Managing_Change

1. CONTENT PAGE Section Topic Page Section 1 Content Page 1 Section 2 Introduction 2 Section 3 Qantas Airline Service and Operations 3 Section 4 Source of the Problem 4 Section 5 Impact on the Internal & External Environment 4 Section 6 Adequacy of Management Attempts to Manage the Problem 5 Section 4 Conclusion 6 Section 4 Referencing 7   2. INTRODUCTION In all organization changes are always a key point for improvement especially for Multi National Cooperation for example the CEO of a MNC company, most of the MNC CEO often hold on to their position for at most of a 5 years period after which they will be mostly been posted to another country to resume to same position as most MNC felt that changing a new CEO will indirectly reduce any risk taken by the ex-CEO without the knowledge from headquarters and also able to bring in new ideals and drive to the organization. But as John Hayes (2010) mention is an organization recognizing the need for a change is required' Recognizing the need for a change in an organization is essential as this able to gives them important time to investigate any emerging problem or opportunity within the organization and able to decide how to respond to the issue. While most small and medium company in Singapore often lack this ability and the worse is that some MNC may fail to recognize the need for change until they have little choice or when the problem have arose but to only react quickly to an unanticipated set of circumstances they have face. In my own opinion I found that companies should also adapt certain unanticipated issues precaution measure for example the below organization I have chosen to be my case study.   3. QANTAS AIRLINE SERVICE AND OPERATIONS Australia group of companies The Qantas Group’s has its main business set in the transportation of passengers through around the world for business, leisure, delivery of commercial goods and other personnel service. Altogether The Qantas Group’s have been using two alliance airline brands to cater for the worldwide market which are Qantas and Jetstar. Qantas is the world's second oldest airline. Founded in the Queensland outback in 1920, it is Australia’s largest domestic and international airline and is recognized as one of the world's leading long distance carriers, As Qantas is divided into three closely related groups, Commercial, Customer and Marketing, and Operations. The Commercial group includes sales and distribution, commercial planning, and alliances of the business to business issue where as Customer and Marketing section includes customer experience while flying with Qantas, cabin crew service and other good improvement pointers, in-flight services and marketing and finally The Operations group which comprises engineering, airports, catering, flight operations, operations planning and control (Qantas 2010). On the other hand Jetstar focus on low fares airline and believe that everyone will be able to fly even with the tightest budget and Jetstar operations based is located in Singapore. Together Qantas and Jetstar employ approximately 43,280 people and offers services across a network spanning 182 destinations in 44 countries around the globe. Domestically, Qantas, QantasLink and Jetstar operate around 5,600 flights a week serving 59 city and regional destinations in all states and mainland territories (Qantas – nearly 2,400; QantasLink – nearly 2,000; Jetstar – around 1,200). Jetstar also operates 160 domestic flights a week in New Zealand. Internationally, Qantas and Jetstar operate more than 970 flights each week (Qantas – 630; Jetstar – 340). The Group’s network comprises 182 destinations in 44 countries, including Australia and those served by code share partner airlines.   4. THE SOURCE OF THE PROBLEM On the 4th of November 2010 A Qantas A380 Airbus build aircraft operating flight number QF32 departed from Singapore to Sydney experienced an engine issue soon after takeoff and was force to return back to Singapore for further engineering inspection to be carried out, and in line with proper procedure, the pilot has sought priority clearance for its return to Singapore and has successfully landed the aircraft safely at 11.45am local time. During the period QF32 aircraft had 440 passengers and 26crew on board but there were no injuries to any passengers or crew on board (Qantas 2010). The source of the problem lies on the engine closest to the fuselage on the left wing was spotted with shooting flames and raining large metal chunks around Indonesia. Soon after the QF32 had landed safely in Singapore visible burn marks and was missing a plate section that would have been painted with the red kangaroo logo of the airline. The upper part of the left wing also appeared damaged, indicating that one or more pieces from the engine gouged a hole in the wing (The Telegraph 2010). 5. IMPACT ON THE INTERNAL & EXTERNAL ENVIRONMENT Internal impact incurs a loss, as all A380 plan have been grounded for further investigation until further notice, during this period of time the losses of flying time is sufficiently reduce as A380 is known as the world largest carrier that are able to ferry 500 passengers from one side of the globe to the other side without stopping. And with the extra overtime pay that Qantas Airline has to reimburse for its technician to re-inspect all A380 planes before it can resume full operations again. As Qantas company motto is “TO BE THE SAFEST AIRLINE IN TO WORLD” it is a huge damage to the company image although over the 60years Qantas plane have never crash before therefore it is extreme crucial on every steps they took to help bring the company image back and projecting a full confident to the public again. Christmas   6. THE ADEQUACY OF MANAGEMENT’S ATTEMPTS TO DEAL WITH THE PROBLEM Once the QF32 have safely landed in Singapore Qantas Airline immediately action was to check with the pilot if there were any causality during the flight back and try to console passengers who boarded QF32 and provide any necessary help to affected passenger. After knowing that all passenger were fine transportation have been cater to ferry affected passenger to hotels rooms for them to wait while Qantas Airline prepares the next ready flight for them. During their stay all hotel accommodations, meals and international phone calls are complementary from Qantas Airline. Qantas Airline customer service team are trying to arrange for alternative flights for affected passengers back to Australia with the shortest time possible and to keep affected passenger calm after the ordeal regular updates have been provided on what are the steps ahead that have been plan and executed. After Qantas Airline have reconcile all affected passenger issue the next in-line issue to resolve was continues to work with Rolls-Royce and Airbus carefully to fully understand the circumstances surrounding the engine failure ahead of taking the first steps toward to resuming full operations again and on the other hand together with The ATSB investigation team Qantas Airline will work closely with the Bureau to ensure the industry benefits from a detailed understanding of what caused the incident and to minimize reoccur from happening again as Qantas Airline has commenced its own investigations into how the incident occurred And for safety issue Qantas Airline has decided that they will not return all its A380 fleet to service until full confident of the issues have been identified and resolved and at this stage Qantas Airline does not expect to operate any of it’s A380 fleet for at least the next 72 hours after the accident (Washington Times 2010).   7. CONCLUSION With the above issue Qantas Airline have face during the short period of time, Qantas Airline have been working extremely hard on the ground work to fulfill all the needs of the passenger, providing in-depth inspection on all A380 aircraft before it resuming to service and never neglected on providing detail and information to the media on the status and updates. Hence I found that Qantas Airline have adapt certain unanticipated issues precaution measure for its organization during any urgent change of environment or issue arise as if they did not they won’t be able to provide such a fast solution when the QF32 was in trouble. Therefore I would suggest that organization should have study what are emergency measure that can be foreseen in advance in an organization and just select and implement when the problem happens.   8. REFERENCING • Qantas Airway Limited, Media Release, Available from http://www.qantas.com.au/regions/dyn/au/publicaffairs/introduction'ArticleID=paf_curr_intro/ Access 10 November 2010. • Telegraph Media Group Limited, Qantas A380 Airbus emergency is third scare for superjumbo Available from http://www.telegraph.co.uk/travel/travelnews/8110281/Qantas-A380-Airbus-emergency-is-third-scare-for-superjumbo.html/ Access 13 November 2010. • The Washington Times, Qantas A380 jet makes emergency landing in Singapore, Available from http://www.washingtontimes.com/news/2010/nov/4/qantas-a380-jet-makes-emergency-landing-singapore/ Access 9 November 2010 Word Count: 1,392