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Table of Contents
- Introduction--------------------------------------------------------3
- Task 1: Management Practices----------------------------------------3
- Mission Statement---------------------------------------------------3
- Management Practices------------------------------------------------5
- Task 2: Analysis of Business Challenges-----------------------------7
- Task 3: - Management Behaviors of Emotional Intelligence on Employee Engagement and Organizational Performance-------9
- Management Approach to Emotional Intelligence-----------------------9
- Impact on organisational performance and employee engagement--------11
- Task 4: - Management competencies development-----------------------12
- Stakeholder relationship management---------------------------------12
- Team Management-----------------------------------------------------17
- Conclusion----------------------------------------------------------20
- Reference List------------------------------------------------------21
Introduction
Qatar Airways is a swiftly expanding airline that has skilled exquisite increase considering the fact that its relaunch in 1997, below the mandate of His Highness the Father Emir, Sheikh Hamad bin Khalifa Al Thani. With an imaginative and prescient to end up a main worldwide airline with first-rate requirements of provider and excellence, Qatar Airways has turned out to be one of the fastest-growing carriers in the aviation industry, averaging a double-digit increase year on year. The airline's dynamic management beneath Group Chief Executive, His Excellency Mr Akbar Al Baker, has been instrumental in turning Qatar Airways into a central pressure in world aviation, incomes many admirers around the world for its top-notch standards of service. The airline has completed several milestones and accolades, consisting of being named Airline of the Year in 2011, 2012, and 2015 through Skytrax World Airline Awards and turning into the world launch consumer for the first Airbus A350 in 2014. Qatar Airways is the only Gulf airline in any of the three major international alliances, and it has placed a big order worth more than $90 billion for 100 Boeing aircraft. Their success has been attributed to their excellent management practises, dynamic leadership, commitment to service quality, and smart investments in development and expansion. Furthermore, their collaboration with FlightAware and Aireon, LLC demonstrates their commitment to safety and innovation. This study will look at their managerial practises and ongoing efforts to keep its place as a significant player in global aviation.
Task 1: Management Practices
Mission Statement
Qatar Airways has a clear mission to be a world-class airline with a focal factor on imparting the best tiers of service, comfort, and alleviation to its passengers. The airline is committed to setting up a loyal consumer base through the use of providing amazing experience experiences and providing the amazing viable charge for money. The mission assertion of Qatar Airways is to "Be the airline of preference that connects humans and places, with warmth, hospitality, and excellence, inspiring our clients and companions alike."
Qatar Airways has a set of core values that inform its operations, decision-making processes, and interactions with its stakeholders. These values include:
- Safety: Qatar Airways locations the very best precedence on safety, making sure that all of its operations meet and exceed enterprise standards.
- Excellence: The airline strives for excellence in the whole thing it does, from offering top-notch purchaser carriers to making sure the remedy and pride of its passengers.
- Integrity: Qatar Airways conducts its commercial enterprise with the utmost integrity, honesty, and transparency, incomes the believe and recognise of its stakeholders.
- Care: The airline cares about its employees, customers, and the communities it serves, striving to create a wonderful effect in all areas of its operations.
- Innovation: Qatar Airways is dedicated to innovation, the use of ultra-modern applied sciences and adopting new methods to beautify its offerings and remain in advance of the competition.
- Teamwork: The airline believes in the electricity of teamwork, fostering collaborative work surroundings that promote communication, respect, and mutual guidance amongst its employees. By upholding these values, Qatar Airways has been in a position to set itself up as one of the world's main airlines, regarded for its superb consumer service, operational efficiency, and dedication to protection and excellence. The airline's centre of attention on innovation and non-stop enhancement has allowed it to continue to be beforehand of the curve and adapt to altering market conditions, whilst its dedication to integrity and care has earned it the faith and loyalty of its clients and stakeholders. Additionally, its emphasis on teamwork and worker engagement has helped to foster a high-quality work culture, ensuing in an exceptionally influenced and productive group of workers that are dedicated to handing over good viable effects for the organisation and its customers.The airline believes in the electricity of teamwork, fostering collaborative work surroundings that promote communication, respect, and mutual guidance amongst its employees. By upholding these values, Qatar Airways has been in a position to set itself up as one of the world's main airlines, regarded for its superb consumer service, operational efficiency, and dedication to protection and excellence. The airline's centre of attention on innovation and non-stop enhancement has allowed it to continue to be beforehand of the curve and adapt to altering market conditions, whilst its dedication to integrity and care has earned it the faith and loyalty of its clients and stakeholders. Additionally, its emphasis on teamwork and worker engagement has helped to foster a high-quality work culture, ensuing in an exceptionally influenced and productive group of workers that are dedicated to handing over good viable effects for the organisation and its customers.
