Discuss about the Case Study for Crew Resource Management.
An operational manager has the duty of supervising each and every operational activity that is carried in the organizations to which he is made the charge of. To explain it in simpler terms, operational managers are appointed at a senior level with the responsibilities of making sure that the organization is running as best as possibly it can run. He has to ensure that smooth efficient service is available that would help to meet the expectations of clients and needs of customers (Tompa et al. 2016).
Out of the various jobs that Richard has to oversee, there was a task of monitoring, that the day to day activities are running smoothly in the airport authorities and the associated organizations. Being the operational manager, he was in charge of supervising the day to day task that included a variety of activities. This included proper maintenance of the airways, managing slot allocations in association with the airlines, ensuring safety management systems and looking over the maintenance of a fully trained crew. Catering outlets, booking hotel rooms, cars and customer services for the passengers were also essential parts. He has also appointed a facility management team and engineering services which also helps in the daily activities by properly monitoring the whole sites. In this business, one can notice that different days often face with different types of challenges and therefore every worker are allotted with their specific roles, so that there arises no confusion and commotion (Flin and Wilkinson 2013).
The reputation and customer trusts arise from the comfortable and hassle free service that is always provided by an organization. An organizational can avoid long term issues like less profit margins, less customer trust and reliability, worker unrest, strikes, miscommunication among different departments, unwilling arrogant workers, unplanned chaotic approach only when the organization adopts perfect strategies that would suit with the company’s mission and vision (Weiss 2014). Birmingham airport has always set up an aim of making the best names in the industry and Richard, the operational manager has dedicatedly performed his roles effectively as a leader helping the organization to achieve it. He had well understood that more smoother the day to day activities can be carried out, the lesser will be the chance of long term issues. The long term issues that are mentioned above can only be prevented if from the very beginning it is made sure that each and every worker understand their role effectively and carry out their daily activates efficiently. One can find from the case study that Richard ensured proper communication between the organizations and their members so that they are pleased with their roles and know how to carry each and every day challenges effectively.
Richard has managed different works effectively by appointing duty managers who handle the daily uncertainties that may occur like flight delays and diversions. These issue need to be handled with great efficiency to prevent customers from undergoing a chaotic situation which will make them late and cause harassment to them if not maintained properly.
Moreover Richard has also been successful in appointing trained terminal managers who have been assigned a set of roles to meet the daily activities and the demands of the customers that rise from the daily basis. They look over everything that may arise from crisis like emergency evacuation where they have to look over the passenger processing, security clearance model so that there arise no commotion and the following procedures can be conducted peacefully without mixing passengers and overdoing the procedures again. Operation duty managers are given the responsibility of handling delays and clearing of snows during falls in effective ways without hampering passenger comfort and completing work without making further flight delays.
Organizations and their workers who are united, satisfied, knowledgeable about their assigned roles, free from confusion, leaded efficiently and share a same goal can reach the peak of success easily (Scott and Davies 2015).
Flin, R. and Wilkinson, J., 2013, April. Non-technical skills and crew resource management. In European HSE Conference and Exhibition. Society of Petroleum Engineers.
Scott, W.R. and Davis, G.F., 2015. Organizations and organizing: Rational, natural and open systems perspectives. Routledge.
Tompa, E., Robson, L., Sarnocinska-Hart, A., Klassen, R., Shevchenko, A., Sharma, S., Hogg-Johnson, S., Amick, B.C., Johnston, D.A., Veltri, A. and Pagell, M., 2016. Managing safety and operations: the effect of joint management system practices on safety and operational outcomes. Journal of Occupational and Environmental Medicine, 58(3), pp.e80-e89
Weiss, J.W., 2014. Business ethics: A stakeholder and issues management approach. Berrett-Koehler Publishers.