Solution

What should Mina do?

Objectives:

1. Send a strong message across the organization on the consequences of negligence on the job.
2. Improve the system to prevent individual errors creating a major crisis situation.

One of the critical issues at hand is of the prevailing work culture that is growing in the system. The older officers joined because they considered national security very seriously and considered their jobs as very important. Their motivation for their role is aligned with the vision and mission of the TSA. On the other hand, the newer recruits have a laxed attitude and consider this as simply a job. This growing rift in the attitudes of these officers creates a detrimental working environment where the exact role of the officer is unclear. Sanchez’s call with his daughter illustrates this larger lack of focus. If an exceptional employee such as Sanchez felt that it was alright to call his daughter, there is a devastating change in the working norm, which needs to be addressed.

Short-term:

Despite his previous performance, Sanchez would need to be dealt with firmly and stand as an example to other officers. Given the gravity of the consequences, it is important for other officers to know that they will be dealt with harshly and severe punishment for lapses. In the long-term, efforts should be made to ensure that the agency can support them by any means possible by providing suitable workplace environment and processes:

• Specific to Sanchez

• A written & verbal warning thereafter which any breaches would result in dismissal. Sanchez would further need to attend a compulsory one month training without pay (with counselling) and three months of observation by a LTSO. If Sanchez is not willing to comply with these terms, he should be dismissed.
• During his period of unpaid month, he should be given a task of suggesting changes in the workplace culture since he was an ideal employee and provide a detailed report on the changes that can be made in the queuing process of passengers, if any. He should be able to adhere to this task since it is known that he has a positive influence on people around him and should be eager to prove himself after the breach.  
• He can also be given a position/role where he is allowed airport access/work at a position different than what he is working at right now. For example, he can be put on lane discipline from exit control/baggage screening.

Strict mobile phone policy to be reinforced: The agency should immediately ban access to mobile phones on the job. This should be a visible gratification to the airlines and other stakeholders to show that changes are being made within how the agency functions