The paper 'The Employee Training at Qantas Airline" is a good example of a management case study. The contemporary business world has become highly competitive such that organizations have to have strengths in some of the human resources. The power of being ahead of the competitors in the market lies within the practices an organization holds. Most organizations have turned to human resource development as the only surest way to gain a competitive advantage over their competitors. Armed with this such organizations are able to become the employers of choice and thus win the war of talents that is very rampant in the stiff labor market.
The outcomes of service-based organizations are measured based on customer satisfaction that comes along with the services. As such, most organizations are also keen on their customer services and regard the customers as the most important stakeholders in the organization. Effective training has been linked with the increase in job satisfaction, financial performance, employee commitment and a whole range of organizational citizenship behavior on the part of the employee. A committed workforce is able to ensure that the performance of the organization improves.
Additionally, when the employees are well trained and thus committed, they are able to offer the best customer service, thus the good reputation of the organization. This report analyzes employee training and customer service at Qantas airlines Organization based on the literature on the same tenets of HRD. Overview of Qantas Airline Qantas was founded in 1920 in Queensland and has since grown to be Australia’ s largest domestic as well as an international airline. The company was registered as Queensland and Northern Territory Aerial Services Limited (Qantas Airlines, 2015).
The organization is one of the strongest brands in Australia and is recognized globally as a leading long-distance airline. The company has a good reputation based on quality customer service, excellence in safety, operational reliability, engineering and maintenance as well as employee training and development (Qantas Airlines, 2015). Qantas has two major brands Qantas itself and Jetstar that are known both regionally, domestically and internationally. The organization’ s core business is the transportation of customers through the two brands. The company has over 30000 employees most of whom; 93% to be precise are based in Australia (Qantas Airlines, 2015).
The company has invested in training and development in a variety of ways and is also ranked among the best airlines that provide excellent customer service. Employee Training The employees form the key stakeholders in organizations (Vidal-Salazar, Hurtado-Torres, & Matí as-Reche, 2012). Training has a considerable influence on the finances of a given organization. However, despite the direct and indirect costs, the benefits, in the long run, are appreciable. Sahinidis & Bouris (2008) define training as a planned intervention that is designed to enhance the determinants of the performance of an employee.
Training is one of the human resource management’ s role and must be achieved in an organization so as to align with different organizational goals. Training offered to employees has the impact of reducing the frustrations that are brought along with work demand, lack of competence and know-how as well as technological change and development (Vidal-Salazar et al. , 2012). In addition to this training also has the effect of increasing the job satisfaction of individuals the employees who acquire the necessary skills are able to be assured of job security and are highly likely to remain loyal to an organization.
As a result, their productivity levels are assured.
Jahanshahi, A. A., Ghashti, M. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. S. 2011, "Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty". International Journal of Humanities and Social Science, 1(7), 253-260.
Mosahab, R., Mahamad, O., & Ramayan, T. 2010, " Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation". International Business Research, 3(4), 72-80.
Qantas Airlines. 2015, "About Our Company | Qantas". Retrieved from http://www.qantas.com.au/travel/airlines/about-qantas/global/en
Qantas. 2015, "Qantas Customer Service Plan - United States". Retrieved from http://www.qantas.com.au/travel/airlines/customer-service-plan/us/en
Sahinidis, A. G., & Bouris, J. 2008, "Employee perceived training effectiveness relationship to employee attitudes". Journal of European Industrial Training, 32(1), 63 - 76. Doi: 10.1108/03090590810846575
Suttle, R. 2015, "Why Is Customer Service Important to an Organization? | Chron.com". Retrieved from http://smallbusiness.chron.com/customer-service-important-organization-2050.html
Truitt, D. L. 2011“The Effect of Training and Development on Employee Attitude as it relates to Training and Work Proficiency”. SAGE Open, 1(2011), 1-13. Doi: 10.1177/2158244011433338
Vidal-Salazar, M. D., Hurtado-Torres, N. E., & Matías-Reche, F. 2012, "Training as a generator of employee capabilities". The International Journal of Human Resource Management, 23(2012), 2680-2697.