Management Practices
Qatar Airways has an administration fashion that is centred on accomplishing its mission and values. The airline's senior administration team, led via Group Chief Executive, His Excellency Mr Akbar Al Baker, is regarded for being hands-on and concerned in everyday operations. The administration crew is additionally acknowledged for being decisive, taking calculated risks, and making strategic investments in the airline's boom and expansion
One of the key administration practices at Qatar Airways is its dedication to innovation. The airline has invested closely in new technological know-how and operational processes, which has enabled it to continue to be in advance of its competitors. For example, the airline used to be the first to introduce the modern Qsuite, a new thinking in top-rate travel, providing the world's first double mattress in enterprise-class. Another vital administration exercise at Qatar Airways is its focal point on worker engagement and empowerment. The airline values its personnel and encourages them to take possession of their work and take pleasure in their contributions to the company's success. Qatar Airways additionally affords its personnel with ongoing coaching and improvement opportunities, which helps to construct a sturdy and influenced workforce.
The airline's dedication to high-quality consumer providers is any other necessary administration practice. Qatar Airways prides itself on presenting an extraordinary journey ride to its passengers, with a focal point on comfort, convenience, and hospitality. The airline has gained several awards for its client service, which includes being named "World's Best Business Class" and "Best Business Class Airline Lounge" at the Skytrax Awards. Qatar Airways has a clear mission to be a world-class airline with a centre of attention on offering high-quality consumer carriers and cost for money. The airline's values are mirrored in its tradition and administration practices, which encompass a centre of attention on innovation, worker engagement and empowerment, and gorgeous patron service. The airline's senior administration crew is recognised for being hands-on and decisive, taking calculated risks, and making strategic investments in the airline's increase and expansion. Overall, Qatar Airways is a profitable airline with a clear imaginative and prescient and robust values that are mirrored in its administrative practices.
The management practices of Qatar Airways are aligned with the airline's mission and values, as verified by means of its outstanding overall performance in the aviation industry. The airline's administration team, led via Group Chief Executive, His Excellency Mr Akbar Al Baker, has persistently emphasised the significance of safety, excellence, integrity, care, innovation, and teamwork in all components of its operations. One of the most exquisite examples of the airline's alignment with its mission and values is its commitment to safety. Qatar Airways locations the best possible precedence on safety, imposing rigorous security requirements and procedures, investing in the latest technology, and presenting everyday coaching for its employees. This dedication to protection has earned Qatar Airways several security awards and accolades, consisting of the Airline Ratings' Airline of the Year for Safety in 2019.
In phrases of excellence, Qatar Airways has constantly been identified for its terrific patron service, which is a testimony to the airline's administration practices. The airline's centre of attention on non-stop enhancement and innovation has led to the improvement of today's applied sciences and services, such as its award-winning Qsuite commercial enterprise classification product and its in-flight enjoyment system, Oryx One. Qatar Airways has additionally invested closely in its airport lounges, presenting passengers with a luxurious and at-ease ride earlier than their flights. The airline's dedication to integrity is mirrored in its obvious and moral commercial enterprise practices. Qatar Airways conducts its commercial enterprise with the utmost honesty and transparency, imparting correct and well-timed statistics to its stakeholders.
