Pia Hrd Project

7/30/2019 Pia Hrd Project

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Submitted To

PROF. RAFFAT IQBAL

Section A

GROUP MEMBERS

Nadia maqbool l1s07mbam0147

Hira Saeed l1s07mbam2150

Sara Altaf l1f06mbam2201

Sana Shabber l1f06mbam2198

Sumaira Tahir l1f06mbam

Uzma Ilyas l1s07mbam0214


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ALLAH

THE DISPENCEROF GRACE

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HUMAN RESOURCE DEVELOPMENT


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DECLARATION

A project submitted to the department of Management Sciences, University of

Central Punjab, and Lahore in Partial fulfillment of the requirement for thedegree of Masters in Business Administration.

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ABSTRACT

This report is concerned with the evaluation of HR practices in any company

based in Pakistan .for the above described activity we have selected a well

known air line named as PAKISTAN INTERNATIONAL AIR LINE (PIA).PIA holds its

office at near wapda house from where we have collected information.

As we have described above that our task was to evaluate the HRD practices

of any companys HR department, and for this we focused on one part of PIAs

HR department, that deals with Hiring, recruiting, interviewing, performance

appraisal and maintaining employee relation.

We have detailed studied the training function of the HRD department that

how the department analyze the need for training than design a training

format and in the end evaluate the employees which was given training

PIA Human Resource Budget department estimate that how many employees

to hire and how to hire. After estimation they decide either to recruit

employees internally or externally.

PIA offer Airline Training in all areas of the Airline Industry .PIA has one of the

most advanced Airline training infrastructures approved by local and

international regulatory authorities such as CAA(Civil Aviation Authority),

ICAO(international Civil Aviation Organization) and IATA.

PIA Training Centre (PTC) at Karachi is the only airline-training establishment

in Pakistan where comprehensive instruction in all major fields of commercial

aviation is given under one roof .PIA has been training its pilots, mechanics,

technicians, traffic/sales staff and cabin crew since 1956, but it wasnt until

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1960 that all training facilities were amalgamated at one centralized place and

expanded to train personnel in all the disciplines of the airline. There are 74

highly qualified experienced professional instructors at PTC specializes in all

fields of Airline operation and annually about 10,000 trainees are trained.

PREFACE

This is the age of globalization and technology and the world is changing with

the fast pace. Now those persons are preferred who have extraordinary

interpersonal skills and who have the ability to exploit the external resourcesefficiently. The managers are required to have very up to date information and

best communication skills so that they can deal well with the fast changing

requirement of the world.

With the changing world, the trend of management has also experienced a

wild change. Now managers have to be more competent and extra ordinary

smart to lead the game. This project has given us an opportunity to explore

the professional world that has added a lot to our knowledge. This knowledge

will give us a break to prove our ability and worth in the market.

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DEDICATION

We dedicate our project to our beloved Parents and honorable Teachers whose help

and guidance has always guided us.

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ACKNOWLEDGEMENT

We testify that there is none worthy of worship but ALLAH, and HE is the ONE

who made us that much capable to accomplish our task.

Our sincere thanks to Mr Zaigham Saeed (passenger Service Officer)

and Idrees Rana (station Manager Lahore)

We would also like to give a special thanks to our parents for supporting us

financially and morally.

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Pakistan International Airline

Come fly with us

Back Ground of Company:

PIA started its regular service from May 10, 1954. PIA introduced direct service between

West and East Pakistan. Karachi-New York service was inaugurated in 1960. In 1963 PIA

became the first non-communist airline to fly to the Peoples Republic to China.

PIA was rated as the leading and the most efficient airline for the year 1981 Hajj

operation. PIA set up first ever planetarium of Pakistan at Karachi.

Introduction:

Pakistan International Airlines Corporation, more commonly known as Pakistan

International Airlines orPIA is the flag carrier airline of Pakistan, based in Karachi. It is

the 31st largest airline in Asia, operating scheduled services to 35 destinations throughout

Asia, the Middle East, Europe and North America as well as a domestic network linking

23 destinations.

Main Bases:

Its main bases are

Jinnah international Airport Karachi,

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Allama Iqbal international Airport Lahore

Benazir International Airport Islamabad/Rawalpindi.

Secondary Bases:

The airline's secondary bases include

Peshawar International Airport,

Faisalabad International Airport,

Quetta International Airport

Multan International Airport, from which it connects the metropolitan cities

with the main bases, the Middle East and the Far East.

The airline is owned by the Government of Pakistan (87%) and other shareholders

(13%). It employed 18,043 people in May 2008.

Corporate Vision of PIA

To be a world class airline exceeding customer expectations through dedicated employees

Committed to excellence.

Corporate Mission

As a Symbol of National Pride, We Aspire to be a Choice Airline, Operating Profitably

on Modern Commercial concepts and Capable of Competing with the Best in the

International as well as Domestic markets.

Values

1. Customer Expectations

PIA is the most trusted name in the industry. The reason of its goodwill is according the

expectation of their customers that PIA has fulfilled always. By providing competitive

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tariff, extensive care, and convenience to their valued and potential customers.

2. Service

PIA aims at providing valuable and unique services to its customers. They are more

personalized and courteous to their customers. The services are valuable and rare; this is

the reason why customers trust PIA.

3. Innovation

PIA currently has a number of 43 fleets and aims at increasing this numbers to 53 by the

next few years.PIA is adoptive to changes and believe in innovation thats create new

ideas and translating these ideas into action.

4. Reliability

PIA is the most experience airline with its service with more than 53 years. This has built

in PIA has become the most reliable airline. PIA is known for its loyalty and consistency.

5. Safety

The most challenging responsibility of any organization is to provide complete satisfaction

to its employees and customers together. This satisfaction rewards favorable and easy

working conditions. The in-flight services are customers friendly and the organizational

the organizational environment is also employees oriented.

6. Cohesiveness

PIA has 12 departments working in their own direction and also provides a number of

services including speedex courier service, catering etc. The most impressive part is these

all department and services are integrated in a cohesive way.

Services

PIA offers two types of services.

Business Class

Economy Class

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Business Class

Its the only Business Class service that feels like First Class. A comfortable seat makes all

the difference on a long flight. PIA's Business Class Seats elevate the concept of luxury to

a new level, fully endorsing your decision to choose PIA Business Class.

Sit back and relax in our exclusive Business Class Lounges at the Karachi, Lahore, and

Islamabad airports. Our hospitable staff will ensure that you're well looked after during

your stay with us at the airport

Business Class passengers arriving at Airport will receive a warm welcome from PIA. Our

representatives will walk you right through all the arrival formalities so that you don't have

to stand in line or worry about clearance.

Economy Class

PIAs economy class is also comfortable for passenger as Business class. Economy Class

offer seats with a 32-inch pitch, adjustable footrests and "winglet" headrests for improved

neck comfort. The personal TV provides on-going entertainment including audio and

video on-demand choices.

Passengers enjoy the same caring service from our flight attendants, along with skillfully

prepared meals and a wide range of in flight entertainment options to choose from. Freenewspapers are also provided to all Economy class passengers. The PIA in-flight

magazine, Hamsafar, is provided to all passengers on all international flights. Humsafar

was introduced on PIA flights in 1980 and it is published bi-monthly.PIA is providing its

service in twenty-five cites of Pakistan domestically which are as follows:

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Hierarchy of PIA

This organization is divided into following departments: Human Resource and

Administration, Marketing, Corporate Planning, Information Services, Finance, Flight

Services, Flight Operation, Engineering, Procurement and Logistics, Customer Services,

Training and Development, Quality Assurance.

