Analysing the Indian airline Jet airways and its management

Analysing the Indian airline Jet airways and its management Jet Airways is owned by London based billionaire Mr. Naresh Goyal and is a major Indian airline based in Mumbai, Maharashtra. It is Indias largest airline and the market leader in the domestic sector having market share around 27%. It operates over 400 flights daily to 71 destinations worldwide including 47 domestic destinations and 24 international destinations in 19 countries across southern Africa, Asia, Europe and North America. The fleet includes Boeing 737, ATR 72-500s, Airbus A330-200, and Boeing 777-300ER. Jet airways has been repeated adjudged Indias best airlines and won many national and international awards. Company took over Air Sahara in the year 2007 and renamed it as Jetlite. Deal was valued around US$ 500 millions and was largest in the history of Indian aviation. Jetlite is marketed between low cost airlines and full service airlines. Jet Airways is one of the youngest aircraft fleet in the world. Average age of the fleet is only 4.82 years only. The airline industry  exists in an  intensely competitive market. In recent years, there has been an industry-wide shakedown, which will have far-reaching effects on the industrys trend towards expanding domestic and international services. The major development in airline industry is the rapid expansion of global alliance. Such alliances led to provide extended services to customers and sharing cost like airport lounges. Jet airways products Major Products:- Tourist travellers to exotic destination Business travellers to all corner of the world Offering through Tie up with resorts and hotels (Packaged deal) Tie ups with local transportations (like with Hertz for local taxis) On Board shopping Associated Products: Currency exchange windows on major airports Cargo services to domestic and international destinations Jet airways customers The customers are segmented into business travellers and tourist travellers. The business travellers are mainly service driven and loyalty depends upon on-time flight schedule, convenience, privileged treatment and loyalty bonus. Customers of this segment are regular and do not shift very easily. The Tourist travellers are price sensitive and sometimes one time customers. They chose flight of destination to destination. Facilities like wide network through alliance partners, on- board services, lounges will always keep stay ahead in completion. Service management: What Company has decided to provide quality and premium and world class airline service at competitive price to passengers. Business travellers who have a priority to maintain timeline, looking for a comfort and convenience and willing to pay premium price. Also for leisure travelers and economy class passengers, they have a no frill segment with convenient in flight paid services. How Offering in time service in new age aircraft with better in-flight service during the traveling and taking care of passenger from booking ticket to ensure safe and comfort travel to reach at final destination. Where: In National and International travel sector When: Already in existence, however it is an evolving process and can be modified depending on the customer expectation. Why: To remain a preferred choice of Airline, which will benefitted for a growth prospects and enhance market share. Jet airways services: Service process design at JET AIRWAYS are designed after taking due consideration of customer segment and requirements to enhance customer satisfaction level. While delivering the service, an emphasized to keeping low cost and always striving to improve efficiency. On Ground Services >>> Check in Options Airport lounges Coach Bus services Immigration services In flight services >>> Entertainment Magazines Cuisines Convenience and safety Assistance >>> Medical assistance Assistance to unaccompanied minors Assistance for infants Assistance for elderly / disabled people Other services >>> Mobile updates Boarding card freebies Customer friendly services like mobile services Customer Delight approach in Jet airways Jet airways moving beyond customer satisfaction and endeavouring for customer delight. The entire organisation is working for creating customer loyalty and relationships which drives business growth and profitability. Service manager believes that customer satisfaction levels can be enhanced through effective customer complaint redressal system and delivering the promise, providing a personal touch, going the extra mile and resolving problems well. The customer feedback or listening customer voices through customer satisfaction index, customer feedback, market research, listening to frontline personnel and strategic activities involving customers. Each flight ensures customer feedbacks and service managers ensure feedback from different segment of customers. Customer complaints / feedback are helpful in providing opportunities for continuous improvements in product offerings, quality and customer services. Effective complaint management creates more customer retention than consistent satisfaction. When customer dissatisfaction addressed, such customers become more loyal to the organization and also provides more opportunities and challenges. Customer complaints can help in learn about meeting their expectations and needs, and enable to build a customer-oriented organization. Good customer feedback system will help in institutionalize learning and continuous improvement. Design and implement fully integrated feedback system followed by focused approach towards gathering customer feedback and integrating it with the companys approach and business strategies ensure improvised services for customers. Organization needs to know what customers are saying. Human Resource Management and Culture in Jet airways The concept of HRM includes recruitment, training, compensation and performance appraisal. Human resource management defines relationship between employees and organization through processes, practices and guidelines. The role of the HR department