The airline additionally has zero-tolerance coverage for corruption, fraud, and different unethical behaviour, making sure that its personnel are held to the very best requirements of moral conduct. Qatar Airways' focal point on care extends past its clients to its personnel and the communities it serves. The airline affords its personnel a complete range of advantages and opportunities for professional development and has applied a number of initiatives to promote range and inclusion. In addition, Qatar Airways has a robust dedication to company social responsibility, investing in a variety of packages and initiatives to help education, healthcare, and environmental sustainability. Finally, Qatar Airways' emphasis on teamwork has helped to foster an advantageous and collaborative work culture.
The airline encourages communication, respect, and mutual assistance amongst its employees, which has resulted in a rather inspired and engaged workforce. The airline additionally has a robust emphasis on worker focus and rewards, which in addition, reinforces its dedication to teamwork and worker engagement. Qatar Airways' administration practices are really aligned with the airline's mission and values. The airline's dedication to safety, excellence, integrity, care, innovation, and teamwork has enabled it to turn out to be one of the world's main airlines, with recognition for gorgeous purchaser provider and operational efficiency. By persevering to uphold these values and making investments in its employees, customers, and communities, Qatar Airways is well-positioned for endured success in the particularly aggressive aviation industry.
Task 2: Analysis of Business Challenges
Qatar Airways has confronted several challenges in latest years, mainly in mild of the COVID-19 pandemic and the ensuing tour restrictions and decreased demand for air travel. One of the key challenges for the airline is navigating the continuously evolving journey restrictions and policies imposed by using specific countries, which can have an impact on the airline's capability to function and the demand for its services. Additionally, the airline faces opposition from different carriers, in particular in the Middle East region, as nicely as rising gasoline charges and different operational expenses (Hamad et al., 2020). To tackle these challenges, Qatar Airways has leveraged its administration competency of creativity and innovation to enhance new techniques and initiatives. For example, the airline has centred on growing new routes and increasing its community to new destinations, such as launching flights to Seattle and San Francisco in the United States and growing its presence in Africa and Asia.
The airline has additionally invested in new technologies, such as the use of biometric facial awareness for check-in and boarding processes, to enhance consumer trips and extend efficiency. In response to the COVID-19 pandemic, Qatar Airways has been proactive in imposing measures to defend passengers and employees, such as requiring masks to be worn on board and growing the frequency of cleansing and disinfection of aircraft. The airline has additionally delivered bendy reserving insurance policies to supply clients with greater preferences in case of adjustments to their journey plans (Kucsera, 2021). However, the airline nonetheless faces ongoing challenges associated with the pandemic, such as decreased demand for air journeys and the uncertainty surrounding journey restrictions and regulations. To tackle these challenges, Qatar Airways has persevered to innovate, such as by using introducing new protection measures, such as the use of UV-C disinfectant robots and introducing a new digital health passport app to streamline the tour experience (Baxter, 2023). Qatar Airways has confronted sizable challenges in current years; however, it has leveraged its administration competency of creativity and innovation to increase new techniques and initiatives to tackle these challenges (Sinaga, 2022). While the airline nonetheless faces ongoing challenges associated with the pandemic and competition, its dedication to innovation and adaptability positions it properly to navigate these challenges and proceed to grant amazing carrier to its customers.
Effective decision-making is an essential thing of profitable management, and Qatar Airways have to proceed to enhance its decision-making competency to mitigate the challenges it faces (Petcu, 2021). One widespread venture Qatar Airways faces is the aggressive panorama of the aviation industry, with quite a few main gamers vying for market share. The COVID-19 pandemic has exacerbated this challenge, as airways hostilities to live on in the face of lowered demand and expanded protection regulations (Hasoh et al., 2021). To mitigate these challenges, Qatar Airways' administration crew desires to enhance their decision-making process. One vicinity that requires enhancement is the velocity and agility of decision-making.
The aviation enterprise is fast-paced and dynamic, and choices want to be made shortly and successfully to remain competitive. Qatar Airways need to reflect on the consideration of imposing greater streamlined decision-making processes, such as delegation of decision-making authority to lower-level managers, to make sure that selections are made shortly and effectively. Another location for enhancement is the incorporation of data-driven decision-making. In the modern-day generation of huge data, it is vital to contain facts and analytics in decision-making processes (LEBEL, 2019). Qatar Airways can leverage statistics analytics to become aware of tendencies in passenger demand and modify its routes and offerings accordingly (Chiambaretto and Wassmer, 2019). Additionally, records analytics can assist in perceiving inefficiencies in the airline's operations, enabling the administration crew to make data-driven selections to enhance effectiveness and minimise costs.