The organogram of the organization follows, with the Chairman at the top and directors of

departments reporting to him. The structure is centralized with the top-level management

making the decisions.

Figure 1: ORGANIZATIONAL STRUCTURE OF PIA

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Major Competitors

PIA is holding the first position in market. It has 48% market share. Its major competitors

are Air blue and Shaheen International Airline. Air blue has a market share of 35% while

Shaheen International Airline has 17% market share. People feel prestigious to travel with

PIA as compare to Airblue and others.

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SWOT Analysis

Strengths

1. Leading Market Position

PIA is one of Pakistans leading air carriers, with more than 800 daily flights. Around

150,000 passengers a month fly on PIA, making it one of the major operators in the

domestic market in terms of passenger kilometers. PIAs international market share was

43.5%, In the Domestic market, its market share was 69.4%. On a system-wide basis,

PIAs market share was 51.2% at the end of year 2007.

Its strong market position is driven by consistently low fares as well as reliable service,

frequent and convenient flights, use of new technologies like e-ticketing and self check-in

terminals, comfortable cabins and superior customer service.

2. Brand Recognition

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Strengths1. Leading Market Position2. Brand Recognition3. Superior Operating Structure4. Network Presence5. Hub airport at Karachi

OpportunitiesHaving the maximum route and fleetGrowing demand for low cost airlinesCustomer loyaltyShifting customer needsIndustry Recovery

Weaknesses1. Formulation of Govt. Rules2. High dependence on Passenger .Revenues2. Debt3. Reliance on Oil Prices

Threats

1. High Interest Rates2. Accidents3. Strong Competition by Air-blue4. Interest and foreign currency

exchange rates

5. Decline in airline industry ingstrategiesNGective i.e.

Internal Factors External Factors


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PIA has high brand recall. It is recognized by travelers all over the country. PIA is a

national airline, operating passenger and cargo services covering eighty-two domestic and

foreign.

PIA has earned the number one ranking in customer satisfaction. This strong market

position gives the company a scale advantage and helps it strengthen its brand image.

3. Superior Operating Structure

PIA has maintained its position as the low cost carrier. It has been first class Pakistani

airline to use the latest technology. Factors contributing consists of different series of

Boeing and Airbus and an efficient, high-utilization and point- to-point route structure.

Flying one type of aircraft significantly simplifies scheduling, maintenance, flight

operations, and training activities. PIA has continually achieved high asset utilization and

employee efficiency. Superior operating structure serves as the primary competitive

advantage of PIA.

4. Network Presence

PIA enjoys a strong network in key domestic and international destinations. The

companys network includes three the major airports in Pakistan, as well as major

international airport such as Dubai International Airport. Having a strong network meansthat PIA can generate traffic feed for both its domestic and international Flights.

5. Hub Airport At Karachi

PIA operates from its hub in Jinnah International Airport, Karachi. Jinnah International is

one of the worlds busiest airports in terms of number of passengers carried. It is also one

of the largest international gateways to Asia. It is also the leading international air

passenger (and cargo) gateway to Pakistan. The companys strong presences in airports

with heaviest traffic levels in Pakistan give it a competitive advantage.

6. Effective Use of Technology

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put PIA at a competitive disadvantage to competitors that have lesser debt and could also

increase the companys vulnerability to interest rate increases.

4. Reliance on Oil Prices

PIAs sustainability, growth and revenues directly depend on oil prices. A steep rise in oil

prices can seriously damage the long term viability of any airline. Recently many airlines

around the world went bankrupt due to rising oil prices. Airlines need to hedge against this

risk by taking proper measures.

Opportunities

1. Having the Maximum Route and Fleet

PIA is having the maximum route and fleet domestic and international destinations

network in Pakistan as compared to its Competitors. Route and fleet expansion will

positively impact the companys operations by increasing revenues.

2. Growing Demand for Low Cost Airlines

The growing demand for air travel is driven by lower fares and consumer confidence. Asurvey by International Aviation Authority showed that ticket price is the number one

criterion for passengers when selecting a flight, well ahead of the availability of a non-stop

service.

3. Customer Loyalty

PIAs frequent flyer and loyalty programs can help it retain customers. PIAs Awards plus

(frequent flyer program) was established to develop passenger loyalty by offering awards

and services to frequent travelers. Such schemes encourage repeat travel on PIA, as

passengers seek to accrue the benefits given to regular travelers. This enables the airline to

retain customers and reduce costs, as it does not have to spend money targeting new

customers to replace those lost to other airlines.

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4. Shifting Customer Needs

The needs of air passengers are increasingly changing, as they are becoming more and

more price sensitive. If PIA succeeds in making its prices more competitive, then the

company will be able to gain significant market share.

5. Industry Recovery

Market analysts believe that the global airline industry will experience an upturn in

fortunes over the next few years. This represents an opportunity for PIA, as it could

generate increased revenues and command market share if it capitalizes on increases in

demand.

Threats

1. High Interest Rates

The past few years have seen State Bank of Pakistan impose high as well as low interest

rates to check inflation and the over heating of Pakistani economy. Inflation in Pakistan

may see another raise in the short-term.

2. Accidents

There had been five accidents with PIA listed as below:

Pakistan International Airlines Flight PK 705 was a Boeing 720 040 B that crashed

while descending to land on Runway 34 at Cairo International Airport on May 20, 1965

resulting in 119 fatalities.

Pakistan International Airlines Flight PK740 was a Boeing 707-340C that crashed after

takeoff from Jeddah International Airport on November 26, 1979. All 156 aboard were

killed.

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Pakistan International Airlines Flight 268 was an Airbus A300B4-203, registration AP-

BCP, which crashed on approach to Kathmandu's Tribhuvan International Airport on

September 28, 1992. All 167 on board were killed.

PIA Flight 554 is the flight number of a Pakistan International Airlines (PIA) Fokker

F27 that was hijacked on May 25, 1998. The flight started its journey at Gawadar in

Balochistan after originating in Turbat, and was flying to Pakistan's southern port city of

Karachi. The aircraft was carrying 24 passengers and 5 crew members.

Pakistan International Airlines Flight 688 (PK688, PIA688) was scheduled to operate

from Multan to Lahore and Islamabad at 12:05 pm on July 10, 2006. It crashed into a

field after bursting into flames a few minutes after takeoff from Multan International

Airport. All 41 passengers and four crewmembers on board were killed.

PIA has to continuously ensure utmost safety and security of its passengers. Accidents

can adversely affect customer confidence in PIA and result in declined revenues

intensifying competition.

2. Strong Competition by Air blue

PIA is now competing against carriers such as Air blue and Shaheen Airline. PIA remains

Air blues strongest competitor because of the huge market it has gained over time, strong

brand image and customer loyalty.

PIA has started new low-fares subsidiary PIA Express to stop the Air blue market share

growing to fast. Moreover, major legacy airlines have been focusing on restructuring

costs, which has improved their competitiveness. With costs restructured, the legacy

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airlines are becoming more formidable competitors in terms of increasing capacity,

matching prices and leveraging their frequent flier programs. Increasing competition could

adversely affect the companys margins.

3. Interest and Foreign Currency Exchange Rates

Fluctuating foreign currency exchange rates can have a significant impact on PIAs

earnings. For example, as PIA is providing its services to the UK. Negative or positive

effects arise from exchange rate movements as change in expenses. Strengthening of

foreign currencies against the British Pound will positively impact PIA and vice versa.

