1. ASSESSMENT RECAP

• PowerPoint presentation: 2500 words (excluding list of references) submitted as a PDF file displaying both the slide and the elaboration.
• Analyse a company's response to re-establishing their business after a major disruption and present an analysis focusing on the human aspects of their decisions. 
• Why they made certain decisions, what they could have done differently
• Lessons learned for other companies facing disruptions to their business model.

Structure:

1. About Qantas 
2. Company's Response
3. Human Resource Management 
4. Customer Service Issue 
5. Recommendations for HRM
6. Recommendations for Customer Service
7. Lessoned learned & Conclusion

2. KEYWORDS EXPLANATION 

• Stakeholders: Individuals or groups with an interest in or impacted by a company's actions, including both internal (e.g., employees, shareholders) and external parties (e.g., customers, communities, government).
• Corporate Social Responsibility (CSR): A company's commitment to manage the social, environmental, and economic effects of its operations responsibly, extending its accountability beyond shareholders to all stakeholders.
• Resource Dependence Theory: Suggests organizations rely on external resources (e.g., labor, materials), influencing their strategies and interactions with the environment to secure needed resources and achieve goals.
• Employee Retention: Strategies employed by organizations to keep employees engaged and prevent turnover, valuing them as key assets rather than expendable resources.
• Layoff: The process of permanently dismissing employees due to economic downturns or organizational restructuring, posing challenges in terms of lost talent and broken employment ties, yet sometimes deemed necessary for long-term survival.

3. DETAILED OUTLINE

1. Introduction

• Provide background context about the company:

• Year of establishment/ History of the company 

• The primary service 

• The position of the company in the market (Market share, data about the number of flights annually, etc.)

Example: 

• In 2022, Qantas commands a 61% market share in the Australian domestic market (source) 
• Before Covid-19:  In 2019 Qantas held the greatest share of airline passengers for the year at 17.4 percent in Australia. Australia - share of airline passengers carried 2019 | Statista
  • Qantas Group had a better performance than the global and regional trends, rising from 80.6% to 84.2% (Qantas Group, 2019). Qantas’s return on investment has consistently been above 10%. This indicate that Qantas Group has a good ability to balance passenger demand and supply. The Qantas Group includes Qantas Airways which operates as a full-service carrier, and JetStar Airways which presents a low-cost model.
  • 

• The disruption the company faced to their business model due to Covid-19 

• The decrease in customers: During 2019-2021, Qantas witnessed a sharp down trend from 55,813 to 15,866 (source)
• Total revenue loss from COVID reached $16 billion as the full year impact of minimal international travel and multiple waves of domestic border restrictions continued to hit travel demand. The statutory loss before tax – which includes one-off costs such as redundancies and aircraft write downs – was $2.35 billion. Source