Qatar Airways' administration group can additionally gain from enhancing its strategic decision-making competency. Strategic selections can have a long-lasting influence on the airline's success, and the administration crew have to have a clear appreciation of the airline's strategic dreams and objectives. Qatar Airways can gain from a better structured strategic decision-making procedure that includes stakeholder entry and careful evaluation of external factors, such as enterprise traits and aggressive forces (Kucsera, 2021). Furthermore, Qatar Airways' administration group can enhance their decision-making competency by means of fostering a subculture of non-stop improvement. The airline's managers need to inspire personnel to share their thoughts and guidelines for enhancing operations, products, and services.
This open and collaborative subculture can generate modern options for challenges confronted by the airline. Qatar Airways have to proceed to enhance its decision-making competency to mitigate the challenges it faces in the cutting-edge environment (Sulistya and Ginaya, 2020). The administration group must focally point on streamlining decision-making processes, incorporating information analytics, enhancing strategic decision-making, and fostering a subculture of non-stop improvement. By enforcing these improvements, Qatar Airways can make fantastic selections to remain aggressive and profitable in the aviation industry.
Task 3: - Management Behaviors of Emotional Intelligence on Employee Engagement and Organizational Performance
Management Approach to Emotional Intelligence
Qatar Airways is regarded as one of the best and leading airways in the world and also an expensive one. The income and revenue of the airways have accelerated over the past several years. Although Airways are increasing its revenue in recent times, it also faces some issues in operation management.
The major issues that the airways face in its management practices are continuous operation and maintenance issues. Just like several other international airlines, Qatar Airways faces risks from several sources. It has to face the risks related to the rules and regulations of the governments, non-compliance risks, competitors, and infrastructure challenges (Görgens-Ekermans and Roux, 2021). Qatar Airways also face issues like failures in information technology, security issues, currency fluctuations, fluctuations in oil prices, security risks, terrorism threat, debt financing, natural disasters, fluctuations in interest rates, tensions arising in the Middle East, and unrest, among the staff.
At the beginning of the 80s, the deregulation of traffic in the US creates a scenario of a competitive market. The advent of internet platforms has changed the complete scenario. The relationship between the airways and its customers get influenced by this deregulation. The airline industries are majorly affected by fuel price fluctuations and economic shifts (Shafait, Yuming and Sahibzada, 2021). At this time, the fuel price has risen nearly 50%. Economic crisis aids the competition among the airlines. Global airlines were hugely impacted by the economic downturn in Europe and the international recession. Due to all these reasons, Qatar Airways recorded a reduction in their number of bookings. However, this critical situation started to take a positive turn at the beginning of 2009. The price of fuel started to reduce, which accelerated the demand for Airline services. Within a year, the international airline sector has successfully made a bouncing profit of $15.9 billion with a margin of 3% (Hajncl and Vučenović, 2020). Although the situation of competition still lingers, the airways compete with each other to remain in the top position.
Other key areas affect Qatar Airways. As the world is gradually becoming aware of environmental degradation, there have been changes in environmental regulations. Airline companies are bound to decrease the amount of carbon footprint. Making investments to reduce the impact of carbon footprint is quite costly (Gómez-Leal et al., 2022).
Qatar Airways has included training facilities for emotional intelligence, and for this purpose, it has joined hands with the "Six Second”. Initially, the members of the team of customer experience were provided with training by the “Six Seconds”. This training will help them to become a certified practitioner in the field of emotional intelligence. Airways has decided to provide training on emotional intelligence to the different teams so that they can improve their productivity and better serve the customers. In this context, it can be stated that the term “EQ” refers to the capability of a person to perceive the feeling, emotions, and issues of others so that they can manage and provide an effective communication facility to them. It will facilitate a higher communication level along with thriving incorporation (Kanesan and Fauzan, 2019). On a press meet, Rosson Dimitrov, the senior VP of the customer experience team of Qatar Airways, stated that Qatar Airways always supports and extends their helping hands to the employees by providing training and development programs to them.
