Ryanair business strategies and implications for Human Resources

Ryanair business strategies and implications for Human Resources This report covers the implications the business strategies proposed by BBAMBI consultants will have on the Human Resource Management (HRM) function of Ryanair. The strategies proposed by BBAMBI were to improve customer service, build the brand, and increase revenue and reduce costs. The implications these strategies have on the HRM function are managing the change associated with the strategies, training of customer facing staff, and introducing an effective performance appraisal system throughout the organisation. For Ryanair to maintain economic primacy in the budget airline sector they must be able to successfully manage the recommendations listed above. Introduction BBAMBI Consultants conducted an analysis of the external environment for Ryanair in order to consider strategies for future business operations. BBAMBI have suggested a number of strategies for immediate implementation and made recommendations for longer term strategies. The short term strategies included improving customer service, developing the company brand, and increasing revenue and reducing costs. The strategies which were more involved were recommended to be put into effect over a longer term were becoming more environmentally friendly and developing into other transport markets. The strategies have significant implications for Ryanairs Human Resource Management (HRM) function and this report will critically review these implications. The primary implications are change management, training, and implementing a more effective performance appraisal. Managing Change The report has identified some of the changes that will face Ryanair in the next few years due to the change in strategy. According to the CIPD, people management and development professionals have a significant role to play in any change management process. HRs involvement in various aspects of change can make the difference between successful and less successful projects (CIPD, 2009a). A number of issues have been addressed in the literature as having a negative impact on change management. Resistance to change is the main issue with individuals or groups possibly engaging in acts to block or disrupt an attempt to implement change. Evidence suggests that that this can be reduced by involving those it will affect in the decision making process. Individuals who have been involved in the diagnosis, planning, devising and implementation of change are more likely to feel positive about it (Marchington Wilkinson, 2008). 2.1 Lewins Three Step Model HR and management can plan for the changes at Ryanair by implementing Lewins three-step model of unfreezing, moving and re-freezing. By looking at change as a process with distinct stages the organisation can prepare and plan to manage the transition (Marchington Wilkinson, 2008). Lewins model attempts to analyse the forces (driving and restraining) that impact on change. The model offers advantages in planning for organisational change by providing a simple approach to making and sustaining change (McCarty, 2007). Limitations of the model are that it does not take into account personal factors that can affect change. The model also assumes that organisations operate in a stable environment (Burnes, 2004). (Millet, 2004) The first step in the process of changing behaviour is to unfreeze the existing situation or status quo. It is necessary for HR to try and overcome the strains of individual resistance and group conformity. To prepare employees at Ryanair for change, HR and management need to build a trust and recognition for the need for change (Kritsonis, 2004). The second step in the process is movement where employees will begin to resolve their uncertainly about the changes. A method that HR can use in assisting employees in the movement stage is to persuade employees that the status quo is not benefiting them (Kritsonis, 2004). The final step attempts to re-freeze or create acceptance for recent changes, to replace old beliefs with new ones. If this step is not taken it is likely that employees will revert back to the equilibrium (Goode, 2008). An action that HR can use to reinforce the new values is to include them in policies and procedures (Kritsonis, 2004). Training Development Ryanair needs to be able to improve customer satisfaction to gain a competitive advantage over their main competition, easyJet. Training of customer facing staff is vital for Ryanair to be able to successfully improve customer satisfaction, retention, and loyalty. Despite being costly, training of staff will improve upon customer satisfaction as many studies have shown (Aragon-Sanchez, et. al, 2003, pg. 961). Studies have found that the number of customer complaints significantly decreased after implementing training of customer service staff (Office Depot, 2006). In developing the training further, Ryanair should conduct a Training Needs Analysis (TNA) before implementing an on-the-job training and coaching programs for their customer facing staff. 3.1 Training Needs Analysis Learning Plan A TNA will assist Ryanair in determining any skills gaps their customer facing staff have in relation to their job requirements and current performance (Marchington Wilkinson, 2008). A TNA study will not only highlight where skills gaps exist, but should also determine the cause and solution (Stetar, 2005). During the TNA the organization should consider means other than training to achieve their desired results as many practitioners highlight that training is not necessary in every situation. (Marchington Wilkinson, 2008) (Stetar, 2005). Following on from the TNA report Ryanair should produce a learning plan, which will focus on the clear aims and main objectives which they are trying to achieve through the further training of staff. (Harrison, 2005,p122). For Ryanair the general aim is to improve customer service. A well planned training initiative may act as an enabler to Ryanair in achieving the business strategy and objective of increasing customer satisfaction (Tannenbaum Wo ods, 1992). 