Qantas Airways Case Study
● 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
1. Stakeholders
- Individuals or groups who have an interest in the performance of an organisation or are affected by a company's decisions.
- Key stakeholders include internal stakeholders (employees, executives and leaders, shareholders/owners, board of directors); external stakeholders (customers, suppliers, government, communities, media, competitors).
- Stakeholders can also include NGOs (Non-Governmental Organisations), Unions or Professional Associations
2. Corporate social responsibility (CSR)
- A company's initiatives to take responsibility for how its operations impact society and the environment. CSR considers stakeholders beyond shareholders.
- Key aspects of CSR include: Environmental Responsibility, Social Responsibility, Ethical Responsibility, Economic Responsibility.
3. Resource dependence theory
- The idea that organisations depend on resources like labour and materials. Employees may be seen as expendable assets rather than long-term investments.
- The nature of this dependence shapes their behaviour, strategies, and relationships with other entities.
- It emphasises the significance of taking into account the larger context in which organisations function and the strategic management of their external dependencies to attain their objectives.
4. Employee retention
- Organisational efforts to keep employees satisfied and discouraged from leaving their jobs.
- Retention maintains tacit knowledge (namely job satisfaction, compensations and benefits, career development, etc)
5. Layoff
- The permanent termination of employees' jobs due to business slowdowns or restructuring needs. Results in lost talent and severed employment relationships.
- Although layoffs come with challenges, they are occasionally considered an essential step for organisations to adjust to evolving conditions and secure their long-term sustainability.
Flight cancellation getting worse than you thought
Qantas apologises to customers
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:
- Qantas is an Australian domestic airline that ranks seventeenth among the largest airlines worldwide 2023.(Ranking) The company was initially established as Queensland and Northern Territory Aerial Services Limited in Winton, Queensland, on November 16th, 1920.
- In 2022, Qantas commands a 61% market share in the Australian domestic market (source)
- 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)
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