The training and development program will enhance the productivity of the employees, and the staff can communicate with the customers effectively. It will increase the customer satisfaction and the number of new customers. He also added that when the staffs of Qatar Airways become trained in the EQ, they can better understand the needs and wants of the customers (Shariq, Mukhtar and Anwar, 2019). With this knowledge, the trained staff can better serve the passengers. So, passengers can get a high level of satisfaction and choose the airline for the next time also. The memorable experience will lead passengers to choose Qatar Airlines. The company values the emotions of both its employees and its customers. The main aim of the organisation is to create an emotionally intelligent organisation.
Impact on organisational performance and employee engagement
The emotional intelligence and the management practice of Qatar Airways impact customer satisfaction. The performance of the employees is also impacted by the operation management of the company and the overall performance. There are several benefits of the EQ process, and it has the potential to improve the overall performance of the company. Employee engagement happens when the employees are satisfied with the work environment, and they want to serve the company. Qatar Airways can become a competitive airline in the industry if it can enhance employee management. Further research has shown that organisations that are high in employee engagement can drive operational efficiency, customer satisfaction, and high productivity (Supriyanto, Ekowati and Masyhuri, 2019). This issue of employee engagement should be taken from the perspective of the behavioural, emotional, and cognitive.
When companies contribute to the productivity of their employees, they become more productive than before. In the case of Qatar Airways, the company trained its staff to serve its customers in a better and improved way. When customers are satisfied with the treatment they are getting from the Airlines, they will certainly choose this airline for their next journey. It will increase the trust and loyalty of the customers to the company. Higher productive employees increase the customer retention rate. So, the company, on the whole, can benefit from higher customer retention as it can strengthen its economic status and also remain in the competition of becoming the top airline in the international market.
Employees who are satisfied with the treatment the company is providing remain in that airline and continue to thrive in their excellency (Majeed and Jamshed, 2021). Qatar Airways presents emotionally intelligent training to its workforce so that it can remain competitive in the market. When the worker's expectations meet reality, and they get the expected treatment, the rate of employee engagement increases, and the increased level of performance. To sum up, Qatar Airways included the EQ in its management operation to improve the experience and productivity of its staff to serve the passengers in an improved and supportive manner.
Task 4: - Management competencies development
Stakeholder relationship management
Developing a sound and strong relationship with the stakeholders is a very important function of an organisation. The organisations can revolve around the issues they face in their operations and regular activities (Pedrini and Ferri, 2019). The stakeholders can influence the overall growth and success of the organisation. So, an effective management strategy is essential for the organisation. The main aim of managing and building a relationship with the stakeholders is to influence the decisions, attitudes, and actions of the shareholders for the benefit of the company. According to the statement of Carroll and Brown (2022), with the perspective and actions of the stakeholders, the company can increase its image and reputation. The different stakeholders of Qatar Airways and their overall descriptions are given in below.
----Figure 2: Stakeholders of Qatar Airways----
--(Source: Lehtinen, Aaltonen and Rajala, 2019)--
Qatar Airways should keep satisfied its partners and inventors. Investors and partners post a high interest in this business, and they have huge power and potential to influence the operations of a business. The company should manage the government, customers, and aviation bodies closely. These shareholders have power, and they can create a change if they want, but they show low interest in the company. Media should be monitored only because of its low power and interest. Although the media can influence customers both negatively and positively. So they should be monitored closely (Mwesigwa et al., 2019). Lastly, the employees, manufacturers, and suppliers have a high interest in the operational success of the company, but on account of low power, they could not impact the performance of Qatar Airways. So, they should be kept informed about the changes, policies, and innovations.
