Assessment No.
1
Report (50%)
3000 words
Due Date: Friday
9am, Week 7
The Case
Fox Airlines is a luxury Australian airline flying a number of major
International routes. It was established in 2014 and had a few very strong years of performance as it offered a high end service inclusive of empathetic and warm customer care to all customers regardless of ticket type. In particular, ground crew (employees engaged in customer interactions in the airports) showed customers substantial thoughtfulness and friendliness, and worked together to ease workloads during busy periods. High levels of employee satisfaction were also recorded, with employees feeling motivated and engaged with their work, and empowered to make decisions without immediate supervisor approval.
In th last twelve months, however, Fox Airline’s performance has been hindered by ground crew employees with low leadership capabilities and overall poor functioning teams. Employee satisfaction in these teams has decreased significantly. Through initial problem identification, Fox Airlines has found a number of issues that may be affecting the organisation’s internal functioning:
i. Teams display signs of poor interpersonal dynamics, including ongoing conflict between junior and senior crew, with this conflict due to an ‘overorganised’ ground crew hierarchy.
ii. Employees increasingly lack communication skills required to interact
with each other in busy or high stress situations. Tensions within the teams are high because of some conflicts that have occured, with employees talking about each other and displaying some hostile behaviour.
iii. Although the ground crew employees are highly motivated and seeking to learn, Crew Managers are actively restricting their ability to make decisions and respond to changing situations as a way of preserving power. Employees are feeling bored with the monotony of their work tasks.
iv. Managers often reprimand ground crew in front of customers, which is confronting for the ground crew and does not help them to understand areas of improvement.
v. Performance management and skill development of employees is minimal once they are on-the-job, and high levels of turnover are being recorded. Employees do not feel they are learning how to improve and grow in their role.
Responsible for customer service and related service processes (checking in, security and clearance checks, luggage control, flight boarding and customer service at the boarding gate, passenger administration; paging for customers) including responses to emergency situations, ground crew’s satisfaction with their job and ability to function collaboratively in a fast paced environment is vital for the specialised nature of work required.
Consequently, Fox Airlines has decided to embark on a process of organizational development. The vision for this organizational development is to target three pillars: service excellence, knowledgegrowth and service leadership. To enable innovative progress towards this vision, Fox Airlines has decided to employ an organizational development practitioner with strong change management competence in the private service sector.
The Challenge
The purpose of this report is to assume the role of a successful hospitalitybased OD practitioner (external change agent), who was employed to improve Fox Airline’s organisational effectiveness. One year after forming an initial contract with the organisation, you have now completed the significant organisational development process. You are required to create a report for Fox Airlines, identifying and critically analysing the organisational development process and activities taken.
Note: You do not have to address all organisational issues identified in this brief.
Additional Requirements
Within your report you will critically analyse the various definitions of OD, and the relevant theories and methodologies around OD and change
management. OD interventions related to improving people, process, structure and strategy are required as part of analysing and justifying the process of change implemented.
A minimum of twelve full-text academic journal articles are required. Textbook sources can be used as supplementary references. Lecture notes are unacceptable as a form of research.
Your report is to be composed in the past tense.
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