in Jet airways to create effectiveness in service system Increase effectiveness through job security, training and rewards lead to job satisfaction and motivation. Monitor and evaluate job performance, enhance job role to maintain excitement and reward the employees for their excellence Reward for long-term commitment Employees need to be treated in main stream of organisation Jet Airways gives high priority on HRM to provide essential services to the customer satisfaction and enhance shareholders value. Operates within adopted code of conduct and ethics, abide by law, rules and regulations of the stock exchange. Every employee including directors required to become familiar with code of conduct. Proper training to front end and back end staff Ensuring the basic skills and competencies to handle customer while check in and on board Each employee should avoid using his/her private interest while performing the duty objectively and effectively. Ambiguity and conflict resolution with fair and justifiable manner Reward and recognition as per the aviation industry practice Qualified and skilled crew members The HR practices like job design, employee empowerment, training, remuneration and careful selection processes lead to satisfied employees who deliver high levels of service quality. The employee motivation is critical to the results of the service delivered. The cycles of success and failure are based on the intertwined roles of employees and customers. The employees attitudes and behaviours are affected by human resource (HR) practices which further led to influence customers attitudes and ultimately impact the profitability. Higher employees satisfaction and motivation enhance service deliverance of individual and achieve higher service quality as well as lower employee turnover. It improves the customers perception and makes them more satisfied which further turn to loyal customer. Hence Jet airways became preferred choice of travellers and contribute to profitability. The HR practices like job design, employee empowerment, training, salary and careful selection processes lead to satisfied employees who deliver high levels of service quality. The Effective HR involvement in Jet Airways is the key to having a competent and committed workforce. The recruitment, training and competency development, performance monitoring and rewards and recognition are the key areas where Jet Airways implement effective HR policies to achieve a high quality workforce and high quality service experience for the Customer. The role of HR practices in airlines industry is competency development, employee empowerment, and collaboration. The service delivery gap is the performance gap when employees are unable and/or unwilling to perform the service at the desired level. The major factors which contributes to the performance gap are teamwork, employee-job fit, technology-job fit, perceived control, supervisory control systems, role conflict and role ambiguity The competent employee in Jet airways means first need to understand the importance of technical skills, behaviours and employee attitudes for specific roles and then hiring the right people and identifying strategies to develop them into excellent service providers. The greatest challenges for services managers in Jet airways are to develop employees to manage the complexity and conflicting demands of their roles. Frontline employees have to simultaneously meet customers expectations and organizational priorities. Sometimes demand of difficult customers can lead to feelings of stress, conflict and Frustration. The role stress has a negative impact on performance in terms of employees commitment, satisfaction, productivity and ability to deliver service quality to customers. Factors Contributing to Work Stress are role conflict, role ambiguity and role overload. The role stress can be reduced through leadership, empowerment and formalization. Collaboration among employees within organisation enables them to find solutions for critical and unforeseen problems. Sharing of experience and war stories enables people to learn. Collaborative team approach among employees in Jet airways is more important due to many services deliverance exhibit variability. The variables depend upon customers wants / needs, the frontline employees abilities/ attitudes and organizational support. Managers are unable to develop routines, procedures and manuals to deal with every contingency. Employees help and learn from one another through their experience. Employee Empowerment is a HR practice that gives the employees the authority to use decision making when confronted with diverse customer requests. One of service management principle is Decision-making authority as close as possible to the customer interface. It empowers employees for making decision, give employees the authority to use judgment and make prompt decisions when confronted with diverse customer requests. It leads to higher levels of job satisfaction and employee commitment. Employee Empowerment helps in customer satisfaction and employee motivation. Performance management system Performance measurement systems in Jet airways include various aspects on performance like financial, non financial and are customer-driven. A performance measure has to be integrated and balanced. The Balanced Scorecard comprises of financials, internal business, Innovation Learning and Customer. The Balance Score Card helps managers to stay focused on their strategy and objectives in line of organizations goals. Financial: Year on Year increase in companys revenue and profitability. Increase in market share Increase/ decrease in Customer segment Value creation for shareholders Lost baggage claim Any Accident/ technical faults Non Financial: Geography expansion Addition in number of flights, size of carriers Perceived value and image Corporate social responsibility (CSR) Employee attrition rate Customer Satisfaction Levels: Customer satisfaction survey Average Passenger per flight (Increase/decrease) Word of mouth service experience Code sharing with