A CASE OF AIRLINE INDUSTRY

COMPETENCY IN PERFORMANCE MANAGEMENT

SYSTEMS

INDIAN AIRLINE INDUSTRY : OVERVIEW

• Civil aviation is one of two major categories of flying, representing all non-military aviation

• The airline industry exists in an intensely competitive market.

• Passenger output rose to 144 million in FY 2011 from 73 million in FY 2006.

• Air transport in India today supports 56.6 million jobs and produces over US$ 2.2 trillion of the global gross domestic product (GDP).

• India would be the third largest aviation market by 2020

AIRCRAFT MOVEMENT IN

INDIA

PASSENGER TRAFFIC GROWTH

COMPETENCIES VALUED IN AIRLINE INDUSTRY

Innovation Initiative & Commitment to achieve

Customer service

Orientation

Professionalism

Effective Communicat

ion

Problem Solving

Teamwork Negotiation Influence Organizing for results

Decision Making

Strategic thinking

Attention to detail & Quality

Creativity Collaboration

Conflict negotiation

Valuing Diversity

Stress Tolerance

Judgment/discernment

Customer Focus

PMS @ EMIRATES AIRLINES

• Twice in a year employees are evaluated for PM

• Weights are assigned to different competencies according to their relevance.

• Focus is on behavioral competencies, rather than functional competencies.

• Only “Very Good” & “Exceptional” contributors are considered for promotion.

• “Good” & “Developing” are trained

PMS @ SOUTHWEST AIRLINES

• Work Environment which emphasizes shared goals, shared knowledge and mutual respect

• Focuses on 10 organizational relationships to perform better

• Sound communication techniques which are frequent, timely and focused on solving problems.

• 4 point grade scale• Unsatisfactory• Satisfactory(can improve)• Good• Outstanding

THE SOUTHWEST WAY

• Adjusts to audience• Comprehends

communication from others

• Able to maintain good work life balance

• Building trust• Continuous learning• Maintains focus• Goal oriented• Involves others• Champions diversity

Management• Creates a learning

environment• Develops others

KEY FINDINGS FROM PREVIOUS RESEARCHES

• Airlines previously used ‘flight simulator’ results to test the performance of flight crew. (Baker & Dismukes,2002)

• Performance Management Systems started focusing on Behavioral Competencies.

• Traditional models focused only on functional competencies.(Katie-keuhner Herbert, 2013)

• “Working together is about treating people the way you’d like to be treated, focusing on teamwork, communicating openly, honestly and with dignity and respect” (Forbes, Feb 2012)

CASE: KC AIRLINES

• KC Airlines is an Indian airline that is competing in the dynamic airline industry .

• Headquartered in Bengaluru.

• Serves 10 destinations with a fleet of 4 aircrafts.

• Currently developing a PMS.

• Wants to use competency in PMS.

• The profile used is of a “Flight Attendant”

PROPOSED PMS @ KC AIRLINES

Steps for competency based PMSI. Identification of the major competenciesII. Define each competency & list examples.

Example:•Adaptability : Adjusting and responding effectively to changing conditions, priorities, technologies and requirements while being able to work with diverse individuals. It is recognizing new information and ideas and adapting ones approach. It is applying flexibility, reasoning and innovativeness in the face of change.• Understands that change happens and keeps an open mind to new

initiatives.• Is flexible to altering normal working conditions in order to get a job

done (such as; will work late, offers to assist a coworker, takes assignments outside of regular job duties).

• Recognizes the value of different opinions, approaches and perspectives.

• Remains positive during times of uncertainty.• Researches new information, skills and approaches in order to adapt

to changing needs.  

Other Important Competencies were• Team Work• Customer Care• Discernment• Communication• Initiative• Professionalism