Answer Happy

1. Assume you are a training manager at this airline. First,
what are your thoughts concerning how you would conduct a needs
assessment for the airline? What methods would you use to design
training that emphasized exceptional customer service? (10 marks)
2. Second, what type(s) of training would you recommend for flight
attendants, if the new goal was to provide exceptional customer
service? (5 marks) 3. Finally, how might the training programs
themselves have to change in order to promote innovation and
collaboration among flight attendants, as well as from the
trainers? (5 marks
OPENING CASE HRD programs can be key components when an devised and followed careful lesson plans. This was organization seeks to revitalize itself and change intended to provide a set standard of service on all its organizational culture. For instance, Cathay flights. However, to increase customer retention, Pacific Airways is an international airline based in especially among business travelers, Cathay Pacific Hong Kong that serves 141 destinations on six con- decided that something more was needed. tinents. In 2009, Cathay Pacific carried over 25 mil- lion passengers, and also maintained a large and Questions: Assume you are a training manager at this growing cargo operation. Worldwide, over 27,000 airline. First, what are your thoughts concerning how people work for the airline. A survey in the 1990s you would conduct a needs assessment for the airline? revealed that travelers felt that Cathay Pacific ser- What methods would you use to design training that vice was good, but not as warm and friendly as emphasized exceptional customer service? Second, customers desired. Some even described the ser- what type(s) of training would you recommend for flight vice as "robotic." This led to a reexamination of attendants, if the new goal was to provide exceptional how the company recruited, trained, and managed customer service? Finally, how might the training pro- its employees. grams themselves have to change in order to promote One major change that Cathay Pacific made was innovation and collaboration among flight attendants, as in its in-flight training department. In the past, trainers well as from the trainers?