MANAGEMENT AND STRATEGY
Report of Ryanair Management issue – Poor Customer Service
TUTOR: George Kokkindis
This report mainly evaluates the organizational culture and leadership style of Ryanair with the management issue – poor customer service and in relation to management theories. As one of the best low cost airlines, Ryanair consistently focus on cost-cutting but at the same time reveal many problems on its Human Resources which directly lower the quality of their customer services. So the aim of this report is to identify the organizational culture and find its leadership style. therefore analyze the results with classic theories and finally give some recommendations.
Key Issues – poor customer services
As everyone knows, Ryanair is one of most successful airlines in Europe. Since established in 1985, it has kept a great financial performance annually. But by consistently lowering the cost and expanding their routes at the cost of ignoring the customer service, the management has appeared a big problem. A news article (iAfrica, 2013) reported that some customers were hitting by fines at the airport because of not print off the tickets and another news (BBC, 2010) also wrote about an employee of Ryanair tells a girl to buy a plane ticket for her violin. What is more, Ryanair has been voted the worst UK brand for customer service in 2013(Management today, 2013). Things like that told us Ryanair neglect the importance of customer service and cause disappointment of their customers, so we can apply management theories with this issue to analyze this distinctive company.
Identification of organizational culture
Henry Mintzberg once said “Culture is the soul of the organization, and structure is the skeleton inside it”. That means culture can give organizations spiritual support and life force. Every organization has its own distinctive culture
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