another carrier Round trip package for business and economy travelers Complimentary solution for hotels, taxi and site trip Steps for an integrated and balanced performance measurement system Work out vision and strategic performance measure Communicate performance measure Set out objectives sync with performance measures Integration in system and evaluation Strategic learning Value creation for customers and Service Innovation in service industry like Jet airways is driven by customer feedback. Efficient delivery of services, quality of delivery followed by performance put service organizations ahead in competition. Customer feedback gives an opportunity to understand customer need, formulate improved differentiated services and deliver effectively. Integration of cross functional thinking in process of creating value added services for customer gives opportunity to involve people is mission of the organisation. Jet airways made tie ups with various services like rent a car, hotels, shopping, dining in restaurant. Boarding pass of flight extends discounts from various premier outlets ranges 15% to 50%. Innovation gives competitive advantages to the organizations and also helps in sustain the desired performance. Innovation described as continually renewing offering (Products services). Diversity in work force that always willing to accepts new age technology and implement in deliverance resulted in scaling performance of the organization. A competitive advantage means distinctive competencies or capabilities and perceived differently by customers and stake holders. The competitive advantages can be offered through cost leadership, create differentiation and focus on specific product / market / customer segment. The sources of competitive advantages of Jet airways are superior skills, distinctive capabilities and outstanding resources .These sources of competitive advantage enable to offer superior customer value and leads to customer loyalty and profits. Competitive forces challenge the quality and delivery of products by imitation and substitutes. The competitive advantages are sustainable through ability to deliver high levels of service quality, manage higher productivity and efficiency and having a large base of loyal customers. Jet airways is commanding leadership position in Business traveller segment due to On time flight schedules and widest network. Tie ups with resorts hotels of exotic destination gives edge to jet airways in tourist travellers segment. This segment prefers product basket offerings which includes air travel, Resort / hotel arrangement and local conveyance. The sustainability of competitive advantages are challenged by technology, human resource skill, and capacity capability to deliver services The increasing participation of customers, the role of IT and the diminishing evidence for the traditional characteristics of services such as inseparability and heterogeneity are important in maintaining a sustained competitive advantage. Setting the highest standards ever seen in Indian skies, Jet Airways introduces delicious new menus, Jet airways become Indias first airline to offer In-flight entertainment and Jet mobile services, web check- in, self check in services at airport are few exceptional services offered. Jet Konnect flights offered low fares to the price sensitive customer segment. Excellent deliverance of comfort, entertainment and cuisine made jet airways one of the finest airlines in Indian skies. Productivity and efficiency is another aspect which makes customer delighted. The various factors affecting efficiency are: Individuals mood at work, health and well-being. Enhance relationships with customers colleagues Streamline work design and work processes Improve the physical environment Increase perceived organizational support The productivity and efficiency can be increased while identifying and reducing waste in processes, and in gaining the most from peoples skills, increasing job control and encouraging inter-personal, collaborative relationships. Challenges ahead. Some of challenges in airline industry are service quality, customer value, changes in information technology, eliminating waste, managing productivity, combating competitive forces, and measuring and monitoring performance in different ways. As an organization has to identify profitable segment of customers and need to extend knowledge of customers so that invest in the groups that are likely to bring the most consistent returns. The growth and sustainability of organization is driven by the profitability of the customers and not their numbers alone and profitability changes with changes in the customer acquisition and retention strategies. Frontline service work is complex which involves interactions with others, using ever-advancing technology, conveying intangibles such as information and solutions to problems, managing processes and dealing with role stress. Future customer service professionals will need enhanced cognitive capabilities (technical process skills) and affective competencies (emotional interaction skills). Technology is facilitating in increased customer self-service and reducing human interaction. Customers are performing tasks themselves and routine, repetitive work is being replaced by technology. Employees are becoming more specialized, work will be more demanding, and they will need to be better equipped to manage complexity and relationships. E-services and advance technology impacts the way businesses interact with their customers. Inclusion of new technology is fast replacing the front desk executive and bringing the company-customer interface right on the customers desktop. Service industry is having challenge of delivering consistently high quality service and service manager are focusing on Realign strategy to accommodate shortened information chains, and changing customer demands and preferences. Redesign processes and reassemble operations taking account of what can and should be back-office and front-office. Restructure to accommodate new work, new technological interfaces.