4. Decline in Airline Industry

A number of factors have caused the current decline in the airline industry. For example,

the threat of further terrorist attacks since September 11 and a fall in the number of

business travelers have both caused passenger numbers to fall. These and other factors

may continue to affect demand for air travel in the future, which will affect revenues of

PIA. The threat of terrorism may discourage people from traveling by air and could

especially reduce the number of passengers traveling on international flights.

Human Resource Development

Human Resource Development Planning at PIA

Human Resource Planning is the process of assuring that right type of people with right

capabilities is available when required. HRD of PIA has to care all the important activities.

It is engaged in the process of hiring, firing, training, development and all other related

activities. HRD is also engaged in process of designing and evaluating the jobs and

determining a pay structure for the jobs.

During planning company analyze its goals, its current strategies, its external environment,

and its strengths and weaknesses, in terms of whether or not they can be achieved with the

current demand of human resources. Then various departments begin to look at what

skills, knowledge and abilities are available internally and where shortage of terms of

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people skills or equipment may exist. This analyzes leads to the new planning phase and as

a result PIA recruits people with specific skills required at each level of organizational

development. Its HR department duty to create a link between he organizational goals and

ensuring that the company can meet the objectives with which structure in determining

skills, knowledge and abilities of jobholder.

The employees at PIA are self-motivated and the reason for their kind of motivation is the

working environment which has to be conductive for efficiency. It is all because of the

healthy environment provided at all branches departments and very kind and neat

relationship among the employees, and very satisfactory compensation and benefit system.

HR department of the company determine what jobs need to be done and how many and

what types of workers will be required.

Training and HRD Process Model

In order to discuss the HRD processes of the company in a comprehensive manner, we

will discuss each one of them in accordance with the guidelines provided in the book andwill follow the basic Human Resource Development Model. We will divide the HRD

activities into four phases:

Need Assessment

Design Phase

Implementation Phase

Evaluation Phase

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Missi Objectives and Strate StructPe


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The HR department plays a vital role in achieving the objectives PIA has set. All

operations of the company include high-precision maneuvering and require expertise skills

for proper execution. So only the best staff is chosen after long and thorough testing and

evaluation of each and every employee. The selection procedures are formulated based on

international standards and they are designed to enable the employees to render a practical

as well as a theoretical know how of the company tasks and daily work routines. It is also

the HR dept. responsibility to provide its employees with the best working conditions

available and to improve company progress by bringing innovation to the company and

implementing carefully devised corporate strategies.

PIA's vision is to be a world class airline that exceeds customer expectations through

dedicated employees, committed to excellence. So it urges its employees to contribute to

making Pakistan's national airline a global carrier of choice.

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As a leading corporation, headquartered in Karachi, Pakistan, PIA believes its

responsibility is to nurture and develop talented, motivated individuals.

Throughout an employees career with PIA, they will be provided with opportunities for

professional, technical and personal development. In return, PIA expects its employees to

work with dedication, integrity, and 110% commitment as PIA strives to become a world

class airline.

PIA is an equal opportunities employer and aims to ensure that no job applicant or

employee receives unfavorable treatment on the grounds of gender, race, color, ethnic

origin, religion, or disability. All appointments are made on the basis of merit.

Hr Corporate Strategy of PIA

HR Mission Statement:

The PIA HRs Mission statement is

To provide quality HR services to attract, develop, motivate and

to retain a diverse workforce within a supportive work environment.

HR Strategies of PIA:

HR strategies of PIA are

To promote and support recruiting strategies and collaborate with departments to

create a high performing, diverse workforce.

To develop staff excellence through training and consultation for employees that

encourages growth and opportunity and fosters good, open communication and an

overall positive work environment for all employees.

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Basic Hr Functions of PIA

The basic HR functions of PIA are as follow

1. Human Resource Planning

2. Recruitment & Selection

3. Training & development

4. Performance appraisal

5. Compensation

6. Public relations

Human Resource Planning

Planning includes the basic setting of goals and deciding which objectives are to be

achieved over a span of time. At PIA the planning is done by proficient and skilled senior

management with consultation of the directors. The plans determine which strategies are

to be used by the company.

Short-term and long-term HR planning:

Like any international corporation, PIA has to devise short term as well as long term plans

for its employees.

Short-Term Plans:

Short term plans deal with issues such as sudden dismissal or removal of any employeeand the likely replacements for it. The short term plans are formed using statistical

analysis and they deal with the current or near future expenses of employees. It also deal

with upcoming transfer of employees from one branch to another.

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Long -term plans:

Long term plans are used to determine retirement of employees and the pension funds

which might be set up for them. Also they play a role in regulating the recruitment of new

employees, based on the retirement of senior staff members and such.

Function of HR planning:

There are three basic functions in planning at PIA:

A. Organizing employees

B. Leading employees

C. Controlling employees

(A)Organizing employees:

Organization of employees is very essential in proper functioning and progressing of

managerial functions.

PIA uses various methods to organize its employees and to form a systematic routine for

them.

Categorized databases are formed based on the ranking and occupation of employees.

The ranks are assigned different serial numbers which helps in quick and easy access to

any employee databases. Every employee at PIA has his/her own unique ID number,

which helps to pinpoint them in case of need. New employees are also entered into the

companys system. Information is extracted from forms filled by employees and uploaded

into the database.

This also includes deciding work timings and the schedule of employees. Flight timings,arrival and departure details, delays are discussed. Maintenance time tables are also

formulated and checking-in and checking-out of employees is monitored carefully.

Important dates and events are highlighted on departmental calendars. Any new update is

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conveyed to all staff through efficient communication channels within the dept. The online

services of PIA have been a breakthrough in booking flights and helping customers as well

as management to carry out transaction more effectively.

(B)Leading Employees:

Leadership accounts for boosting the morale of employees and pointing them in the right

direction. Employees are directed by supervisors and senior managers in their daily tasks

and any fluctuations are dealt with utmost concern. The managers also keep their

employees demands in view and take all possible measures to make them content with the

work environment. This is because content employees are more efficient and determined

in working and contribute positively to company interests.

PIA managers are loyal to their subordinates and help them adapt to changing work

conditions with ease.

External factors also play an influential role in changing employee behaviors. For

example, the current rise in oil prices has lead to the inevitable rise in costs of the

company. The high inflation rate has caused the employees to demand a raise in salaries

and wages. The managers have dealt with this demand in a professional manner.

Also the employee labor unions have support of the managers and their demands are

conveyed to higher authorities through the managers. Staff managers, line managers and

supervisors are appointed by senior management to assist and direct the lower employees.

(C)Controlling employees:

Organizational control includes

Monitoring the daily tasks and the operations carried out by employees.

Punctuality

Efficiency in work and behavior towards peers is part of the control.

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In order to maintain a systematic and consistent stream of daily operations it is necessary

that the employees are regular and punctual in their tasks.

Attendance of Employees:

Attendance is strict for PIA employees. Every employee has to report daily presence by

scanning his/her fingerprint in the scanning terminal on ground floor.

Time table for Employees:

The timetables of employees are examined by the HR manager and he has the authority to

make any adjustments and changes to it according to prevailing circumstances.

Besides this wages, salaries, compensations, employee expenses are also a part of the

employee control.

ORIENTATION:

The first most important component of training can be termed as the orientation of new

employees. The new employees are given orientation, a program which helps get a

welcome feeling for the organization and helps them understand the company workenvironment. The orientation of employees includes a tour of the company premises,

information on employee policies, outlining daily work routine of the employees,

companys infrastructure and line of authority. A successful orientation can help the new

workers understand the companys work methods effectively and gets them to quickly

become socialized with the firms ways of acting and doing things.

