 Characteristics of an effective leader
3.2 The characteristics and skills that have helped McCall drive the company forward.
4.0 What could be the consequences of taking her style too far?.
4.1 Leadership theories.
4.2 Leadership styles.
4.3 Leadership theories and styles practice by McCall in EasyJet Airlines.
A consequence of taking her style too far
5.0 Will McCall be the right person for EasyJet during the times ahead, or does the company now require more of a ‘manager’ than a ‘leader’?.
Leadership is now a hot topic in the current business world including the airline industry because of severe competitiveness and frequent changes in customer needs and expectations. This paper aims to critically analyze the leadership practices in businesses in the case of Carolyn McCall in EasyJet Airlines. This paper first discusses the leadership concept in comparison to the management concept and evaluates if McCall is a leader, a manager, or both. Then, this paper outlines the characteristics of good leaders and discusses the skills and characteristics of McCall as a leader that have supported her to bring success. The next section discusses the leadership theories and styles practiced by McCall. The last section in this paper evaluates how McCall is effective as a leader and manager in the current operation of EasyJet.
2.0 Is McCall a manager or a leader or both?
2.1 What is leadership?
Leadership is an individual’s ability or the group’s ability to guide or influence the members as well as the followers of a company (Michael, 2010). Leadership is the skill to inspire or motivate the admirers or followers of an organization (Zammuto, 2012).
2.2 What is Management?
Management is a procedure of achieving the goals or objectives of an organization by operating with the people and resources of this organization (Zammuto, 2012). Management is a type of principle which is involving to the different functions of an organization as well as helps to gain the goals of an organization (Management Study HQ, 2017).
2.3 Difference between leaders and managers
A leader is always developing or inventing innovative or new strategies or techniques for an organization. A manager mainly maintains or organizes the works and the employees of an organization (Monnappa, 2017). Leadership is the proactive strategy but management is the reactive strategy (Zammuto, 2012). Leadership highlights inspire the people but management emphasizes managing the activities of an organization (Surbhi, 2015).
Table: differences between manager and leader Source: Zammuto (2012)
2.4 Is McCall a manager or a leader or both?
McCall has been widely recognized as both a leader and manager. She has gained outstanding leadership and management achievements along with incredible growth in EasyJet Airlines. The CMI (Chartered Management Institute) in London gave him the highest honor (gold model) because of her unbelievable leadership and low-cost airline soar into the FTSE 100. When she joined EasyJet in 2010 faced an operational crisis with poor passenger satisfaction, severe criticism for tardy on-time performance, and low employee morale. Effective leadership and management of McCall have improved flights arriving on-time rate from 51% in 2010 to 90% in 2014. She successfully brought changes in the business of EasyJet. She said, “People are the things that really change businesses as well as makes businesses better”. According to CMI (2017), she is not only a successful leader but also a successful manager. She has reinvented management at EasyJet Airlines. As a manager and leader, she has combined integrity with commitment and inspiration to delivering outstanding business performance for EasyJet (Edomi, 2013)………………….