Developing Manager

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   DEVELOPING MANAGER  
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Problems Faced by Ryanair

• The main problem which the ground staff in
  Ryanair faces is the dynamic changes in the
  requirement of customers.
• The main reason behind this is the lack of power
  to solve the concern of passengers or to react on
  the new requirement laid down by customers
  because of the rigid and strict company like
  Ryanair has resulted in losing customers.
• Though, the company is still cost leadership in
  the market way ahead from its competitors like
  EasyJet and British Airways in terms of cheap
  prices, the company lacks in providing better
  customer service, because of which, the company
  has lost few of its customers (Boru, 2006).

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Guidelines set by Manager

• Some guidelines set by me as manager of Ryanair
  to resolve the problems discussed in previous
  slide
• Sharing Power and Responsibility to staff I
  would give full power and responsibility to the
  ground staff to take decision which they think is
  better suited to resolve customer concern. The
  decision should be quick and should have an
  answer to customers problem. In case of any
  doubt, the employees are free to concern with
  their supervisor in informal manner rather than
  wasting time on performing formal modes of
  sharing information.
• Weightage given to decision making during
  performance evaluation I would ask the employees
  to make a list of such scenarios and take
  feedback from the customers after resolving their
  issue. I would promise the employees that good
  feedback from the customer, will help the
  employees in their performance evaluation as due
  weightage will be given and rewarded for their
  correct actions and smart thinking.

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Guidelines set by Manager (Contd.)

• Using Vrooms expectancy model Following on
  Vrooms expectancy theory, I would reward the
  employees based on their performance which in
  turn will improve their productivity and will
  motivate them to work harder and deliver even
  high quality service to the customers (Van Eerde,
  1996).
• Vroom Expectancy Model

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Guidelines set by Manager (Contd.)

• Developing personal relation I would ask all the
  employees to share their personal concerns or
  obstacle which is stopping them in doing their
  work efficiently. I would provide discuss issues
  personally with staff members and try to give my
  suggestions, help and also provide leaves, if
  required, to resolve the matter (Gustafsson,
  1999).
• Polite behavior towards customers I would make
  it clear to the employees that their nature
  towards customer should always be polite and
  respectful. Even while explaining something to
  customers, employee should not raise his or her
  voice. Customers are the sole reason for running
  of business and any sort of disrespect should not
  be acceptable. I would also help the employees by
  dealing with one or two customers myself, so that
  I lead them by my example. It will also help in
  improving my relationship with ground staff by
  working closely with them.

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Managerial Decisions required

• Training and Development Program I would
  organize various training and learning programs
  for the ground staff to improve on their
  inter-personal relationship, communication skill
  as well as their skills to manage customer in a
  better way (Mullins, 2007).
• Close supervision over employees I would ask the
  supervisors to work closely with the employees. I
  would ask the supervisor to set up goals for each
  individual as well as for their team. I would
  also ask them to check customer response and
  feedback after the employees have taken due
  action to their issues. These should be submitted
  to me on regular basis so that I am kept aware of
  the staff working.

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Managerial Decisions required (contd.)

• Setting SMART goals I would set up a performance
  evaluation method which is transparent and easy
  to understand by all the employees without making
  it too complex (Kevin R. Murphy, 1995). The goals
  will be SMART goals and their performance will be
  decided on their achievement. A proper discussion
  on performance evaluation will be performed
  between supervisors and employees to make
  employees understand their role better.
• Bringing change to the culture To change the
  culture, I would offer employees with more power
  to take solve problems of employees, which will
  keep their minds stimulated and keep their work
  interesting each day, thereby keeping them
  motivated and improving efficiency.

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References

• Boru, B. 2006. Ryanair the Cu Chulainn of civil
  aviation. Journal of Strategic Marketing, 14(1),
  45-55.
• Gustafsson, A., Ekdahl, F., Edvardsson, B.
  1999. Customer focused service development in
  practice-A case study at Scandinavian Airlines
  System (SAS).International Journal of Service
  Industry Management, 10(4), 344-358.
• Kevin R. Murphy, Jeanette Cleveland.
  1995. Understanding performance appraisal
  Social, organizational, and goal-based
  perspectives. Sage.
• Mullins, L. J. 2007. Management and
  organisational behaviour. Pearson Education.
• Van Eerde, W., Thierry, H. 1996. Vroom's
  expectancy models and work-related criteria A
  meta-analysis. Journal of applied
  psychology, 81(5), 575.

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