The training programs at PIA are not only for new but current employees as well. The key

jobs at the company are pointed out and careful job analysis helps in identifying likely

areas in need of training. The employees are made to attend these training workshops so

that they can gain insight on new advancement and skills in their field of work.

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PIA has a separate department which deals with all the matters of employee training in the

company. The PIA Training Institute (PTI) plays a vital role in the training of all

employees.

Human Resource Development

Training & Development

PIA has been training its pilots, mechanics, technicians, traffic/sales staff and cabin crew

since 1956. There are 74 highly qualified experienced professional instructors at PTC

specializes in all fields of Airline operation and annually about 10,000 trainees are trained.

Training plays a vital role in enhancing employee performance and it improves working

skills and capabilities of employees. The new employees at PIA are all given training so

that they get accustomed to the companys work environment and gain basic knowledge

on as how to perform their duties. PIA offer Airline Training in all areas of the Airline

Industry.PIA has one of the most advanced Airline training infrastructures approved by

local and international regulatory authorities such as CAA(Civil Aviation Authority),

ICAO(international Civil Aviation Organization) and IATA.

PIA saying

We are leading Airline Training Institution. Join us to build your career in Airline

Industry. We offer Airline Training in all areas of the Airline Industry. We have one of the

most advanced Airline training infrastructures approved by local and international

regulatory authorities such as CAA, ICAO and IATA.

Phases of Human Resource Development

PHASE 1: NEED ANALYSIS OF HRD PROGRAM:

First, the job is carefully analyzed and its required work skills, techniques, specifications

and tools are highlighted. These highlighted objects are the areas which can be improved

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through well-designed training sessions.. HR department make sure that need assessment

must identify:

Goals of the organization and its effectiveness in reaching these goals

Discrepancies or gaps between employees skills and the skills required for effectivecurrent job performance

Discrepancies between current skills and the skills needed to perform the job

successfully in the future

To make a good decision about the needs assessment approach they consider:

No of the employees needed to be trained.

the best method of communicating with participants or a sample of participants

the multiple sources of data that might be helpful in understanding the needs of theadult learners

Types of Needs

Training needs are identified by looking in different perspectives which include:

1. Performance deficiency: Those areas of the organization in each department are

identified where there are gaps between current and effective performance so that

they can be removed.

2. Diagnostic needs: Those needs that can lead to effective performance and prevent

performance problems in the future are also addressed in the assessment program.

3. Analytic needs: Company gives due importance to needs that can identify new

and better ways of doing the jobs.

4. Proactive Approach: PIA has adopted a proactive approach for HRD programs.

Trainings needs that will arise in the future and that employee will require in the

future for the effective performance of their work are diagnosed in advance to

prevent any future problems. They have a whole schedule for each department

that what training is required at each level in each department after how many

periods.

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Organizational Analysis:

Organizational analysis is conducted in each department after a period of time to

determine where training and HRD efforts are needed and the conditions within which

they will be conducted. Following factors are considered by the PIA in organizationalanalysis:

a) Organizational goals

In this those areas of organization where performance is not up to the mark and goals are

not met are identified for designing training programs.

Customer satisfaction by providing higher quality of services at an affordable cost

To optimize the use of resources

HRD goals are to align the work force to the same organizational goals and to align

them they train the employee and make their skills for this.

2. Organizational resources

PIA considers their employees the major resource and every strategy of the organization

revolves around this strategy.

Skilled staff 18,043 employees

Large number of offerings.

Good background of the company.

Easy to approach outlets.

. Revenue

According to the latest report of PIA, 87% of revenue generates from passengers, 8% of

revenue generates from cargo and remaining 5% consists of others.

Fleet

Pakistan International Airlines fleet includes the following aircraft (as of Nov 2009)

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Type Numbers

Airbus A310-300 12

ATR 42-500 7

Boeing 737-300 6

Boeing 747-200 1

Boeing 747-300 5

Boeing 777-200ER 4

Boeing 777-200LR 2

Boeing 777-300ER 3

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3. Organizational climate

Internal climate of the organization is also considered to make sure that environment is

conductive to HRD program. The work environment is very a clam and friendly

environment, the whole organization seems to belong same family.PIA is acustomer oriented organization they believe in building strong relationship with

customers, partners, employees and communities in which they operate.

4. Environmental constraints

Constraints in the external environment that include legal, social, political and economic

issues faced by the organization are considered in assessing training needs so that trainings

can be developed accordingly because external factors are beyond the control of the and it

has to adjust accordingly.

5. Structure of the Organization:

The structure of PIA is highly centralize the decisions are made at the top management and

then delivered to the lower management .It is partially decentralize as the mangers has the

authority to exercise their decisions and make decisions according to their skill and

knowledge.

Sources of Data for Organizational Need Analysis:

Sources of data that are considered by PIA in conducting organizational need analysis

include:

Mission Statement

HRM Inventory

Skill inventory

Organization Climate

Change in System and subsystem

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Task Analysis:

The PIA HR Department is working efficiently on task analysis by developing the job

description of each & every job specified within the department as in Finance, Traffic, and

Marketing & Human Resource.Task analysis is done by the HR personals who determine the key responsibilities,

activities, authorities, & conditions under which that job is performed and the KSAOs

with which job with be performed. HR personals observe & record down the entire task

and updated the information. Task analysis is carried out by following a five step process:

1. Developing an overall job description

A narrative statement of all major activities performed and the conditions under

which these activities are performed are considered by HRD professional to have a clear

idea about the tasks and conditions that employees face. Trainings are than designed

accordingly.

2. Identify the tasks

Task identification is conducted in respective department to identify the behaviors

performed within the job. For example training is given to how to handle passengers, how

to greet them, how to guide them to the departure lounge, how to let them know that on

which seat they have to sit etc .For this purpose time sampling method is used involves a

trained observer watch and note the nature and frequency of an employee activities. By

observing at random interval over a period of time, a clearer picture of the job is

understood and recorded.

3. Describe the KSAOs needed to perform the tasks

The HRD professionals also specify the KSAOs needed to perform each job because it is

these competencies that employees must develop during the training program. Employees

are than evaluated to check the effectiveness of training on the basis of these KSAOs.

4. Identify areas that can benefit from training

Those areas in which gaps are present and can be removed from training are carefully

identified.

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5. Prioritize areas that can benefit from training

The tasks that could benefit from training are prioritized so that the resources of the PIA

are utilized in the most effective manner.

Sources of Data For Task Analysis

Sources of data that are considered by PIA in conducting task analysis include:

Job descriptions and specification

Performance standards

Observe job work sampling

Analysis of operating problems

Ask questions about the job

Person Analysis:

Performance Appraisal:

At PIA, most of the direct performance appraisal is done by immediate supervisors. They

set up targets for the employees to achieve and encourage the employees to participate in

performance appraisal activities. It is the duty of the supervisors to quantify their targets in

a precise manner and to convey the target comprehensively to the employees. The goals

assigned to employees are always achievable and easily measureable so that the employees

are not demotivated by the impossibility and complexity of their goals.

PIAs HR dept. not only overlooks the supervisors performance appraisal methods but

also acts as an advisory council for them. It suggests ways and methods to supervisors to

improve their appraisal skills but leaves the evaluative decisions to the supervisors.

Some of the performance appraisal methods used at PIA are described below:

Performance Appraisal Methods:

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Graphic Rating Scale method:

The graphic rating scale method is perhaps the most widely used tool of performance

appraisal in the corporate world. PIA employers also make frequent use of this method in

evaluating their employees. The method includes a simple and typical rating scale with

choices ranging from exceptional performance to depressingly low performance. The

supervisors rate each employee by marking the choice which best represents their

performance. The assigned values are totaled to determine the overall status of the

employee.

