Compare the cultural aspects of the International Airways

 

Principles and Practice of Management

 

Compare the cultural aspects of the International Airways with those of their trainers.

 

Case Studies

Case (20 Marks)

Safety of aero planes has been a major issue with airlines. The human life in itself is priceless and any accident evens a minor one is a setback to the accountability and reputation of the airline. Apart from this loss, accidents destroy assets worth in crores of rupees including aircrafts, crew and pilots. The magnitude of an air accident is large and thus all the airlines have to constantly maintain and improve upon safety standards. One critical factor in these accidents is human error. The fact about accidents is that majority of them occur at taking off or landing or within ten minutes of any start or end of journey. These operations are done by pilots and administered by the ground control authorities, thus the human factor becomes important. Considering this, International Airways, a private airline, has recently taken up the issues at major level. The top management has decided to compare and study the best available monitoring systems and adopt the one which is most suitable for their process. The top management decided that one of the actions taken in this direction will be to provide the best training to their pilots and crew. It decided to approach one of the best and most advanced airlines. Eska which is a multinational leader in equipment and quality to train their employees. The deal was finalized and a team of twelve senior trainers and pilots came to International Airways. After initial introductions, twenty pilots and twelve senior crew managers were to start their training under these foreign trainers. The top management also took keen interest in their system developed in house and training schedules. Generally the people at International Airways have been very positive about this training. The Group Chief training Anil has served many national and international airlines and is considered an icon in the industry. He had cultural differences in the company and its counterpart, Eska. He also felt that the cultural difference is even more apparent in the area of development and training. The trainers have a task oriented style and very upright about it. During training, the trainers used the class room teaching and flight simulators to achieve maximum benefits. The group of trainees for around tendays was fully captivated by the teaching style and the techniques displayed. The concept advocated strongly by the trainers were the ones they never encouraged for in their company. The trainers on the other hand emphasized that the ultimate aim to the pilot and the

crew is to avoid a crisis.

Answer the following question.

Q1. What is the case all about? Give brief.

Q2. Compare the cultural aspects of the International Airways with those of their trainers.

Case (20 Marks)

This case is about Ambedkar, who is considered as one of the greatest leaders of modern India. Ambedkar played an important role in the drafting of Indian constitution. He also strived hard for the up liftment of backward sections in India. The reservation policy introduced by him in the Indian constitution opened a number of opportunities for the backward sections in the country. His life offers a number of lessons for modern managers. Bhimrao Ramji Ambedkar (Ambedkar), considered one of the greatest leaders of India, brought about many changes in the country. He fought against the caste system and played a key role in the drafting of the Indian constitution. Ambedkar was born on April 14, 1891, in Mhow (now called Dr Ambedkar Nagar) in the state of Madhya Pradesh, India. He was the last son of an army officer, Ramji Maloji Sakpal. Ambedkar’s family belonged to the Mahar caste, which ranked low in the Hindu caste hierarchy.

Answer the following question.

Q1. Discuss how entrepreneurs can lead their followers in reaching the collective goals of the organization.

Q2. Explain how leaders face the impediments in their growth path and can motivate their followers.

Case (20 Marks)

The case discusses the disaster management programs at the leading logistics company, DHL. Over the years DHL had gained considerable expertise in disaster management and recovery, as it was crucial to maintain business continuity. The company wanted

to leverage the experience it gained in providing service to the customers during emergency for humanitarian causes. DHL joined an initiative of World Economic Forum, Disaster Resource Network (DRN). Several companies from different industries were a part of the DRN and they set up Airport Emergency Team (AET) with the aim of relieving airports of congestion and ensure smooth flow of relief material in disaster affected areas. AET was actively involved in several efforts during Tsunami, South Asia earthquake etc. In Dec, 2005, DHL entered into a partnership with United Nations to establish three teams comprising of employees from DHL at strategically important airports. These teams known as Disaster response Team (DRT) were ready to be deployed in disaster affected areas.

Answer the following question.

Q1. Evaluate how companies can play their parts in the betterment of the society?

Q2. Analyze DHL’S disaster management programs.

Case (20 Marks)

ICICI OneSource (IOS), set up in December 2001, became India’s leading third party BPO company, offering services to consumer industries in financial services, retail, telecom, media and utilities. This case let highlights the initiatives taken by ICICI OneSource to attain BS7999 certification and COPC certification, which are well known

ratings for security and service standards. This also discusses the employee focus of the company by means of its recruitment, training and promotion programs. ICICI OneSource (IOS) set up in December 2001, became India’s leading third party BPO companies, offering services to consumer industries in financial services, retail, telecom, media and utilities. Its global delivery standards resulted in multiple longstanding client relationships with FTSE 100 and Fortune 500 companies and have made it a clear leader among Indian BPO companies catering to the UK market. IOS with a commitment to quality was the world’s first company to achieve COPC (Customer Operations Performance Center) 2000 CSP certification for back office processing and the first Indian BPO company to attain BS 7799 certification. The company had approximately 4000 employees in 2004, across five offshore delivery centers in Bangalore and Mumbai, and in market teams in the US and UK.

Answer the following question.

Q1. Technology and process are core aspects of an outsourcing company. Explain how ICICI One Source (IOS) has imbibed quality in these aspects to achieve world class

service levels?

Q2. Quality in service is enhanced by investments in people. How has IOS leveraged human resources to improve their service capabilities qualitatively?

Compare the cultural aspects of the International Airways with those of their trainers.

 

 

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