DEPARTMENT OF MANAGEMENT STUDIES

MS 5320- Human Resource Management

29th July 2021 Max: 40 Marks

Time: 2 Hours – 10.00 am to 12.00 noon

1. Scenario: (20 Marks)

A major airline had experienced a decade of turbulence including two bouts of bankruptcy
protection, and the morale of the employees is very low. Service is terrible and the airplanes
rarely arrived or left the terminal on time. This was costing the airlines significant amounts of
money in passenger layovers. Managers are worried and many had been with the airlines for long
that they didn’t know how to set strategic goals that worked and improved efficiency. You are
the newly hired HR Manager who has to recommend a complete selection system for the airline
industry. What characteristics are you looking for in the maintenance engineers and cabin crew?
How will you measure each of them? Suppose that you have a strong preference for work sample
or trainability test as a part of the selection system, how might you use work samples for the job
to get the employees quickly improve operational efficiency and customer service.

2. Case study (20 Marks)

Closing the Gulf: Preparing US Executives for Assignments in Mexico

Answers:

1. a) What characteristics are you looking for in the maintenance engineers and cabin crew?
Characteristics of cabin crew:
 Good Communication skill
 Delegation
 Technical knowledge
 Problem solving skill
 Team coordination
 Good judgement
 Adaptability

Characteristics of cabin crew:

 Good communication skill
 Team coordination
 Empathetic
 Customer service oriented
 Adaptability
 Cultural awareness
 Organized
 Attentive to details

b) How will you measure each of them?

By using job characteristic inventory, using jci we can compare and evaluate each
characteristic with quality of the characteristics and the satisfaction gained by each one of
them.

c) Suppose that you have a strong preference for work sample or trainability test as a part
of the selection system, how might you use work samples for the job to get the employees
quickly improve operational efficiency and customer service.

 Employee orientation: helps employees to get settled with organization

 Identifying training needs
 Choosing right training methods
 Training: improves the skill of the employee
 Timely Career development for the employee
 Team building activities
 Understand the skills and delegating work accordingly
 Consistent procedure: helps the employees to work efficiently
 Technological development and training
  Motivating employees like giving incentive, etc.
2. 1) The contents that should be included in the 10-day pre departure training are:
 Communication or language training
 Cultural differences
 Technical training
 Psychological training
 Diet and medication
 Foreign economic knowledge.

2)
 Communication or language training: the communication plays a major role in
every work. When the employees are trained for the communication challenges
over Mexico, it will help them to improve the efficiency and ease their time in
that place. I will take 3 days for the communication training.
 Cultural differences: a basic knowledge of the culture of Mexico will help the
employees to respect the culture and avoid unnecessary problems. It can also help
them to prepare themselves for the time being there. 1 day training.
 Technical training: out of 40 employees 15 were struggling with the technical
changes over Mexico, so in order to clear the issue there to be a orientation or
training about the machineries or technical changes they are about to face over
there. 3 days of training.
 Psychological training: The migration is always hard for the people. The pressure
increases while we migrate to a place with different language. So there must be
some psychological changes to be made to reduce stress and boredom over there.
1 day training.
 Diet and medication: it is important to understand ourself and the change in
lifestyle and food that they are going to face over there. 1 day training
 Foreign economic knowledge: to know the economical background of the mexico.
1 day

3) If I was permitted to access to the 40 employees who have already completed their
assignments in Mexico, information that I would seek from them to help in designing the ten-
day pre-departure program will be:
 What were the major conflicts occurred between you and the local workers?
 What were personal needs required other than pre departure training?
 What were the cultural difficulties faced by you and family?
 What were the regional difficulties faced by you?
 Do you think there is need of pre departure training needed to be given to the person or
family accompanying you?
 Is there any technical procedure training required?