DEVELOPING MANAGER
Problems Faced by Ryanair • The main problem which the ground staff in Ryanair faces is the dynamic changes in the requirement of customers. • The main reason behind this is the lack of power to solve the concern of passengers or to react on the new requirement laid down by customers because of the rigid and strict company like Ryanair has resulted in losing customers. • Though, the company is still cost leadership in the market way ahead from its competitors like EasyJet and British Airways in terms of cheap prices, the company lacks in providing better customer service, because of which, the company has lost few of its customers (Boru, 2006). www.hndassignments.co.uk
Guidelines set by Manager Some guidelines set by me as manager of Ryanair to resolve the problems discussed in previous slide: • Sharing Power and Responsibility to staff: I would give full power and responsibility to the ground staff to take decision which they think is better suited to resolve customer concern. The decision should be quick and should have an answer to customer’s problem. In case of any doubt, the employees are free to concern with their supervisor in informal manner rather than wasting time on performing formal modes of sharing information. • Weightage given to decision making during performance evaluation: I would ask the employees to make a list of such scenarios and take feedback from the customers after resolving their issue. I would promise the employees that good feedback from the customer, will help the employees in their performance evaluation as due weightage will be given and rewarded for their correct actions and smart thinking. www.hndassignments.co.uk
Guidelines set by Manager (Contd.) • Using Vroom’s expectancy model: Following on Vroom’s expectancy theory, I would reward the employees based on their performance which in turn will improve their productivity and will motivate them to work harder and deliver even high quality service to the customers (Van Eerde, 1996).
Vroom Expectancy Model www.hndassignments.co.uk
Guidelines set by Manager (Contd.) • Developing personal relation: I would ask all the employees to share their personal concerns or obstacle which is stopping them in doing their work efficiently. I would provide discuss issues personally with staff members and try to give my suggestions, help and also provide leaves, if required, to resolve the matter (Gustafsson, 1999). • Polite behavior towards customers: I would make it clear to the employees that their nature towards customer should always be polite and respectful. Even while explaining something to customers, employee should not raise his or her voice. Customers are the sole reason for running of business and any sort of disrespect should not be acceptable. I would also help the employees by dealing with one or two customers myself, so that I lead them by my example. It will also help in improving my relationship with ground staff by working closely with them. www.hndassignments.co.uk
Managerial Decisions required •
Training and Development Program: I would organize various training and learning programs for the ground staff to improve on their inter-personal relationship, communication skill as well as their skills to manage customer in a better way (Mullins, 2007).
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Close supervision over employees: I would ask the supervisors to work closely with the employees. I would ask the supervisor to set up goals for each individual as well as for their team. I would also ask them to check customer response and feedback after the employees have taken due action to their issues. These should be submitted to me on regular basis so that I am kept aware of the staff working.
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Managerial Decisions required (contd.) •
Setting SMART goals: I would set up a performance evaluation method which is transparent and easy to understand by all the employees without making it too complex (Kevin R. Murphy, 1995). The goals will be SMART goals and their performance will be decided on their achievement. A proper discussion on performance evaluation will be performed between supervisors and employees to make employees understand their role better.
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Bringing change to the culture: To change the culture, I would offer employees with more power to take solve problems of employees, which will keep their minds stimulated and keep their work interesting each day, thereby keeping them motivated and improving efficiency.
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References • •
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Boru, B. 2006. Ryanair: the Cu Chulainn of civil aviation. Journal of Strategic Marketing, 14(1), 45-55. Gustafsson, A., Ekdahl, F., & Edvardsson, B. 1999. Customer focused service development in practice-A case study at Scandinavian Airlines System (SAS).International Journal of Service Industry Management, 10(4), 344358. Kevin R. Murphy, & Jeanette Cleveland. 1995. Understanding performance appraisal: Social, organizational, and goal-based perspectives. Sage. Mullins, L. J. 2007. Management and organisational behaviour. Pearson Education. Van Eerde, W., & Thierry, H. 1996. Vroom's expectancy models and workrelated criteria: A meta-analysis. Journal of applied psychology, 81(5), 575.
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