Feminism in Virginia Woolf Essay

Virginia Woolf is regarded to be a modern literary figure. She was an English novelist and essayist who was a significant icon in London literary society. She was a member of the Bloomsbury group. Her famous novels are â€Å"Mrs. Dalloway†, â€Å"To The Lighthouse† and â€Å"Orlando† and the essay â€Å"A Room of One’s Own. † Contemporary feminists regard Woolf as an advocate of the movement. This paper will analyze Woolf’s background and some of her works to bring up points of her beliefs on the matter. Growing up in London, Woolf was influenced by a wide circle of Victorian society. Her father, Sir Leslie Stephen was an editor, critic and biographer. He had conections to numerous British writers including William Thackeray. Novelists such as George Elliot, Henry James, Julia Margaret Cameron, George Henry Lewes and James Russell Lowell often dropped by in their house. (Maze, 18, 1995) Woolf and her sister Vanessa were sexually abused by their half-brothers Gerald and George. According to modern scholars, this traumatizing experience triggered her nervous breakdowns. The deaths of her mother Julia Prinsep Stephen in 1895, her half-sister Stella in 1897 and her father in 1904 added salt to the wound. Woolf was institutionalized after her most alarming breakdown. (Maze, 20, 1995) Despite her mood swings, mental breakdowns and decline in social functioning, Woolf’s abilities to write remained. Biographers claim that Woolf’s marriage to Leonard Woolf was not consummated. According to them, she was a lesbian. Nonetheless, the couple had a tight relationship and often collaborated in the literature industry. Leonard Woolf was the publisher while Virginia Woolf was the writer. Hogarth Press published a majority of Woolf’s works. (Maze, 23, 1995) Woolf had a relationship with Vita Sackville West, an English poet and novelist. Their affair lasted for two years but thry remained friends. Other relationships with women were Madge Vaughn (the inspiration for â€Å"Mrs. Dalloway) and Violet Dickinson, a composer. There were also debates on whether Vanessa and Virginia also had an intimate and incestuous relationships or they were just close. (Maze, 24, 1995) Modern science explains Woolf’s disorder as a case of bipolar personality. On the verge of another nervous breakdown, Woolf commited suicide by drowning herself in the River Ouse. (Bowlby, 32, 1989) Students concentrating on Woolf and her works often analyze the lesbian and feminist themes in her novels, essays and short stories. For example, â€Å"A Room of One’s Own† discusses the difficulty female intellectuals and writers had to go through a time when men had more economic and legal power. What was instore for women in society and in education were unknown. This work exploited the obstacles, challenges and the anxieties of Woolf and other women writers during the 1930s. (Bowlby, 35, 1989) Women writers were afraid to write what they believed to be the â€Å"truth† because they were afraid that the academic world, which was made up by a majority of men, would disclaim their writings and describe it as mere opinions. A major problem of women writers in that decade was that tehyw ere not taken seriously. There was a disparity between male and female writers. The latter was said to be inferior. (Bowlby, 29, 1989). Woolf was a woman ahead of her time. One of the points she wanted to present was that a woman could be more than a housewife. She elaborated this by writing that women could perform the conventional duties in the household and have a career, in her case, an author, at the same time. She compared women who wait for the men to come home after work as objects, simply because they meet was was expected of them. (Lounsberry, 3, 1998) â€Å"Mrs. Dalloway† discussed themes on madness and feminism through two characters – Clarissa Dalloway and Septimus Warren Smith. Clarissa represents economic and sexual repression whereas Septimus is the remedy to depression and insanity. Septimus’ suicide was an allusion to Woolf’s constant struggle with manic depression. Like the character, Woolf also hallucinated that the birdes were singing Greek. There was also an instance when Woolf tried to throw herself out of the window, the exact same way she wrote Septimus’ death. â€Å"Mrs. Dalloway† also touched bisexuality through Sally Seton, Clarissa’s partner. (Lotz, 26, 2003) â€Å"To The Lighthouse† presented a new method on understanding thoughts. This is Woolf’s masterpiece and one of her best autobiographies. She suggested that by understanding thoughts, the writer must spend a good amount of time listening to her thoughts and studying how her words and her emotions affect her mind with what she saw. (Lotz, 27, 