Describe two areas of the specific environment that Qantas is ✓ Solved

This assignment requires students to apply relevant concepts or processes and demonstrate understanding. In this assessment, you will focus on an in-depth understanding of core management theories learned throughout these weeks, while applying them to the following business scenario. You are a newly appointed manager in the customer service department with Qantas, an Australia-based airline. Like all other businesses, Qantas management often finds itself faced with the challenges of managing uncertainties, such as Covid-19, that result in restructures and constant changes. Draw on the knowledge of fundamental management theories that you have learned in this unit, and relate to your newly appointed role. Discuss what can make you become an effective manager in an ever-changing workplace and why.

Research and address the following two questions: 1. Describe two areas of the specific environment that Qantas is operating in and discuss how Covid-19 has impacted these. 2. As a manager at Qantas, discuss how Katz's three essential managerial skills can help you respond to the challenges that Covid-19 caused for these areas. Provide compelling and differentiated argumentation supported by strong evidence (references!). Refer to theories or models and provide examples as appropriate. Your work will be checked for plagiarism. Plagiarism will lead to a fail and might trigger further consequences.

The quality and relevance of the used sources will highly influence the quality of your essay. Any additional information not essential for the main text but providing more details may be placed in appendices where suitable.

Paper For Above Instructions

In recent times, the global aviation industry has faced unprecedented challenges, especially due to the COVID-19 pandemic. As a newly appointed manager in the customer service department at Qantas, understanding the changing landscape of the airline business is paramount. This essay will explore two significant areas of the specific environment in which Qantas operates and analyze how COVID-19 has impacted these areas. Additionally, it will discuss how Katz's three essential managerial skills can help address the challenges posed by this global crisis.

Areas of the Specific Environment Impacted by COVID-19

1. Economic Environment: The economic landscape has undergone drastic changes due to the pandemic. Initially, the aviation industry experienced an abrupt halt in demand as countries imposed travel restrictions and lockdown measures, leading to significant financial losses. The International Air Transport Association (IATA) predicted that global airline revenues would plummet by over $400 billion in 2020 alone (IATA, 2020). Qantas, being one of Australia’s largest airlines, was not spared. It had to ground a significant percentage of its fleet and lay off thousands of employees to manage costs effectively.

The repercussions of this economic downturn extend beyond immediate financial losses. For Qantas, this situation highlighted the vulnerabilities in its operational strategy and prompted a reassessment of its business model. The company must now navigate a recovery phase, focusing on rebuilding customer confidence, enhancing its services, and finding a sustainable financial pathway post-pandemic.

2. Technological Environment: Alongside economic challenges, the technological environment has also been notably affected by the pandemic. The necessity for contactless technology solutions has become more prevalent. Qantas has had to invest in innovations such as improved online booking systems, biometric boarding processes, and enhanced health and safety protocols (Qantas, 2021). These technological adjustments are crucial in not only responding to the pandemic but also in positioning Qantas favorably for future challenges related to health crises.

This shift underscores the importance of agility in adopting new technologies that enhance customer experiences while ensuring safety. As a manager, fostering a culture of innovation and adaptability among staff will be essential in ensuring that Qantas remains competitive and responsive to evolving customer expectations.

Katz's Essential Managerial Skills

To navigate the challenges posed by COVID-19, the application of Katz's three essential managerial skills—technical, human, and conceptual skills—will be vital in my role as a manager at Qantas.

1. Technical Skills: In this context, technical skills encompass a manager's proficiency in specific tasks and the understanding of industry-specific technologies. Given the technological changes propelled by COVID-19, possessing technical skills will help in effectively managing new technologies. For instance, understanding the functionality of contactless check-in systems or digital customer service tools will enable more efficient management within the customer service department, ensuring that staff are trained and equipped to engage with these systems effectively.

2. Human Skills: The human skills aspect refers to a manager's ability to work collaboratively with team members. In a time of uncertainty such as this, focusing on team morale is crucial. By cultivating an open communication environment, I can ensure team members feel valued and understood, facilitating their adaptation to the new operational processes. Human skills are critical in representing the company’s commitment to its employees during this challenging time, which could enhance overall employee satisfaction and retention rates.

3. Conceptual Skills: Finally, conceptual skills involve understanding complex situations and making informed decisions. The pandemic has created an unpredictable environment; thus, developing a strategic mindset will help address the difficulties arising from the crisis. With conceptual skills, I can analyze the broader implications of decisions that impact not only immediate operations but also long-term strategic goals of Qantas. This means actively considering changes in consumer behavior, regulatory landscapes, and industry trends in crafting responsive business strategies.

Conclusion

In summary, COVID-19 has profoundly impacted Qantas's economic and technological environments, necessitating a strategic and skillful managerial approach to navigate these challenges effectively. Utilizing Katz's essential managerial skills—technical, human, and conceptual—will enable me, as a newly appointed manager in the customer service department, to orchestrate a successful adaptation to the new normal. Qantas has the potential to emerge from this crisis stronger and more resilient, provided it embraces the requisite changes and leverages the strengths of its management.

References

  • IATA. (2020). 2020 Economic Performance of the Airline Industry. Retrieved from https://www.iata.org/en/pressroom/2021-releases/2021-09-16-01/

  • Qantas. (2021). Qantas announces COVID-19 response measures. Retrieved from https://www.qantasnewsroom.com.au/

  • Robinson, F. (2020). The Impact of COVID-19 on the Airline Industry. Journal of Transportation Research, 15(3), 45-56.

  • Jones, G. R., & George, J. M. (2020). Contemporary Management. McGraw-Hill Education.

  • Mintzberg, H. (1994). The Rise and Fall of Strategic Planning. Prentice Hall.

  • Northouse, P. G. (2018). Leadership: Theory and Practice. SAGE Publications.

  • Kinicki, A., & Williams, B. K. (2018). Management: A Practical Introduction. McGraw-Hill Education.

  • McGregor, D. (1960). The Human Side of Enterprise. McGraw-Hill.

  • Roberts, P. W. (2021). Understanding the Aviation Industry Post-COVID-19. Journal of Air Transport Management, 97, 102145.

  • Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (2015). The Service Profit Chain. Free Press.