HUMAN RESOURCE MANAGEMENT

ASSIGNMENT
Group 18

Vivek Kumar Agarwal – 19PGDM208

Dhruva Kakkar – 19PGDM154

Arunav Mittal – 19PGDM150

Ritik Agrawal – 19PGDM179

Topic chosen:
KRA and KPI of ‘Lead Cabin Attendant’ at a typical commercial air carrier based out of India

Key Result Areas:

 Co-ordinating communication among crew members
 Assign responsibilities to each crew member and synergize their duties
 Hold pre flight and post flight team huddles to effectively assign responsibilities and set
ground rules
 Check all emergency equipment pre- flight
 Ensure adherence to dress codes and standard company policies of the entire crew
 Ensure strict compliance to DGCA regulations and customer service regulations
 Making in flight announcements
 Handle customer queries and complaints effectively with low turnaround time
 Proactively fulfil all documentation related requirements as and when required
 Make sure the necessary rules are followed while in the aircraft, which includes but are not
limited to:
o Ensuring all passengers are seated and have fastened their seatbelts during landing
and take off or unless the captain have turned off the seat belt signs
o Make sure the main door is secure before off blocks time and until on blocks time
o Demonstrate the use of oxygen masks
o Educating passengers sitting at emergency exits about the emergency rescue
procedures and ensuring their cooperation at the time of emergency
o Help out with evacuation procedures during emergency landings
o Offer assistance for special passengers like toddlers and elders
o Help out with cardiopulmonary resuscitation (CPR) procedures and first aid
o Report any untoward incidents during flights (like medical situation etc.)
 To make the passengers aware of the in-flight merchandise catalogue and facilitate in-flight
sales transactions
 KEY PERFORMANCE INDICATORS

All the above mentioned KRA’s are transformed into quantifiable metrices that we call key
performance indicators or KPI’s in short. Defining and communicating these KPI’s are crucial before
the employee takes up the job; specially in an industry such as airline. KPI’s are deployed to enable
the organization to effectively manage their workforce and derive maximum workforce utilization;
thus, maximizing business revenues.

The KPI’s for this job role is quite unique as compared to the traditional industries. In general, there
are 5 KPI’s that each ‘lead cabin attendant’ are measured against in terms of their performance. All
the 5 KPI’s are given equal weightage in determination of the final score. These are:

1. Customer satisfaction
Customer satisfaction is measured through the ‘appreciations’ and ‘complaints’ derived
from the customer feedback for the crew. The grading is done by means of normal
distribution of the above-mentioned statistics of the entire employee base of lead cabin
attendants.

2. On board sales
A sales goal/target is defined for the lead flight attendant and absolute scale of measure is
deployed here. Following structure takes effect:

Actual sales as percentage of sales goal Grade assigned

>= 100% A
>=80% but < 100% B
>=70% but <80% C
Less than 70% D

3. Sick leaves
There is a defined number of sick leaves a lead cabin attendant can take without suffering a
salary cut. The number varies from airline to airline. One is expected to fall within that
number, but the grading is generally done on a relative basis to promote healthy
competition among peers. In case this is graded on an absolute scale, the employees tend to
take those fixed leaves for granted.

4. Total Delay Minutes (TDM)

To understand the calculation of TDM, some terminologies related to the time conventions
have to be understood. These conventions are:
i. Off-blocks time: The time when the first engine of the aircraft is started
ii. Take-off time: The time when the aircraft leaves the runway and
becomes airborne
iii. Landing time: The time when the aircraft touches the destination
runway
iv. On-blocks time: The time when the last engine of the aircraft is shut
down
v. Block time: The difference between the on-blocks and off-blocks time
vi. Taxi-out time: The difference between the off-blocks and take-off time
 vii. Flight time: The time difference between the take-off and landing time
viii. Taxi-in time: The time difference between the landing and on-blocks
time

The number of delay minutes per flight is defined as the difference between the actual on-
blocks time and the scheduled on-blocks time of the flight. It is generally the convention that
early arrivals accounts for zero delay minutes unless there is some operational inefficiency
arising due to early arrivals (for e.g.: shortage of ground staff at the actual landing time in
case of early arrivals). Generally,

Delay minutes per flight = | actual on-blocks time of the flight - scheduled on-blocks time of the
flight |

Total Delay Minutes (TDM) = Sum of delay minutes of all the flights

TDM is generally graded on a normal distribution basis.

5. Injuries
There are operational injuries that the crew members or the passengers (can)suffer. To
minimize these and make the crew and passengers more conscious of the hazards, the crew
is compensated positively in case of minimal injuries incurred to either them or the
passengers. For e.g.: Making sure that the passengers and fellow crew members have their
seat belt fastened as per the regulations so as to minimize injuries during take-off, landing or
during turbulences. In case this duty is not performed properly, the lead cabin attended is
evaluated negatively for that flight duty.

All in all, the objective of this KPI is to minimize possible injuries; thus, ensuring safety,
security and passenger service standards.

Grading for this KPI is done on a normal distribution basis although it is mandatory to keep it
under a threshold limit.

Few examples of evaluation of KPI’s

Thank you for reading! Have a nice day!