2003) In order to look into Woolf’s take on feminism and gender equality closer, scholars carefully analyze Woolf’s influential novel â€Å"Orlando. † This is a semi-biographical novel that was inspired by Woolf’s passionate relations with Sackville-West. It is the story of Orlando, a young English man who didn’t want to grow old. One day, he woke up and realized that he was turned into a woman. He still had the same intellect and same personality but he had a woman’s body. (Lotz, 28, 2003) Through this work, Woolf wrote a semi-autobiography that presented lesbian love to its readers. Because of the delicate subject matter, â€Å"Orlando† was banned in the United Kingdom. Also, â€Å"Orlando† started the trend of the non-fiction genre in literature. The novel is both transgender and transgenre. (Lotz, 29, 2003) Woolf is the first activist who vied for woman’s suffrage. Through her works, she changed the views and ideologies of women writers. Because of her, women were no longer annonymous. Most importantly, they were noticed and their works were regarded to be as the same level as those of male writers. (Lounsberry, 4, 1998) She set the groundwork for transformative social changes. Her beliefs which she wrote from 1920s to 1940 clearly indicated a movement that was heading toward the direction for women’s suffrage rights. Woolf’s writings on feminisms as indicated in her public letters and â€Å"A Society† assessed the development of the feminist subversion by male scholars. (Lounsberry, 5, 1998) â€Å"Three Guineas† is Woolf’s essay that has the most explicit and clear statement on feminism. It provides a meticulous and well-researched observation on the subject matter. Woolf also presented her relations with different women’s organizations which share her agenda. (Lotz, 30, 2003) This is Woolf’s feminist work that is uncompromising. She assaults the domination and privilege of men toward women. The details that are elaborated and sustained from beginning to end argue that women are still capable of maintaining a fervid argument which is relevant for feminism then and now. Woolf might have neglected class and sexuality in some of her feminist works because this was a problem during her time. However, she does her best to present to her readers her objectives on why she wrote her three guineas – which are democratization, education and public professional acivity. (Lotz, 31, 2003) By analyzing these three guineas and the possiblity of what can happen if a woman takes on the important roles that are associated to these, Woolf enriches the understanding of females everywhere. She takes into account the evolution and the development of feminism by combating the image that had been founded by males. (Lotz, 32, 2003) Woolf’s creations are long, scholarly and complex but when read with a feminist perspective, these are impressive and takes the reader into the author’s personality, convictions and beliefs. If she were alive now, she would prefer to be called a humanist than a feminist. Simply because she was not obsessed with women, she was merely hoping that women would have the same rights, honors and privileges as of men. By compassionately exploring Woolf’s feminism, literary scholars poke into her sexuality and psychology that surround and precede in all her works. She was once quoted saying that ‘the triumph of learning is that it leaves something done solidly forever. ’ She did exactly just that – with her works and her movement toward feminism. Works Cited Maze, John R, â€Å"Virginia Woolf: Feminism, Creativity and the Unconscious†, pp. 18 – 24, Free Inquiry, Vol 15, Spring 1995 Bowlby, Rachel, â€Å"Feminist Destinations†, pp 32 – 29, National Review, Vol 41, November 24, 1989 Lounsberry, Barbara, â€Å"The Tales We Tell†, pp 3 – 5, New Statesman, Vol 127, January 16, 1998 Lotz, Amanda D, â€Å"Communicating Third Wave Feminism and New Social Movements†, pp 26 – 32, Women and Language, , Vol 26. 2003,

Security system is said to be one of the most vital aspects in doing business