3.2 Training Ryanair need to pursue follow on training from their induction process. It has been noted from a previous study conducted by Kinnie (2000) that it is not just induction and technical training, but employees ongoing investment in workplace activities which enhances their training and skills (Kinnie, et. al, 2000 cited in Redman Wilkinson, 2009). It is believed that focusing on on the job training is the most effective means of training (Marchington Wilkinson, 2008). On the job training could also include coaching or mentoring. The CIPD (2009b) surveyed coaching within a variety of organisations and just over half described coaching as a learning and development intervention and the rest suggested it is used for organisational development and change management. Coaching has also been said to assist in improving weaknesses, tackling underperformance, and improving productivity. (Marchington Wilkinson, 2008). Despite training being an additional cost for Ryanair it may prove to achiev e enhanced customer service, leading to an increase in customers, and therefore higher profits, as many studies have shown that training of customer service staff results in higher customer satisfaction (Aragon-Sanchez, et. al, 2003, pg. 961). After the implementation of on-the-job training Ryanair will need to evaluate the effectiveness using the Kirkpatrick model of reaction, immediate, ultimate, and analyzing the return on investment (Marchington Wilkinson, 2008). The most applicable means of measurement for Ryanair is the ultimate level, which measures the strategic impact of training on the organization (Marchington Wilkinson, 2008). To measure the impact Ryanair should compare the number of previous customer complaints to the number of complaints after the training commenced. 3.3 Barriers to Learning There are however disadvantages to training and development from an organisational point of view. Some barriers to training include cost, time, lack of resources, lack of line manager support, lack of awareness of potential benefits and employee motivation, and fear of trained staff being poached by competing companies. (Cannell, 2008). Many companies compete on cost, just like Ryanair, and training is seen as an unjustifiable wastefulness and too costly (Bach Sisson, 2000). Therefore, Ryanair may be hesitant to implementing further training. Ryanair are a low cost, no frills airline and therefore need to keep all costs to a minimum. Furthermore, the fear of trained staff being poached could also be utilised as an excuse for Ryanair to not increase their training budget as trained staff might leave for a more lucrative competitor. Performance Appraisal 4.1 360 Degree Performance Appraisal It is suggested that all staff at Ryanair undergo 360 degree performance appraisal, with customer appraisal forming part of the 360 degree feedback for front-line staff. 360 degree feedback would allow the performance of those staff involved in each different strategy (customer service, branding, revenue and costs) to be monitored and managed more effectively. 360 degree feedback allows performance to be viewed from different perspectives and increases self-awareness (Armstrong Barron, 2004). Maybe et al (1998) state that one difficulty with 360 degree feedback is that the employee may attempt to manipulate the process, although this can be mitigated by expanding the number of people who are appraising the member of staff. Customer appraisal, in the form of mystery shopping and customer surveys, has been established as one of the ways to improve customer service in the strategic analysis and will expand the number of appraisers involved in the process. This report reinforces the value of the use of this technique and it is proposed that it is an extremely effective way to monitor the level of customer service provided as it is evaluated at the boundary between the Company and the customer (Redman Wilkinson, 2009). Mystery shopping has been criticised as a cynical way for employers to spy on their employees (Cramp, 1994). However, Erstad (1998) states that mystery shopping should instead be viewed as a well-elaborated plan which serves as a management tool for improving customer service as well as enhancing human resource management. A well developed mystery shopping programme that is effectively linked to reward and incorporates training can result in improvements in customer satisfaction by up to 20% (Parker, 1988). According to Dorman (1994), Mystery shopping should not be punitive and employees who fail the shopping task should be provided with training until customer service improves. The proposal suggests that customer service data should be obtained at set intervals through the use of customer surveys. Customer surveys can be effectively used as part of customer appraisal and are now being used more frequently (Redman Wilkinson, 2009). 4.2 Implementing Performance Appraisals Performance standards and objectives should be prepared and communicated by the employees line manager (ACAS, 2005). Marchington Wilkinson (2008) propose that training to develop analytical skills, review information collected and to provide effective feedback may be necessary. Performance appraisals should occur throughout the year and be a continuous process (ACAS, 2005). The performance appraisal process should be continually reviewed in order to ensure that it working successfully (IRS Employment Review, 2003). According to ACAS (2005) the success of implementing 360 feedback appraisals depends on the culture of the organisation and how carefully it is introduced. 5.0 Conclusion It is clear that the proposed business strategies will have significant impact on Ryanairs HRM function. In order for Ryanair to maintain its competitive advantage, the HR function will need to consolidate these factors and have the flexibility to meet the challenges they engender. In doing so, the HR function will shape the culture of the organisation in such a way that will allow the other changes to take effect. Ryanair need to effectively manage the change required in implementing the proposed business strategies as they will involve introducing further training and a new performance appraisal system. Introducing further training and new performance appraisals is vital in this shift in culture and the reciprocal relationship between both will lead to the opportunity for Ryanair to achieve the proposed business strategies of improving customer service, building the brand, and increasing revenue, and reducing costs.

