Organization Structure Assessment for Qantas Airlines †Free Samples

Question: Discuss about the Organization Structure Assessment for Qantas Airlines. Answer: Qantas Airlines started in Australia in November 1920 (Richard Ivey School of Business, 2012). It started offering their service in 1921 and in1935 it began international service. Nickname given to the, Airline is The Flying Kangaroo. Because it was founded in Australia famous Kangaroo. The airline is the second oldest airline in the whole world and the biggest in Australia. The oldest airline is the Dutchs KLM. The airline serves 41 distinct destinations globally with its 132-fleet size. In the Australian domestic market, the airline holds the largest market share of around 65% (Richard Ivey School of Business, 2012). The Government and Corporate Affairs Executive, Olivia Worth faced a social media related challenge in 2011. The airline launched on its Twitter account a contest and promised to reward the winner of the contest with amenity kit 50 pairs and first class pajamas. The members of the public nonetheless used the contests platform to attack the company negatively concerning the services they were receiving. Also, the public through a You Tube video criticized the companys Chief Executive Officer for not understanding how to communicate with the public (Richard Ivey School of Business, 2012). In order to counter the negative reaction on social media from the members of the public, Olivia Worth must develop an action plan that will ensure that the airline regains its glory. The main issues the Qantas airline faced were the lack of basic communication skills by the top management on social media, repeated failure of the companys airplanes engines, and negative publicity. In order to prevent the repetition of the same situation, there are numerous actions that can be taken by the Qantas Airline in the future which can help in the redevelopment of the airlines brand image among the members of the public. First, Olivia Worth as the companys executive, must apologize to the public for not monitoring keenly the feedbacks from the companys Twitter account. The public had utilized the Tweeter account to tweet negatively about the company. The company should use the publics feedback to improve the services offered by the airline so as to increase the level of customers satisfaction. Obviously, the firm was not monitoring its Twitter account otherwise the company could not have incited the members of the public to continue sending their feedback without acknowled ging the content of the same feedback. The members of the public felt that the firm was not addressing their concerns. Additionally, the firm needs to improve its communication strategies, especially towards the general public when using social media. This can be achieved effectively when the airline employees a professional who will be in charge of monitoring customers feedbacks on their social media accounts such as Twitter account. (Jana Seijts, 2012) notes that the members of the public expressed their dissatisfaction with the airlines services through a You Tube video which went viral. The video was criticizing the airlines Chief Executive Officer, Alan Joyce, and other senior managers for their lack of understanding on how to communicate with the members of the public (Richard Ivey School of Business, 2012). Qantas failed to appreciate the voice of the public and their concerns, this approach needs to be discarded and in turn implement a strategy that will be tailored towards the needs of the members of the public, who forms the companys customer base. The can be done through effective collecti on of social media feedback and using that feedback positively to improve service delivery. Similarly, the company should offer their passengers promotional fares, especially those who were victims of the grounding of the airlines fleet. Qantas Airline passengers worldwide were stranded and negatively affected by the strikes which led to change of plans and delayed flights. The company also needs to offer discounts to all affected passengers as a compensation so as to restore customers confidence in the airline (Andrea Mangini, 2017). These strategies can ensure that the company retains its customers, restores the public confidence, and increases its market share and revenue. Finally, the firm should regularly and properly maintain their airplanes engines. This can be achieved by hiring of more engineers and technical staff. The current employees should also be trained so as to be able to know how to react towards this types of incidences. For an organization using social media, it needs to consider the interactions that take place on social networks (Andrea Mangini, 2017). This involves monitoring of the respective social media account and giving feedbacks to the customers comments. It is not mandatory for all the social media interactions to be constant between the public and the organization, which is the account holder. Nonetheless, the organization such Qantas Airline, has the responsibility of monitoring the accounts activity and feedback to the concerns of the public. Social network interactions between the groups that the organization targets as main audience, can be of significance towards the improvement of the firms service delivery. The organization should carefully listen, check facts, and respond to the comments of the members of the public (Paola Barbara, 2015). The organization will be able to learn the mood of the audience by analyzing their comments. Another factor that organizations should consider when using social media is the type of the content it posts or tweets on social media (Mergel, 2012). The firm has a responsibility to provide facts and content on social media that educates and informs the public about a particular issue. This can only be achieved by reading the mood of the public through their feedback. It will be inappropriate to advertise or to sponsor a promotion when the public is concerned about a particular issue (Mergel, 2012). For an organization like Qantas Airline, it is advisable to tweet or post a comment that provides answers to the concern of the members of the public. Qantas Course of Action The following template provides a course of action recommended for the Qantas airline: 1.Timing November, 25th, 2011 2.Audience Qantas staff and Passengers (The Public) 3.Sender Qantas Airline 4.Key Message To assure the public that the company will not ignore the customers feedback, but it will utilize the feedback to improve its services. 5.Desired Outcome To improve the companys reputation by getting positive perception from members of the public 6.Medium Social media such as Twitter and Facebook 7.Materials Branded Hashtags 8.Frequency Twice a week Summary In conclusion, Qantas Airline through the assistance of Olivia Worth, should devise and follow a course of action. This will help the firm to regain its lost reputation among the members of the public. The firm should also acknowledge publicly its mistakes and provide discounts for its passengers. To curb the challenges of engine breakdowns, the company needs to employ more engineers who will be in charge of regular monitoring of the engines. References Andrea Mangini, S. P. (2017). Strategies for effective communication n the new digital media landscape. Jana Seijts, a. P. (2012, 4 24). Netflix: The Public Relations Box Office Flop. Mergel, I. (2012). A Managers Guide to Designing a Social Media Strategy. Syracuse. Paola Barbara, a. F. (2015). Social media communication strategies. Journal of Services Marketing, 490-503. Richard Ivey School of Business. (2012, 11 26). Qantas Airline: Twitter Nosedive. Ontario.