Force Distribution method:

This method is also commonly used for evaluation of PIA employees. It makes use of

phenomenon used in grading a curve and categorizes predetermined percentages of

employees into different performance categories. The categories range from high

performers to low performers and give the general gist of each employees contribution

to the company. This practice is being adopted by an increasing number of companies

around the world.

This type of performance appraisal is more harsh and unforgiving to the employees and

tends to be inquired more commonly then other appraisal methods. Often the rating doneby the managerial supervisors has been challenged and questioned on the grounds of

biasness. To overcome this problem, the company used a panel of performance appraisers

rather than individual appraising so that unanimous judgments about employees can be

passed.

Computerized and web-based performance appraisal:

Computerized and web based performance appraisal is cost-efficient and inexpensive

method to measure the employees. It is also quick and easy to use and saves a lot of time.

Nowadays some inexpensive and compact software is available in the market which can be

used to evaluate a companys employees.

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PIA uses these tests for a number of jobs. Online web portals have been established by the

IT department of PIA to help in determining individual employee performance in a matter

of minutes. Each job is carefully analyzed and its key factors are highlighted and the

employees are measured on the basis of these key factors.

Recently PIA has been giving great consideration to its performance appraisal methods

and after consultation with authorities and concerned employers it has decided to change

its methods of measuring employee performance. The commonly used Force Distribution

and graph scale methods are being replaced with web based and other electronic methods

of evaluation. The new method which the company has laid eyes upon is the renowned

Electronic Performance Monitoring method.

EPM:

EPMs get the supervisors to electronically measure the amount of computerized data the

employees processes per day, thereby measuring his or her performance. This method is

currently in its developing stages in the company but it shows great promise and

compatibility in the future and will save the companys time and cost in evaluating the

employees.

Appraisal Interviews:

Various departments at PIA, particularly the HR department, make occasional use of

appraisal interviews. These help in verifying the results of an employees evaluation and

his actual outlook. There are two major conclusions which can be made based on the

interviews.

1. Satisfactory-Promo table/Not Promotable:

This shows that the employees work performance is satisfactory and based on thesatisfaction level should he be promoted or not. Promotional measures involve

discussing the employees career line and his duties in the future.

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2. Unsatisfactory-Correctable/Uncorrectable :

This deducts that the employee performance is not satisfactory and requires due

attention. Correctable employees show poor performance but there is room for

improvement and the weaknesses can be diminished by taking motivational steps.

Uncorrectable refers to a hopeless case and usually results in a sooner or later

dismissal of the employee.

GAP:

After analyzing the need assessment process we have concluded that need assessment

process of PIA has no deficiencies and is in accordance with the HRD model.

Recommendation:

The performance appraisal should be confidential and free from biases.

Organization resources should be properly maintained according to the standards

The services of PIA should be improved as compared to competitors.

Wastage of valuable resources should be avoided

The old employees should be given proper training .Computer training should be

given to them as they have experience but lack skill.

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PHASE 2: INSTRUCTIONAL DESIGN:

After analysis of the job, a compilation of the training components is made and content for

the training program is sorted out.

PTC: (PIA Training Centre)

The PTC is the department of PIA which deals in all processes of training and employee

skill development. The major role of this department is to conduct research on any new

techniques and work operations which can help the company facilitate its employees and

to implement these new techniques into the company through effectively developed

training programs.

Functions of PTC

To develop and conduct quality training as per the requirements of user

departments and regulatory authorities.

To maintain centralized training database of all PIA personnel for organizing HR

activity.

To maintain regular contact with vendors regarding new functionalities,

modifications and additions to update training programmers and train the

instructors.

To formulate criteria which will enable the training of PIA personnel to achieve

excellence in their respective fields/functions

To conduct courses, workshops, seminars, workouts, conventions, and to present

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papers so as to make PTC prominent in aviation training, particularly in this

region.

Training and Education

PIA Training Center

The PIA Training Center is a leading airline training institution that delivers the highest

standards of aviation instruction. The Training Center is built around a highly advanced

training infrastructure, approved by local and international regulatory authorities such as

CAA, ICAO, and IATA. The PIA Training Center's courses are based on a unique,

standards-based curriculum designed to impart knowledge and best practices in all the

aspects of the airline industry. The PIA Training Center provides quality training to PIA's

pilots, engineers, air hostesses, and to employees of other associated PIA div

History of PIA Training Centre

PIA Training Centre, Karachi-an institution of comprehensive instruction dedicated

towards imparting quality training in all the major areas associated with civil air transport.

The centre is housed in a three-storied spacious building, essentially self-contained in

facilities and centrally air-conditioned. It is situated about 300 yards from the Corporate

Head Office building of PIA.

The prestige and esteem that the Training Centre enjoys has been a result of tireless efforts

expended, since the very inception of PIA in 1956, in making the programmes of study

worthy of its name. Training has been offered for PIA employees as well as for other

airlines' staff intending to work, or already working as members of the cockpit and flight

service crew, as passenger service and marketing staff, and as mechanics and engineers,

etc. It was in 1960 that all training was amalgamated under one roof at the Hotel Midway

House, Karachi. The Centre was moved to its present premises in October 1975.

Specialist instructors are assigned at the Centre for imparting rigorous training to those

who fly, and to those who service and maintain various types of aircraft (B-747-200, A-

310, A-300, B-737, B-777). The training aids and equipment used are the latest. The

methods of knowledge and skill transfer, adopted at the PIA Training Centre, are varied all

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pragmatic and useful. Classroom lectures are augmented by group discussion,

observations, experiments, simulations, case studies, etc. Study tours to a number of PIA

facilities are regularly conducted and seminars on topics of general interest are frequently

convened.

Training facilities available within the airline also include flight simulators which are used

in the Transition and recurrent Training of pilots and other operational crew. The

equipment here includes: a cabin service procedures trainer, A310 Flight Simulator, 747-

200 Flight Simulator and B743 FFS with RB211 Engines also A-310 Video & Audio

Computer Based Instructions (VACBI) Systems. These are largely supplemented with

apprentice workshops and laboratories for new entrants.

During the past, for many years the PIA Training Centre has also been instrumental in

rendering training to a large number of pilots, engineers, flight stewards/stewardesses,

traffic and sales personnel from over 30 airlines and associated agencies worldwide,

mostly from Asian and African countries.

The PTC provides training to both old employees and new and following are some of the

training courses which are offered by the PTC to company employees.

1. Stewardess Training:

The hostesses are trained in their communication skills and various new aspects of

customer dealing are introduced to them through effective multimedia lectures and on-the-

job training. They are coached under the supervision of senior employees which helps

them gain a know-how of the work procedures. Verbal courses are used to enhance the

communication skills of the hostesses. The new hostesses as well as current hostesses are

trained using audio-visual training lectures.

2. Flight Crew Training:

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Flight crew receives training through multimedia lectures and personal visits to real work

places for effective exposure to work conditions and quick adaptation to their

environment.

3. Aviary training for pilots and co-pilots:

Pilots and captains are trained extensively and a myriad of methods is used to enhance

their operational skills. Audio-visual flight simulation software is used to train the

employees in handling flights in critical weather conditions. Pilots also undergo apprentice

training when a new co-pilot assists his senior officer in flights or so.

4. Fleet maintenance techniques:

Fleet training requires the employees to handle advanced machinery and this s done by

real time exposure to the machinery. Supervisors and senior staff members help the new

employees get accustomed to using the company tools and coach them to various

operation using easy and common examples and sample working.