The Maturation of Pip in Great Expectations :: Free Great Expectations Essays

The Maturation of Pip in Great Expectations In Great Expectations, by Charles Dickens, the author begins the tale by revealing Pip's arrogance towards previous companions. By the end of the story, we learn of Pip's love and compassion for everyone. In Great Expectations, during the middle of the book, Pip creates a rather low opinion of himself acting arrogant and conceited to others. For example, When Joe is coming to visit Pip, Pip thinks to himself, "I was looking forward to Joe's coming not with pleasure, thought that I was bound to him... If I could have kept him away by paying money, I would have paid money (pg.841). Evan though Joe protected and assisted Pip throughout his juvenile years, Pip was still embarrassed by him. Pip is an ungrateful person showing Joe no gratitude. In addition, when Pip learned who his benefactor was he replied, "The abhorrence in which I held the man, the dread I had of him, the repugnance with which I shrank from him, could not have been exceeded if he had been some terrible beast (pg.876). Pip is surprised by this intrusion of his mind realizing that Miss Havisham did not raise him to be with Estella. Evan though Pip was not raised to be with Estella he is an vicious human being thinking such vile thoughts against a man that gave him the life of a gentleman. In relation, as Provis lays down to sleep Pip reflects on meeting him, "Then came the reflection that I had seen him with my childish eyes to be a desperate violent man:" (pg.879). Pip can only think of what horrible things Provis performed. Pip is an unforgiving person, still thinking of Provis as a convict after all he did for him. Pip displays himself as a heartless feign, believing himself to be of upper society and forgetting people who helped him through his journey of life. In the end of the novel, Great Expectations, Pip redefines himself as a dependable honorable character. For example, when Pip is hovering over Provis' deathbed he says, "Dear Magwitch, I must tell you, now at last, You had a child once whom you loved and lost, she lived and found powerful friends. The Maturation of Pip in Great Expectations :: Free Great Expectations Essays The Maturation of Pip in Great Expectations In Great Expectations, by Charles Dickens, the author begins the tale by revealing Pip's arrogance towards previous companions. By the end of the story, we learn of Pip's love and compassion for everyone. In Great Expectations, during the middle of the book, Pip creates a rather low opinion of himself acting arrogant and conceited to others. For example, When Joe is coming to visit Pip, Pip thinks to himself, "I was looking forward to Joe's coming not with pleasure, thought that I was bound to him... If I could have kept him away by paying money, I would have paid money (pg.841). Evan though Joe protected and assisted Pip throughout his juvenile years, Pip was still embarrassed by him. Pip is an ungrateful person showing Joe no gratitude. In addition, when Pip learned who his benefactor was he replied, "The abhorrence in which I held the man, the dread I had of him, the repugnance with which I shrank from him, could not have been exceeded if he had been some terrible beast (pg.876). Pip is surprised by this intrusion of his mind realizing that Miss Havisham did not raise him to be with Estella. Evan though Pip was not raised to be with Estella he is an vicious human being thinking such vile thoughts against a man that gave him the life of a gentleman. In relation, as Provis lays down to sleep Pip reflects on meeting him, "Then came the reflection that I had seen him with my childish eyes to be a desperate violent man:" (pg.879). Pip can only think of what horrible things Provis performed. Pip is an unforgiving person, still thinking of Provis as a convict after all he did for him. Pip displays himself as a heartless feign, believing himself to be of upper society and forgetting people who helped him through his journey of life. In the end of the novel, Great Expectations, Pip redefines himself as a dependable honorable character. For example, when Pip is hovering over Provis' deathbed he says, "Dear Magwitch, I must tell you, now at last, You had a child once whom you loved and lost, she lived and found powerful friends.

