Question

Read the Chapter 10 Case Study "The People Focus: Human Resources at Alaska Airlines" and watch the video, then write a summary of at least 300 words using the accompanying discussion questions to guide your essay written in APA style, with a reference page and a cover page.

This is the discussion question Describe two of the worst jobs you know about. Why are they bad jobs? How would you redesign these jobs while improving productivity?

CASE STUDY

With thousands of employees spread across nearly 100 locations in the united states, Mexico, and Canada, building a committed and cohesive workforce is a challenge. Yet Alaska Airline is making it work. The company’s people focus states:

While airplanes and technology enable us to do what we do, we recognize this is fundamentally a people business, and our future depends on how we work together to win this extremely competitive environment. As we grow, we want to strengthen our small company feel…we will succeed where others fail because of our pride and passion, and because of the way we treat our customers , our suppliers and partners, and each other.

Managerial excellence requires a committed workforce. Alaska Airlines pledge of respect for people is one of the key elements of a world class operation.

Effective organizations require talented, committed, and trained personnel. Alaska Airlines conducts comprehensive training at all levels. Its “flight path” leadership training for all 10,000 employees is now being followed by “gear up” training for 800 front line managers. In addition, training program have been developed for Lean and six Sigma as well as for the unique requirement for pilots, flight attendants, baggage, and ramp personnel. Because the company also hire pilots into first officer positions- the right seat in the cockpit, it offers a program called the “fourth stripe” to train for promotion into the captains seat on the left side, along with all the additional responsibility that entails(see exterior and interior photos of one of Alaska Airlines flight simulators on the opening page of this chapter).

Customer service agents receive specific training on the company’s “empowerment toolkit”. Like the Ritz Carltons famous customer service philosophy, agents have the option of awarding customers hotel and meal vouchers or frequent flier miles when the customers has experienced a service problem.

Because many managers are cross trained in operational duties outside the scope of their daily positions, they have the ability to pitch in to ensure that customer oriented processes go smoothly. Even John ladner, director of seattle airport operations, who is a fully licensed pilot, has left his desk to cover a flight at the last minute for a sick colleague.

Along with providing development and training at all levels, managers recognize that inherent personal traits can make a huge difference. For example, when flight attendants are hired, the ones who are still engaged, smiling, and fresh at the of a very long interview day are the ones Alaska airlines team and smiling and friendly flight attendants are particularly important at the end of a long flight.

Visual workplace tools also complement and close the loop that matches training to performance. Alaska Airlines makes full use of color coded graphs and charts to report performance against key metrics to employees. Twenty top managers gather weekly in an operational leadership meeting, run by Executive VP of operations, Ben Minicucci, to review activity consolidated into visual summaries. Key metrics are color coded and posted prominently in every work area.

Alaska”s training approach results in empowered employees who are willing to assume added responsibility and accept the unknows that come with that added responsibility.

THE VIDEO IS CALLED THE PEOPLE FOCUS HUMAN RESOURCES AT ALASKA AIRLINES.

Answer 1

Cover Content:

Alaska airlines looking for the people business as we work as a team to achieve it. We are leading with the technology in this field and wants to work together to win the competitive environment.

We feel that the business which we do is purely people oriented as we provide the services ultimately to the people. In order to enable all this, we have the managerial skills, Effective organization, and finally employees. The employees are the main resources of the company which is hired for the various post such as customer service agents, flight attendants, flight captain, trainer etc.

The Airline helps the employees to matches their skills with the company demanded skills. The employer helps in the performance of the employees by the help of providing training to them.

So, the company main aim is to focus on the people. The people here are either human resources of the company or customers of the business.

Content:

The Alaska Airlines mainly focusses on the people as they state that it is the people business and the future also depend upon it. The mainly aim to build the good relationship by the help of team work.

The worst job that I know about is the flight attendants and Customer service agents. They are bad jobs in my perspective because the employees are not allowed to behave in the way they want. The employees have they’re on view for the job. All the time they have to behave in a particular manner. This is a kind of ridiculous job where the employees don’t have freedom to behave in their own manner. The company decides how to handle the customers of their Airline. The employee only has the freedom to listen and response accordingly. The employee may not take decision if he/ she got harassed by the customer. Many times, it happens that the customer doesn’t have patient. They didn’t tolerate the any reason for the delay weather it is genuine too.

In order to redesign these jobs for the enhancement of the productivity, the company has to follow the transparent system which take care of employees as well as their customers too. Customer is a King but he / she should understand the situations about the delays or any mis happenings. There are many ways to distract the mind of the customer as by implementing the Television on the airport and basic facilities for the passengers. But these are old ideas. The Airlines waiting rooms should have has the WIFI or internet facility which helps the customer to complete their task or to make their self-feel social. The customers should have concessions if they have waited long for any misconceptions. This would boost the productivity and increase the customer base.

Reference:

1. Alaska Airlines Website
2. Wikipedia
3. Google scholar Journals.