5. Managerial Training:

Managers are trained in their skills mostly through OJT. They undergo direct action

learning and interact with other departments to acquire skills in new areas so that they can

effectively monitor all the departments. Job rotation plans help to circulate managers

through the company and trainees work directly with senior offices to gain first hand

experience in employee motivation and leadership skills.

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6. Flight control and Air traffic:

Flight control is the most difficult training at PIA and it requires tough training routines

and tests. They are trained to forecast flight conditions and to determine the risk of mishap

in any flight.

7. Internal employee training:

Internal employees are trained using a blend of OJT, job rotation and apprentice approach

depending on the nature of the job in question. Internal employees are trained in their

current skills though multimedia usage and work sampling. The internal training programs

have proven quite effective in improving employee efficiency.

8. External employee training:

External employees require more training since they are new to the organization and lack

the sense of familiarity with the work environment. Comprehensive well designed training

programs are used by PTC to train the new employees in communication, daily routine

work, etc. the supervisors direct their subordinates in a professional manner and are

always willing to point the new employees in the right direction.

9. Training for employee selection:

New selection methods are analyzed and discussed under this training and this helps in

refining the selection tests and better evaluating new employees for the job.

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10. Accounts maintenance and transaction handling:

Financial training and account management courses are also common at PIA.

11. Innovative Training Workshops:

Multimedia workshops and periodic lectures and conferences help expose employees to

competitive new working skills and take them a step ahead in their working.

Facilities at PTC:

Main Building:

Three-storey Centrally Air- conditioned

Building Area: 52,200 sq. ft.

Building includes:

Classrooms equipped with latest training aids:

Aircraft Cabin Mockup

Computer Based Training

Audio Visual System

Audio Visual System

Cockpit Systems Simulator

Grooming Room

SABRE System (Reservation/Checkin)

Laboratories

Library

Printing and Publications

Photo Lab

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Auditorium

Seminar & Conference Rooms

Apprentice Building:Building Area: 12,700 Sq. ft.

Two-storey building equipped with:

Air-conditioned classrooms

Latest training aids

Workshops

Accommodation

No Accommodation Facility Available in PTC for Trainees. Students are expected to

make their own arrangements for boarding and lodging. The hotel rates vary from USD50

to USD 70 per day.

Cafeteria

PIA Training Centre has a brand new cafeteria located on ground floor over looking the

lush green garden with its beautiful plants, has the capacity to accommodate around 200

trainees. Tea and refreshments are provided from 9 am to 3 pm. This cafeteria also caters

for business and official functions of Head Office as well.

Library

The Library at PIA Training Centre plays a vital role in providing information on the

courses conducted at PIA Training Centre as per requirement of any Aviation Industry. In

fact, it is the back-bone of the Training centre where PTC chief instructors, Instructors,

PIA Officers, Engineers, Pilots, Trainers, as well as visitors and foreign trainees frequently

visit for knowledge seeking and general reading purpose.

This library provides its readers over 6000 books (technical and non-technical) literature to

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instructors such as engineering change orders, service bulletins, technical notices, service

letter, evaluation notices, services information bulletins, amendments of overall manuals,

maintenance manuals, CAA literatures, ICAO & IATA literatures and amendments of all

aircrafts manuals. We have received the latest Boeing 777 A/C & ATR A/C Literature as

well.

We are in the process of automating the PTC Technical Library for latest updates. This

library not only caters for PTC faculty but to all those personnels working in different

departments of PIA as well.

Physical Fitness

Physiology Lab is run by PIA Physiologist who provides physiological guidance to all PIA

employees with the help of posture balancing equipments which is installed on the 2nd

floor of PTC for the use of all employees of PIA.

The objective of this lab is to provide guidance to enhance the enthusiasm and how to

improve the ability to express one self and to coordinate body and mind functions. To

bring about the awareness is to achieve a high level of unity of mind and body in a

disciplined environment. The aim is to achieve a high level serene attitude towards lifeleading to higher productivity, most notably in our profession.

Course Offered:

PTC offers highest standard of aviation training at very economical terms and even the

stay in Karachi is in-expensive.

Customer Service

Flight Service

Marketing

Passenger Service

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Flight Operations

Information Technology (CBT)

Management

Flight Service:

S.No Courses Duration

Basic Courses

1 Flight Service Basic For Cabin Crew 09 Weeks

Advance Courses

(Only for PIA

Employees /

Customized for

other Airlines)

1 In-flight Management Supervisory Skills 03 Days

2 Supervisory Skills for Senior Crew of ATR 42/500 01 Day

3 B+ Procd. & International ( Airline Customized Course ) 05 Days

Refresher Courses

1 SEP Refresher (PIA specific Aircrafts) 04 Days

2 Announcement Refresher 02 Days

3 In flight Service Refresher 02 Days

Equipment / Job

Specific Courses

1 B 747 Conversion (200/300) 05 Days

2 B 777-200 ER/LR / 300 ER Conversion 03 Days

3 A 310-300 (Conversion) 03 Days

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4 Dangerous Goods Regulations Initial 02 Days

5 Dangerous Goods Regulations Refresher 01 Day

6 Flight Deck Transition B-747 02 Days


8 Flight Deck Transition A-310 02 Days


Marketing:

Basic Courses

1 Tariff & Ticketing Basic 2 Weeks

2 Tariff & Ticketing Basic (for IATA Travel Agency Staff) 1 Week

3 Tariff & Ticketing Basic (at Domestic Stations for Pvt.) 2 Weeks

4 Reservation/ticketing/ASR (SABRE) 2 Weeks

5 E-ticketing / Interline E-Ticketing 1 Week

6 Cargo Sales Basic 2 Weeks

7 Dangerous Goods Regulations Initial 1 Week

8 Live Animal Regulations 3 Days

9 Perishable Cargo 2 Days

Advance

Courses

1 Tariff & Ticketing Intermediate 2 Weeks

2 Tariff & Ticketing Advance 2 Weeks

Refresher

Courses

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1 Cargo Sales Basic ( Refresher) 1 Week

2 Dangerous Goods Regulations (Refresher) 1 Week

3 Reservation/E-Ticketing/ASR (Refresher) 1 Week

4 E-ticketing / Interline E-Ticketing (Refresher) 1 Week

Specific Courses

for Cargo

Personnel

1 ULD Orientation/Pallet Building/Loading/Unloading Awareness 3 Days

2 Safety of Cargo on board (Safe Cargo Operation) 2 Days

General Courses

/ Seminars /

Workshops

1 Sales Representative Course 2 Days

2 Trainee Officers Training 4 Weeks

3 Marketing Orientation 2 Days

Passenger Service:

S.No Course Duration

Basic Courses

1 Basic Passenger Services 03 Weeks

2 DGR Basic 01 Week

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3 SABRE ACSI (airport check-in system international) 01 Week

4 Baggage Handling 02 Days

5 Trainee Officers Training As per requirement

6 Loading / Unloading Narrow Body 03 Days

7 Special Handling 03 Days

8 Steady State Basic 01 Week

9 Dangerous Goods Regulations (DGR) 01 Week

10 World Tracer Management (WTM) 01 Week

11 Baggage Attendant 02 Days

Advance Courses

1 Loading/Unloading B-747 01 Week

2 Mass & Balance 02 Weeks

3 DGR for Load Planners & Loading Personnel 01 Week

4 DGR for Check-in Staff 02 Days

5 Ramp Coordination 03 Days

6 Airside/Ramp Safety & Human Factor 02 Days

Refresher Courses

1 DGR Refresher 03 Days

2 ACSI Refresher 03 Days

3 Basic Passenger Service Refresher 03 Days

4 Ramp Safety & Human Factor Refresher 01 Day

Equipment / Job

Specific Courses

1 Loading /Unloading A300/310/B737/B777 03 Days

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General Courses /

Seminars /

Workshops

1 Courtesy & Customer Care 02 Days

2 Attitude Development 02 Days

3 Customer Service Workshop 02 Days

4 Time Management 01 Day

5 Formal & Informal Communication 01 Day

Flight Operations:

