Essays on Organizational Performance at Jetstar Airways Case Study

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The paper "Organizational Performance at Jetstar Airways" is a perfect example of a business case study. Organizational performance may be regarded as the actual output of an entity when measured against its goals and objectives as envisioned in its strategy. According to Bourne et al. , (2013) performance was traditionally simply assessed by analysing the financial, market and shareholder achievements by an organisation. This means that a business was simply required to post good profits, acquire and retain a market share, and give a reasonable return to shareholders. However, today businesses are measured along various dimensions that encompass employee and customer satisfaction, social and environmental sustainability and innovativeness (Williams and Naumann, 2011).

As noted by Chi and Gursoy (2009), it implies that, an organization can be financially sound but poorly rated in terms of customer satisfaction or sustainability record. Therefore, it is important to analyse internal factors particularly relating to human resource function that may impact organizational performance along the various dimensions. For instance, lack of proper job design, proper remuneration, motivation and flexible work hours may lower the quality of customer service in service-based industries.

It is imperative that employees are involved extensively in addressing such problems in order to enhance organizational performance (Hernaus et al. , 2008). This report will analyse the issue of poor customer service affecting Jetstar Airways PTY Ltd in Australia with a view of understanding how human resource failures have contributed to the inefficiency. The report will analyse current measures being implemented by management to solve the problem and suggest initiatives that may be equally effective. Organizational background Jetstar Airways is a wholly-owned subsidiary of the Qantas Group. The company was established in 2003 by Qantas to serve the low-cost and leisure travellers’ market segment.

Jetstar is located in Melbourne Australia and serves 19 domestic routes and 17 short and long-haul international destinations. Over the past several years, Jetstar has expanded significantly to establish its presence across Asia.

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