Team Management
In the year 1965, Bruce Tuckman brainstormed the theory of team management, which is popularly known as “Tuckman’s Theory”. The main aim of the theory is to present the ideas of how a team should be formed and how it should be managed. The theory comprises 5 states through which a team develops. The stages begin with a formation of a group or a team. Every single step of this theory has a huge impact and plays an essential role in the formation and functioning of a team (Vaida and Șerban, 2021).
To begin with, the very initial stage of the framework is the group or team formation which can be stated as “Forming”. In this state, the members of the team meet each other and get to know basic information about each other. Qatar Airways at first made the group and then shifted to the second stage. In the initial stage of forming, the members behave independently. Although they get to know each other, trust and loyalty do not form in this stage. People with good intentions and good spirits but without trust and loyalty, a group of members cannot be called a perfect team. In this initial stage of forming, the members mainly discuss their interests, skills, and backgrounds with each other (Putro, Rosmansyah and Suhardi, 2020). They discuss the main goal of the company or the project. In this case, the goal of Qatar Airways should be discussed by the employees. They discuss the major aim and the deadline that is in how many years they want to see themselves in that position. In this stage, the employees of the organisation discuss the vision and mission of the company and then decide how to achieve it within a specific time. The rules and regulations were also discussed in this section. Last but not least, the roles of the members that the members have to play are discussed among them.
The next stage of this framework is called “Storming”. This is the stage where the good grace of the members and the initial excitement began to run out that they have in the sage of formation. In this stage, they face reality and start to behave differently (Kuvshinikov, 2022). In this state, the members of the team have the responsibility to complete the task in a specific time. In this context, the employees of Qatar Airways are entitled to achieve the targeted goal within the estimated time. In this stage, ego started to form, and the members of the group began to show their actual personality of them. This can result from various things. Sometimes, the members who have joined the group have some initial expectations which are far from reality. When reality started to hit them very hard, the members because defensive and started to show ego and unhealthy behaviour towards their fellow members; in this particular stage, the guidance of a true leader becomes essential (Jones, 2019).
In the next stage of “Norming”, people began to join hands and settle down their misconceptions about each other. They started to work together to achieve the goal of the team. In this stage, the situation of storming can keep coming back as there will be new responsibilities to the members. Coming of new tasks or, in this context of Qatar Airways, new responsibilities will work up the members, and sometimes they start to behave like the storming stage. As the members have already gone through the bad times and the bad atmosphere, they became aware of their responsibilities and control their egos or anger. In this stage also, a true and dedicated leader can extend their helping hands to support the members and resolve the issues quickly and swiftly (Ukhova et al., 2021).
After the stage of norming, the stage of “Performing” comes. In this stage, the members became aware of their strengths and limitations. So they can work on their limitations along with their strengths to increase their productivity. Increasing productivity will help the company, Qatar Airways, to improve the financial position of the company and accelerate growth and success. In this same stage, as the members started to increase their productivity, they grew the potential to hit the goal of the company. Each member is motivated and confident. So they can work for the company with their skill and expertise. Strict supervision will accelerate the growth of the team's performance. But the members can work even without supervision. The best efforts of the employees of Qatar Airways will help them to achieve real goals. On a positive note, working amicably on a team will create a cohesive and supportive environment that will gradually spark the creativity of the members.
The final state of “Adjourning” was done by Tuckman in 1977. This is considered the final stage as the team disbands here. When the team has successfully reached the stage of performing, the members become close to each other, and the disbanding will create a sense of grief among each other (Ceretti, 2021). As there will be chances to work in a team, the members will foster the experiences that they have gathered in working in a team.
To conclude, the theory of team management will provide an in-depth understanding of how the members of a team can perform and how they will behave.
Conclusion
Qatar Airways has become one of the fastest-growing airlines in the aviation sector by concentrating on quality and providing its customers with the highest levels of service. Despite its prosperity, the airline confronts a number of obstacles, including geopolitical tensions and the COVID-19 epidemic. To solve these obstacles, Qatar Airways must become more flexible, adaptable, and data-driven in its decision-making. Collaboration and communication across departments and stakeholders should be improved as well. Furthermore, the airline must embrace digital transformation to improve its decision-making capabilities. To be competitive in the aviation business, Qatar Airways must continue to innovate and adapt.