F light Operation Training Unit

Sr.No Course Duration

Basic Courses

1 Cadet Pilot Basic 50 Days

2 Flight Operation Officer 120 Days

Refresher Courses

1 A310 Long Refresher 5 Days

2 A310 Refresher 1 Day

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3 A310 Remedial Refresher (All Aircraft) 3 Days

4 ATR42 Long Refresher 5 Days

5 ATR42 Refresher 1 Day

6 B737 Long Ref 5 Days

7 B737 Ref 2 Days

8 B747 Long Refresher 5 Days

9 B747 Ref 2 Days

10 B777 Long Ref 5 Days

11 B777 Ref 1 Day

12 Security Ref (Flight Crew) 1 Day

13 Security Ref Course 1 Day

Equipment / Job Specific Courses

1 A310 Indepth 3 Days

2 A310 Technical Transition 20 Days

3 ATR42 Indepth 3 Days

4 ATR42 Technical Transition 20 Days

5 B737 Indepth 3 Days

6 B737 Technical Transition 20 Days


8 B747 Tech 20 Days

9 B777 Diff 1 Day


11 B777 Technical Transition 13 Days

Department Sponsored Courses

1 Instructional Techniques 2 Days

2 Basic Security Course 2 Days

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Information Technology

Information Technology Training Unit


Basic Courses

1 Windows & Internet 01 Week

2 Review of MS-Office 01 Week

3 Network Basics 01 Week

4 Orientation 01 Week

Equipment / Job Specific Courses

1 MS-Excel 01 Week

2 MS-Word 01 Week

3 MS-Power Point 01 Week

4 MS-Excel Advance 01 Week

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5 MS-Access 01 Week

6 Word & Power Point 01 Week

Department Sponsored Courses

1 System administration & development of CBT Coursewares for Cockpit Crew &

Aircraft Maintenance EngineersAs Per Requirement

Management:


Skill Development Courses

1 Initial Management Course 2 Weeks

2 Middle Management Course 2 Weeks

3 Senior Management Course 2 Weeks

4 Supervisory Skills 1 Week

Orientation Courses

1 Trainee Officers 1 Week

2 Train The Trainer 1 Week

Seminars / Workshops / Short Courses

1 Leadership 2 Days

2 Team Work 2 Days

3 Motivation 2 Days

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4 Stress Management 2 Days

5 Managerial Skills 1-2 Days

6 Perception & Personality 1-2 Days

7 Conflict Management 1-2 Days

8 Effective Communication 1-2 Days

9 Positive Attitude 1-2 Days

10 Decision Making 1-2 Days

11 Creativity & Innovation 1-2 Days

12 Organizing Skills 1-2 Days

13 Interpersonal Skills 1-2 Days

14 Problem Solving Skills 1-2 Days

15 Listening Skills 1-2 Days

16 Delegation 1-2 Days

17 Time Management 1-2 Days

On Training the type of question asked:

On training the candidates or employees are given question related to different areas like

algebra, arithmetic, English, geometry, General Knowledge and Mathematics

In addition the PIA also focuses heavily on the following things:

The objectives of the training program

Time and money available

Availability of other resources

Trainee characteristics

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Training Material:

PIA design its own in-house with combine efforts of the subject matter experts and the

trainers in presence of the top management and trainer which ensures the validity of thetraining material and its after effects.

Program Announcement: it is used to inform the target audience about the training

program. The circular is distributed to all employees in Pakistan. The announcement

should indicate the purpose of the program, when and where it will be held, and how

the employee can qualify to participate.

Program Outline: Program outlines are distributed among the employees who are

under the training sessions. The program outline has not been given by the employees

as per secret document

Training manuals and Textbooks: Training manuals are defined by the trainer

according to the demand of the training course whether it is initial or advance course.

Scheduling the HRD Program

PIA is conducting its training program for 15-20 days minimum and 2-3 months maximum

period having the time line from 9:00 am to 5:00 pm. During the training sessions theemployee is just subject to the training material and no interaction to its job.

Registration and Enrollment Issues

Registration and enrollment system is over intranet, any employee can online apply for the

training program. The form is filled by the employee and he is registered to the training

related to specific department like finance, management, flight operation, information

technology etc.

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GAP

The trainer has been following the outline items but not every time. The trainer

usually focuses on its own customize training designs as required by the managers for their

trainees.

RECOMMENDATIONS

PIA Trainers has its own training material but still it has to follow the outlines which

are directed in order to make its material more productive for the training purpose.

In order to be more proactive PIA must have the access to the foreign or competitors

materials

It must reduce heavy cost and reduce its cost according to the demand rather spending

without knowing the actual demand

The training must be improved means the trainer must be trained to provide training in

different ways

The course offered in training must be updated as time passes.

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The stimulated training must be carefully handled.

PHASE 3:

Standardized Implementation Phase of HRD

Following is the brief description of implementation phase in standardized HRD

process model.

The goal the assessment and design phase is to implement effective HRD program, this

means that the program must be delivered using the most appropriate method.

Implementation phase at PIA

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Training Delivery Method:

There are four kinds of training Methods used by PIA.

1. Simulated Training

2. On the Job Training

3. Computer Based Training

4. Class room training

1. Simulated Training:

Simulated training is a method when trainees learn on actual or simulated equipment but

they are actually being trained off-the-job. PIA offers SIMULATED TRAINING for new

employees.PIA makes effective use of simulative training, especially for its pilots. This

is because the new staff must be trained in conditions with resemble the actual work

conditions maximum. Since the actual operational machinery (planes for instance) is quite

expensive and cannot be misused in training, simulative training helps to train the

employees in virtual conditions but with maximum coordination with the realenvironment. This includes flight simulation software which gets the employee to fly a

fully interactive virtual plane thorough a computer. Video tests help in simulative training

as well. This type of training is almost entirely computer based and it drastically saves the

costs of training the employees in actual work places. Even though the training is

computer based, the software is brought in maximum accordance with the actual

conditions of the job so that the employees gain a first-hand experience through their

training.

2. On The Job Training:

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PIA also offers ON THE JOB TRAINING (OJT) for the current employees.

a) Job Rotation: Its actually about the changing of job positions. By this

approach

Trainee is generally expected to learn more by observing and doing than by receiving

instructions. As the word rotation implies training on different tasks/positions.

b) Coaching: Coaching typically occurs between worker and supervisor and

focuses

On examining employee performance and can provide specific performance improvement

and correction.

c) Mentoring: In this senior employee paired with a junior employee

Helps to learn the ropes

Prepares protg for future advancement.

3. Computer Based Training:

In 1992, PIA introduced COMPUTER BASED TRAINING (CBT) facility containing

various courses for specific aircraft for training its engineering cabin and cockpit crew.

4. Class Room Training:

Employees are given lectures on how to handle flight. How to handle passenger the

training is different to each department. Like on flight training is related to how to service

passenger fairly. Cabin crew training is different .In all of theses training sections different

discussion are held related to the specific topic .The topic under discussion are as follows:

Counseling

Motivation Skills

Conflict Management

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Problem Solving

Decision Making

Team Work

Planning of the daily work

Leader ship

The Lecture Method: It is the most common and popular training technique. It is used in

conjunction with visual aids, such as slides, charts, and handouts. This method is used for

training of marketing, customer dealing and self grooming etc.