Security system is said to be one of the most vital aspects in doing business and ensuring the interest of the company and the welfare of all the employees. Thus, the security personnel are in charge of guarding and protecting the company's resources and its people. As for the case of Walter, a security guard in Bug, it is considerable that he has committed a wrongdoing against the company and to his duty, as one of the security personnel that is responsible of guarding the company's business.As a security guard for Bug, Walter's primary duty is to protect the interest of the business and defend the company's property against the probable deliberate subversion coming from external forces. Thus, knowing the fact that Steve is working for Wiretap, Walter should have not freed Steve and let him walk away from Bug, as if nothing happened and he has not possibly gathered vital information about Bug's nature of doing business.Under the tort law, Walter has committed an offense, which is th at of breach of duty, as he conciously let Steve to walk away despite of the fact that he has made an offense in tresspassing the private domain of the company. Hence, Walter could be held liable to any harm and damages that might happen to Bug, as a result of successful subversion of Steve to the company's premises.More so, Walter could be held accountable to any probable lost in the company because of being negligent and disregarding direct orders, which is that of protecting and ensuring the company's resources and confidentiality in doing business. The tort law, on the other hand, is considered to be different as oppose to other areas of law because it is only a branch of civil law. Unlike in criminal law, wherein the plaintiff is always regarded as the state and the defendant, the dispute in tort law is only between two different private parties.More so, in tort law, the punishment for unsuccesfull defendant is only a matter of paying and shouldering for the damages of the plai ntiff, which evidently different as oppose to other areas of law wherein the defendant is usually punished by the state incase of proven guilty of committing a crime. Reference Theories of tort Law. (2003). Retrieved June 12, 2009, from http://plato. stanford. edu/entries/tort-theories/ Larson, A. (2003). Negligence and Tort Law. Retrieved June 12, 2009, from http://www. expertlaw. com/library/personal_injury/negligence. html

Sigmund Freud Changing the Way We Think About the Way We...

Sigmund Freud: Changing the Way We Think About the Way We Think Sigmund Freud, the father of psychoanalysis, is world renowned. His view points and interpretations of human behavior that he has presented in his arguments have always made me take a deeper look at myself. He opens up a new way of seeing things. Talking about Freud, there is never a dull or boring moment, there is always some way you can look at yourself and see something you didnt see before. A physiologist, medical doctor, neurologist(one who studies the nervous system) psychologist. The id, ego, and super ego. The unconscious mind. Sexual drives as the primary motivator of life. Often thought of as a pedophile as well, but there is far more to this man and his†¦show more content†¦At seventy-three, Freud was ordered to retire to a sanitarium for his heart condition. He DID stop smoking, but only for 23 days. He then started smoking one cigar a day, then two. Soon his habit was as strong as ever. He was active, and worked, and smoked, up until his death at age 83. Some of Freud’s most famous works include Three Essays on the Theory of Sexuality, The Ego and the Id, The Interpretation of Dreams, and Beyond the Pleasure Principle. Three Essays on the Theory of Sexuality was met with much violence and rejection at first, but was later accepted and supported strongly. I found in myself a constant love for my mother, and jealousy of my father. I now consider this to be a universal event in childhood, Freud stated. The Oedipus complex, named after the Greek tragedy Oedipus Rex by Sophocles. Freud said that each stage was a progression into sexual maturity, characterized by the strong ego and the ability to postpone gratification and pleasure. He used the Oedipus conflict to demonstrate how believed that people instinctively desire incest and must repress that desire. The Oedipus conflict was described as a state of psychosexual development and awareness. In The Ego and the Id, Freud proposed that the human psyche could be divided into three parts: Id, ego, and super-ego. Freud states (referencing consciousness and the unconsciousness) â€Å"there is nothingShow MoreRelatedParagraphs on State of Consciousness and Religion Essay639 Words   |  3 Pagesconsciousness are about the experience and about feeling the world. It is about your own deep feeling and therefore we need to bring them in its true light that is not rational but sensitive. Religion, in whatever form they may be is a reflection of a certain level of the consciousness. When a persons awareness is changing and expanding, also individual’s vision of the religion can change. 2. Briefly discuss how human capacity for development and change through life interacts with religion. I think that anyRead MoreWhat Can Psychology Teach Us About Human Development?1558 Words   |  7 PagesPSYCHOLOGY ESSAY WHAT CAN PSYCHOLOGY TEACH US ABOUT HUMAN DEVELOPMENT? 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