Malaysia Airline System
1.0 Executive Summary
This report aims to solve problem faced by Malaysian Airline System in the implementation of good service delivery in the flight cabins by integrating two of the management functions, which are organizing and leading & motivating. The problems that have being identified are impolite crewmembers, slow and inefficient cabin crewmembers and understaffed cabins. Sources of information were obtained from the Malaysian Airline System website, journal articles and personal observations. In order to overcome the problem of poor service delivery, the plan is to increase the competency of our cabin crew service member. In order to improve the service delivery and employees competency of MAS the plan is to organize the organization by incorporating 3 new taskforces, which are Reallocation, Recruitment Revision and Training revision & Improvement and 1 Performance Department. Leadership and Motivating are also used to improve goods service delivery. Transformational-transactional leadership style is used to motivate the employees to accomplish the organizational goals. For the short term, the emphasis is on transactional leadership to motivate the employees and in the long run it is advisable to use transformational leadership to motivate employees, as employees are not motivated through monetary rewards only. Reward power used to motivate employees to perform is in line with goal setting theory which suggest that employees will be motivate if the goals are clarity, challenge, commitment and feedback. In conclusion, by incorporating organizing and leading & motivating theories, MAS will be able to resolve its poor cabin service delivery and regain its position as a leading commercial airline in the aviation industry. It is recommended that the brand equity of MAS is also promoted to raise awareness among potential and/or current clients.
2.0 Introduction
2.1 Purpose of the Report This report aims to look at the main good service
This report aims to solve problem faced by Malaysian Airline System in the implementation of good service delivery in the flight cabins by integrating two of the management functions, which are organizing and leading & motivating. The problems that have being identified are impolite crewmembers, slow and inefficient cabin crewmembers and understaffed cabins. Sources of information were obtained from the Malaysian Airline System website, journal articles and personal observations. In order to overcome the problem of poor service delivery, the plan is to increase the competency of our cabin crew service member. In order to improve the service delivery and employees competency of MAS the plan is to organize the organization by incorporating 3 new taskforces, which are Reallocation, Recruitment Revision and Training revision & Improvement and 1 Performance Department. Leadership and Motivating are also used to improve goods service delivery. Transformational-transactional leadership style is used to motivate the employees to accomplish the organizational goals. For the short term, the emphasis is on transactional leadership to motivate the employees and in the long run it is advisable to use transformational leadership to motivate employees, as employees are not motivated through monetary rewards only. Reward power used to motivate employees to perform is in line with goal setting theory which suggest that employees will be motivate if the goals are clarity, challenge, commitment and feedback. In conclusion, by incorporating organizing and leading & motivating theories, MAS will be able to resolve its poor cabin service delivery and regain its position as a leading commercial airline in the aviation industry. It is recommended that the brand equity of MAS is also promoted to raise awareness among potential and/or current clients.
2.0 Introduction
2.1 Purpose of the Report This report aims to look at the main good service