Audiovisual Media: In PIA audiovisual media is also used for those trainings in which

details are necessary. Printed materials and slides are used to make the training more

attractive for employees.

STRENGTHS

PIA has its own training center

It has highly qualified and experienced trainers

Proper training center avoids any distraction from the external environment

Proper seating helps in the delivery of effective training program.

Physical comfort level is maintained so that training can be delivered most effectively

GAPS

After analyzing the implementation process of PIA we have concluded that there are no

deficiencies in the implementation of training program.

Recommendations

There are few recommendations that can further improve the implementation process of

PIA which are as follows:

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It can incorporate the case study method in the training process to improve the

analytical and problem solving skill of the employees. Cases may be based on actual

events involving real people in an organization or they can be fictional, depending

upon the training requirement.

Use of telecommunication must be introduced because it will allow in training centers

to conduct conferences between remote locations. It will help the organization to

reduce trainer, travel, and facility costs and it will increase the availability of training

to remote locations.

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PHASE 4:

Standardized Evaluation Phase in Human Resource

Development

The Evaluation of the HRD based on the descriptive and the judgmental information

necessary to make effective training decisions related to selection, adoption, value and

modification of various instructional activates. Following is the brief description of

evaluation phase in standardized HRD process model.

In evaluation we select the evaluation criteria first and the purpose of evaluation is to

determine whether the program is meeting the intended objectives, also to determine

future participant and provide information for improving HRD programs

Evaluation Of training at PIA:

After the training is given to the employees the HRD evaluation is done .the evaluation is

supposed to be reliable, valid and Practical. The evaluation is done on the following bases

Interviews

Questionnaire

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Direct Observation

Written Test

Performance test

Interviews:

After going trough the training phase the trainee is evaluate trough Interviews .in the

interview the trainee is asked several question related to the job as well as related to the

training experience and course covered during the training.

Questionnaire:

The trainee are given questionnaire in which there are different question related to job and

some general question to check the IQ of trainee .The Trainee is also asked to evaluate the

trainer that how well he delivers the training and how cooperative he is during the training

sections.

Direct Observation:

After going the training phase the superiors frequently observe the execution of job by the

trainee that how well he is performing the job and sometimes guide them well during the

job.

Written Test:

After the training the trainee is passed through the written test to test how well he learned

during the training section and how much knowledge he has gained and is he able to apply

that knowledge to the current job.

Performance Test:

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The pilots are been tested through the performance test that is he able to apply his skill and

knowledge gained during the training phase The performance test is related to Job

performance and it is time consuming also.

Objectives of Evaluation:

Goals Achievement: In the evaluation phase they evaluate that whether they have

achieved the settle goals and the targets to fulfill the future needs.

Wastage of Resources: As the HR department also works as the change agent they

see the strengths and the weakness of all the programs needed to be implemented so

that the wastage of the resource can be avoided in the future.

Aligning the workforce: It helps the decision maker to evaluate that to what extent

the designed training program is aligned the workforce to the organizational goals.

Management and Organizational Development: the training should be designed by

keeping in mind the career development of the individual and the organization

succession planning.

Development: The bank determined which employee needs more training and it can

help to evaluate the results of the training program.

Motivation: It can encourage initiative and develop the sense of responsibility and

stimulate efforts to perform better. HR & Employment Planning: skills inventory serve as the valuable input so they see

the lack in the skills which can be needed in the future.

Communication: It is an ongoing discussion with the subordinate and supervisor

about the job. It also provides feedback.

HRM Search: It includes the search of the valuable employees.

Developing Employee Behavior:

Behavior modeling:

Following are the steps PIA uses to remodel its employees behavior and encouragement

their development:

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1. Modeling:

The trainees are first modeled by showing them videos or actual work conditions and

the proper way to do the things. For example, the new stewardess is shown video on

how to handle the customers and how to operate the basic on-flight equipment.

2. Role Playing:

Next, employees are given roles to play in certain situations which are a practice for

the things they learn in behavior modeling.

3. Social Reinforcement:

The trainer provides reinforcement in the form of praise and constructive feedback

based on how the trainee performs in the role playing situation.

4. Transfer of Training:

The trainees are then returned to their jobs so that they can implement the new

techniques they learned in actual workplace.

Behavior modeling has been highly effective for internal employees since enhances

their potential to work and gives them a sense of self-confidence and motivation.

GAPS

They dont use any financial measure to decide that how much to spend on the

training program it is always estimated.

They do not use Kirkpatrick model.

Recommendations

There should be Training of the HR professional and managers in the detail about

the utility analysis so the training spending can be calculated carefully.

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Improving an area in which the organization differentiates itself from competitors

to attract, retain, and deepen relationships with its targeted customers and for this

evaluation should be done by taking the employees in confidence.

If they use kick Patrick model they can easily identify the reaction, learning,

behavior and result of evaluation.

Compensation and Benefits:

Compensation includes:

Base Pay

Commissions

Overtime Pay

Bonuses, Profit Sharing, Merit Pay

Stock Options

Travel/Meal/Housing Allowance

Benefits including: dental, insurance, medical, vacation,

leaves, retirement, taxes.

Air-Travel compensations:

PIA offers free travel for its employees and there is also concession in traveling fares

for the immediate family of any employee.

Terminal benefits:

Employees of PIA also get terminal benefits from the company. They do not have torun through the normal flight booking procedures and tickets can be achieved from the

terminal without any delay. Also the luggage carried by employees is regarded as

personal and is not subject to the weight-carrying limitations.

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Pay Packages:PIA offers attractive pay packages to its employees. The salaries are decided by the HR

dept. after co-ordination with the administration and the employees get rewarded for what

their job is worth. Although there have been a few complains about low job fairs in the

past, the company has dealt with such ordeals effectively and currently the employees aresatisfied with their pays.

Medical Benefits:Health is a never ending issue. It is a mandatory requirement in every aspect of human

labor and accounts greatly for individual performance. Field jobs of PIA involve a high

risk of accident and exposure to dangerous machinery. So proper medical aid is always on

call in case of any unfortunate incidents. Besides this, to deal with all the health issues of

the employees and the conditions of the workforce environment, PIA has established a

separate business unit known as the HSE Management System

Recommendations:

Decentralization

PIA should decentralize its structure that would lead to the easy management, increased

motivation, easy access to information and resolution of the conflicts (as they would be

resolved by the immediate manger time span would then reduced). Since employees issues

regarding their behavior would lessen, so it would ultimately lead to more satisfied

employees that would result in enhanced productivity of the organization.

Strategic Business Unit

PIA should make its different departments into Strategic Business Unit. Every SBU should

have a defined business strategy and a manager with sales and profit responsibility. As

PIA is a large organization, so it must be convert into SBUs.

Different factors should be determined for the success of SBUs which as follows:

The degree of autonomy given to each SBU manager

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The degree to which an SBU shares functional programs and facilities with other

SBU's

The manner in which the corporation evaluates and rewards the performance of its

SBU managers

Employee Empowerment

PIA should make efforts towards empowering the employees that is going to lead to more

employee participation in the decision making process and also result in more employee

satisfaction and enhanced motivation. Apart from this, employees would feel more

independent to discuss the issues explicitly without hesitation. This would also enhance

team work process at PIA as quality team and cross-functional teams. The employees willwork with more commitment and dedication and every employee would work to his/her

fullest due to increased motivation. However, with empowerment comes accou

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