Lilys life style in the sociiety and roxy eager to help her child

Pudd’nhead Wilson and   The House of Mirth are both tragedies which concentrate on the miseries of women who are the victims of either their own expectations or the society’s expectations of them. In true Twain tradition, Pudd’nhead Wilson deals with the tragedy, thickly laced with his characteristic satire. It is believed that Twain wrote this during one of his dark periods in life when he was going through pessimism created by his financial debacles. The protagonist of the work, Roxy is a slave who can pass of as a white (though she is one sixteenth black). And she is brave. â€Å"Courage is resistance to fear, mastery of fear – not absence of fear.† ( Twain, 36) In order to create a better life for her son, she exchanges him at birth with the son of her white master. But as fate would have it, her son turns out to be unworthy of the white man’s inheritance and his life goes astray. He even sells her forcibly to a white man in exchange for his gambling debts. In the House of Mirth, Edith Barton takes the readers through the life of highly desirable Lily bart, who sabotages the prospects of many suitors only to find herself decline into squalid dinginess, only to die of a sleeping draught overdose (perhaps accidentally). Most of the novel is the pursuit of money. â€Å"Society is a revolving body which is apt to be judged according to its place in each man’s heaven;† (Wharton, Chapter 4, Book I) Lily suffers because of two factors. She is incapable of following her heart and removing money as a vital point of the equation, therefore she suffers the constant heartburn of rejection. She is also not completely efficient in her manipulation of the society around her that she is not entrenched enough to counter the allegations of Bertha against her (of adultery with her husband) Paradoxically, both novels deal with freedom and slavery. While Twain deals with literal slavery and the lengths to which a mother, Roxy can go to ensure that her son escapes the clutches of slavery that she suffers, Barton talks about slavery to the pursuit of money. In the house of mirth, Lily starts feeling free when she has money and starts feeling enslaved when she does not have sufficient money. But the irony is she is always enslaved to the concept of money. Human folly led by social pressures and an inability to follow one’s heart are the causes of the tragedy of Lily, while several unfortunate incidents that start with a noble intention form the crux of Roxy’s tragedy. She is freed by her white master whom she deceives by exchanging her son with his and she is again sold off by her own son who does not know the truth. This is one of the best dramatic and tragic elements used by Twain in any of his works. Perhaps the most glaring similarity between the two novels is the way in which debts ruin a person’s judgment and lead him/her progressively towards more dreaded consequences. Lily’s unintentional debt to Gus when she starts being lavish imagining the money he gives her to be her own returns from the stock market marks the beginning of her end. Similarly â€Å"Tom† gambles heavily and this leads him into finding shadier and indirect means to repay these debts, resulting in a murder of his own uncle. In spite of the fact that neither Edith Wharton nor Mark Twain try overtly to convey any message to the readers, both these novels work as a danger signal posts which need to be looked out for to avoid any pitfalls related to monetary judgment and human judgment as a whole. Works Cited Twain, Mark. Pudd’nhead Wilson. NewYork: Courier Dover Publication, 1999 Wharton, Edith. The House of Mirth. NewYork: Norton, 1990

Tangled Cultures in Heart of Darkness, Things Fall Apart...

Culture is found everywhere. It is found in art, music, tradition, religion, language and law. Culture is hard to ignore, for it is the environment of a person’s upbringing, making us who we are as humans today. These three books, Heart of Darkness by Joseph Conrad, Things Fall Apart by Chinua Achebe and Learning to Bow, Inside the Heart of Japan by Bruce Feiler, discuss different cultures and the effects that cohabitation have on them. When two unfamiliar cultures cohabit both cultural groups are effected. Belief systems are challenge, perceptions continue to be predetermined and one when cultures work mutually to understand each other are there positive outcomes. In the book Heart of Darkness, Marlow; a steamship†¦show more content†¦European men have traveled into Nigeria preaching their beliefs on Christianity. THe majority of the Umuofian people are against this new religion being forced upon them. While others are joining to regain a feeling of acceptance. Some are understanding of these changes while others are trying to force the new religion out. â€Å"‘It is already too late,’ said Obierika sadly. ‘Our own men and our sons have joined the ranks of the stranger. They have joined his religion and they help to uphold his government. If we should try to drive out the white men in Umuofia we should find it easy. There are only two of them.† (Achebe 176). The need to keep tradition is enforced by the tribe elders causing a feeling of abandonment from those that have joined the Christian faith. The Christian faith brought acceptance to those who needed it but others felt as though they were being overtaken. The first reverend to interact with Umuofia was a peaceful and accepting man. His approach with the tribe was through mutual understanding. When he became ill a new, less accepting reverend took his place. â€Å"Mr. Brown’s successor was the Reverend James Smith, and he was a different kind of man. He condemned openly Mr. Brown’s policy of compromise and accommodation. He saw things as black and white. And black was evil† (Achebe 184). Reverend Smith had a predetermined outlook of the black natives that ruined the natives relationship with