Telework Takes Flight at
JetBlue Airways
Thursday, July 18 , 1-2pm EST
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In this webinar, Denison's Director of Research and Development, Levi Nieminen, will
share research findings on culture's impact on telework and the implications for
performance within organizations and work groups. We'll also hear from Krist WongYamamoto on how JetBlue Airways successfully implemented a successful telework
program by fostering a culture of coordination and connectedness among their
front-line crew members.
During the webinar, please tweet with @denisonculture with any questions or
comments - we'd love to hear from you!
Presenters
Bryan Adkins, Ed.D.
Levi Nieminen, Ph.D.
Krist Wong-Yamamoto, M.A.
CEO, Denison Consulting
Director of Research and Dev.
Denison Consulting
Acting Manager, Customer Support
Communications, JetBlue Airways
Buzz about telework
Telework is …
… a source of debate and differing opinions
… of scientific interest for about 40 yrs.
Research across levels
What will happen to me?
Which individuals make good teleworkers?
What will happen to my relationships?
How can managers and co-workers
support teleworkers?
What will happen to my organization?
What can organizations do to support
teleworkers?
4 meta-analyses
 Increased autonomy
and flexibility
(medium)
 Reduced work-family
conflict, turnover
intentions, and stress
levels (small)
 No change in job
performance,
satisfaction,
commitment, or career
advancement
 Average hours worked
increases
Source: Nieminen, et al., (2011), Journal of Business and Psych.
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3
2
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Psych. Outcomes
Case-by-case, it depends
Low
High
Frequency of Telework
Does the culture of the group
matter?
Why is telework a “cultural thing”?
It’s about group performance and
dynamics too!
It requires a change in mindsets
It’s about perceptions NOT just
policies
What does a telework-conducive culture
look like?
Are we listening to
the marketplace?
Do we know where
we are going?
Are our people
aligned and
engaged?
Does our system
create leverage?
2013 Denison Study
Question 1: Do the culture traits predict what happens to
work unit performance as a result of telework?
Question 2: Which culture trait(s) matter most?
Source: Nieminen, et al. (2013). Paper presented at the annual
conference for the Society of Industrial and Organizational Psychology.
2013 Denison Study
• A large U.S. government agency, all data collected in 2012
• 329 groups, +11,000 individuals
• Mix of teleworkers (16 per) and traditional office employees (13 per)
• Denison Organizational Culture Survey
• Additional questions about:
– The impact of telework on work unit performance (supervisors)
– Level of supervisor support for telework
– Employee attitudes about telework
2013 Denison Study
Yes!
Performance
Question 1: Do the culture traits predict what happens to
work unit performance as a result of telework?
Low
High
Measured Culture Traits
2013 Denison Study
And … the culture matters above and beyond the effects
of supervisor support and teleworker attitudes.
2013 Denison Study
Question 2: Which culture trait(s) matter most?
The values and norms that
support consistent work
practices and aligned people
and systems.
2013 Denison Study
Question 2: Which culture trait(s) matter most?
 Coordination & Integration
 Agreement
 Core Values
Telework Takes Flight
at JetBlue Airways
KRIST WONG-YAMAMOTO | Acting Manager Customer Support Communications
JetBlue Airways
Consistency and Culture: What Traits Matter Most?
 Core Values
 Agreement
 Coordination & Integration
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CORE VALUES
Core Values
The JetBlue Values
 Safety
 Caring
 Integrity
 Passion
 Fun
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Core Values
Who We Are
“A customer service company
that happens to fly planes.”
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Core Values
Who We Are
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AGREEMENT
COORDINATION & INTEGRATION
Agreement
Coordination & Integration
JetBlue Principles of Leadership

Treat Your People Right

Do the Right Thing

Communicate with your Team

Encourage Initiative and Innovation

Inspire Greatness in Others
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Agreement
Coordination & Integration
Crewmember Engagement
Crewmember
Engagement
Customer Satisfaction
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SO …..
HOW DO WE MAKE IT WORK?
Maintaining Culture
How Do We Maintain Consistency with our Culture?
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Maintaining Culture
Effective Communication

Customer Support Values Committee (CSVC)

SpeakUp Survey & Anniversary Survey

Pocket Sessions/TLC Visits/Annual State of the Airline

Email Communication from Leadership

Regular Meetings, Training, and Phone Contact

JetBlue Intranet

Social Media
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Maintaining Culture
Community & Citizenship: Activities & Events
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Maintaining Culture
Community & Citizenship: Charitable & Community Involvement
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Maintaining Culture
Community & Citizenship: Virtual Community
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At JetBlue, our
culture really is more
than the product we
offer our customers
….
.…it is our
CREWMEMBERS.
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THANK YOU
JetBlue Airways
Video Links
Our Culture is our Crewmembers
http://vimeo.com/70422861
Maintaining the Culture
http://vimeo.com/70422860
Password: jbtelework
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