Case study: Can you cut “turn times” without adding staff?

Tasks:
• Before reading the case:
• Please go through the relevant performance process theories.
• Then read the case to
• understand the background and
• Answer the questions
• Submit it to BB-Discussion.
• This is a teamwork assignment.
•
• After the case:
• Identify a performance issue (of your own, your classmate’s, your teacher’s,
your parent’s, etc), analyze the possible cause(s), and offer a solution.
• Submit it to BB-Assignment.
• This is an OPTIONAL individual assignment.

Now, look at the next page.

Name of the company Rising sun airline Ground

Industry the company is in Japan

The company’s strategy Improving the performance of their crews

The company’s performance issue Due to the increased demand for air travel, the time has
increased from the usual 12 to 20 minutes.

The company’s performance goal To continue operating its planes across Japan with the current
employees.

Name of key Job Role/ Important Details about his/her

figures Main Responsibilities performance

1Kentaro Hayashi President of RSA Ground He worked undercover for

several days as a member of
the service team.

2. Mari HR chief hiring temporary and part-time

Kata workers

3.Nobuo Service Crew Member(Toilet cleaner) Skilled worker techniques

outside the manual can be used
to complete bathroom cleaning
in less than 8 minutes

4.Daishi Isharu CEO Leader in charge of the

company

5. Mayuka Mori COO suggests that the team can

function most effectively when
fully coordinated and in
compliance with best
practices.

6.Yoshiyuki CTO Propose a one-time

Taniguchi investment in systems that use
wearable tracking devices to
monitor performance.
(Encourages the use of
technology to enhance
efficiency)

7.Toshi Service Crew Member(Plane cleaner) ● Part-time worker,

eager to quit his job in
a few months
 ● Keep the job as he
looks for higher-
paying and more
prestigious
employment.

QUESTIONS:

1. Who is responsible for the company’s performance issue?

There are several factors that are having an impact on the company's performance problems.
For particular, the increased demand for air traveling, which resulted in more and more
regular flights than ever before, had such a major effect on the company's success. As for
who was accountable,I suppose the CEO, the Operating Managers, and the Board of
Management are in charge of running the business effectively. The management of the
organization is in charge of making sure that the business achieves its performance
objectives. This includes establishing performance objectives, creating a plan to reach those
objectives, and keeping track of and evaluating the company's development. The
management must take appropriate action if the organization is not achieving its performance
expectations.

2. Please go through the performance process model to analyze the causes of the
company’s performance issue. What are the possible causes?
The performance management process is a repeated set of steps that an organization adopts to
manage employee performance. The following are the basic steps in the process.
Strategy - Performance Objectives - Feedback – Performance Review
Based on this, we can assume several reasons. Firstly, inadequate training and poor instructions.
I believe that people like Nobuo, who already have a lot of experience in work, can help in
training beginners. Secondly, the lack of feedback from employees. This is probably the most
important reason in this case. Management must understand what employees who really work
think in order to understand how it is possible to improve performance. So the crews had the
same number of personnel regardless of the type of aircraft and the number of passengers.
Obviously, this is a management problem, not an employee problem. In addition, there was a
lack of good motivation for employees. Poor working conditions (low wages, lack of time,
stressful and demanding jobs), the absence of a normal system of bonuses or rewards for
experienced and high-quality employees have a great impact on the company's productivity.

3. Based on the identified causes, please give your proposal(s) to address the issue so
that the performance goal can be achieved.

I think the first thing should be done is to encourage RSA Ground’s managers to capture and
document more of the knowledge held by their top cleaners and maintenance workers. Next one
is to invest in personnel – it is necessary to hire more team members and provide them with
better training and higher wages. It is necessary to have a sufficient number of personnel,
depending on the type of aircraft and the number of passengers. Moreover, Ken could invest in
technology to count down milestones and keep people on track—thereby freeing her and other
managers to focus on creating winning teams. In addition, it is important to value employees like
Nobuo who have good results and extensive experience, and encourage them to share their
knowledge with other employees. Perhaps you can come up with some kind of system of
bonuses or incentives. To do this, you also need to attract managers who will motivate and
control, but without undue pressure.